Fundamental concepts of excellence

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Fundamental Concepts - EFQM 2010

© 2009 EFQMNo part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means (be this electronically, mechanically, through photocopy or recording, or otherwise) without either the prior written permission of, or a license permitting restricted copying and use for a third party, from the publisher.

EFQM SHARES WHAT WORKSEFQM is a not for profit membership foundation. For the past twenty years we have shared what works between our member organisations as a way to help them implement their strategies. EFQM brings together organisations striving for Sustainable Excellence. Through our network of members comprising private and public organisations of every size and sector, many active around the world, EFQM applies its know-how and extracts outstanding ap-proaches by engaging with executives and front-line managers.

EFQM is the custodian of the EFQM Excellence Model, a non-prescriptive framework that can be used to gain an holistic view of any organisation regardless of size, sector or maturity. Over the past 20 years, the EFQM Excellence Model has been a blueprint for EFQM members and organisations across and beyond Europe to develop a culture of excellence, access good practices, drive innovation and improve their results. Those organisations have become more attentive to the needs of their stakeholders. They have learned how to learn, innovate and improve their overall performance. Their leaders have increased their abilities to take informed decisions and to understand the drivers of their strategy. Many of those organisations have acted as role models for other organisations, winning management practices have been re-used and adapted through EFQM “sharing what works”. This has led to a significant reduction of waste, increased economic efficiencies and improved societal relations.

EFQM is now actively helping to prepare a new generation of business leaders by offering training and development opportunities built on practice-based learning and exchange between organisations. Our exchanges are underpinned by shared tools for assessment, calibrated during two decades of use within organisations and as the basis for discerning the recipients of the EFQM Excellence Award, Europe’s most prestigious award for organisations. Look for the stamp to ensure you are using the present version of the the EFQM Excellence Model.

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ContentsINTRODUCTION TO THE FUNDAMENTAL CONCEPTS

THE FUNDAMENTAL CONCEPTS 03Achieving Balanced Results 03Adding Value for Customers 03Leading with Vision, Inspiration & Integrity 04Managing by Processes 04Succeeding through People 05Nurturing Creativity & Innovation 05Building Partnerships 06Taking Responsibility for a Sustainable Future 06

HOW MATURE IS YOUR ORGANISATION? 07

FURTHER READING

ACKNOWLEDGEMENTS 09

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INTRODUCTION TO THE FUNDAMENTAL CONCEPTS OF EXCELLENCE

Excellent Organisations achieve and sustain superior levels of performance that meet or exceed the expectations of all their stakeholders.We can all think of organisations that we would recognise as being excellent. They may well operate in different environments, with different stakeholder constituencies, and come in all shapes and sizes but what they do have in common is a mindset that is based on a number of attributes and ways of working that separate them from the rest of the crowd. This publication describes these attributes, what EFQM calls the Fundamental Concepts of Excellence, in fur-ther detail and we believe that their incorporation into

the ways of working of any organisation will help it to improve its overall performance. The eight Fundamen-tal Concepts of Excellence have been identified through a rigorous process that included benchmarking globally, searching extensively for emerging management trends and, last but not least, a series of interviews with senior executives from a cross-section of industries operating across Europe. Each of the Concepts mentioned in this publication is important in its own right but maximum benefit is achieved when an organisation can integrate them all into its culture.

Achieving Balanced Results

Adding Valuefor Customers

Leading with Vision, Inspiration & Integrity

Managing by Processes

Succeeding through People

Nurturing Creativity &Innovation

Building Partnerships

Taking Responsibility for aSustainable Future