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Avenue des Olympiades 2

1140 Brussels

Belgium

14 December 2008

Dear Madam or Sir:

EFQM was established in 1988 by 14 leading European companies to assist in improving the

competitiveness of European business. Membership was invited and currently there are over 700 members

from a whole range of sectors from private to public, from large to small organisations from every corner of

Europe. For detailed information on EFQM consult their website: www.efqm.org. Right from the start,

EFQM saw Recognition of good/best practice as an important means of achieving its objective and

established The European Quality Award emulating the success of the newly established Baldrige

Awards in the United States.

Robert began working for EFQM pro bono in 1991 as a consultant to head of the European Quality Award.

His experience in manufacturing, service quality and the Malcolm Baldrige National Quality Award, in

addition to his academic knowledge, proved extremely useful to EFQM in the early days of our

organisation. I worked directly with Robert and supervised his work for EFQM from 1992-1999.

Robert contributed to EFQM through research, development and writing of two case studies and

instructors notes used in a variety of ways by EFQM but particularly in the training of Award assessors

(senior managers of European companies who, in teams, assess Award applications). His experience as a

Chief Quality Officer, research at Northwestern University and IMD, and relationships with CEOs at

Motorola and Intel was invaluable in developing the case study,Alpine Electronics Suisse, based on the

semiconductor industry. Because the scoring criteria for EFQMs Quality Award discern management

practices and results across a continuum, Robert illustrated the case with examples corresponding to basic,

good and best performance. The following year, Robert developed a 125-page financial services case for

EFQM, General Bank of Switzerland, through his relationships with banks in Europe and the US,

management consultants at McKinsey and BCG, and faculty at Harvard Business School. In addition to

writing these cases, Robert worked with me as a lead trainer and assisted in training Award assessors to

interpret management practice according to the guidelines and scoring criteria of the EFQM excellence

model (upon which The European Quality Award is based).

Robert worked as well with me and my staff at EFQM - executives from diverse business and cultural

backgrounds. I found Robert to be professional and adaptable to different audiences in an international

setting. His experience in manufacturing, finance and teaching was particularly useful in explaining

management theory and practice. He was also dedicated - I recall Robert attending a working session of

EFQM staff and corporate partners in London on crutches with a cast on his leg. He had surgery the week

before!

My experience working with Robert was particularly rewarding.

Yours sincerely,

W Mike Gallagher PhD

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