……………………the reality behind the recognition business excellence
TRANSCRIPT
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……………………The Reality Behind the Recognition
Business Excellence
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Outline• Background to LJMU and Business Excellence• The EFQM Excellence Model - Relevance to
Higher Education• The Award Story• Where do we go from here?
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BUSINESS EXCELLENCE AND LJMU
Background
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Background to LJMU & Business Excellence
• Modern HE – cloistered sanctuaries or complex real-world businesses?
• ‘Out of the Crisis’ (Thank you Tom Peters)
• Reinvent the wheel or adapt that which works?
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Out of the Crisis
• 2000 – several years of deficit
• Major Staff redundancies in 1998/99
• (Mis)management by Committee
• Morale poor – and that’s just the management!!
• Who needs a strategy when we have so much fun just putting out the fires?
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We had to do something!
When Michael Brown was announced as the new VC in 2000, the Times Higher ran an article
suggesting he’d taken on the toughest job in HE
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Higher Education• Complex
– Multiple Stakeholders
– Diverse Customers
– Many products and services
– Diverse people
– Many Processes
• Resource Hungry
• Results Driven
• Huge Strategic Challenges
=But this is a lot easier to
manage
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The Excellence Era• New VC in 2000
• HEFCE GMP Project
• Creating financial stability
• Creating structural capability
• Empowering managers, not committees
• Then……………….
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The Excellence Era• …Let the Journey Begin
– Gaining commitment to using the EFQM Excellence Model (2002)
– Daring to self-assess the whole University (2003)
– Daring to address the findings (2003-5)• Strategic Planning and Management • Process• People
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The Excellence Era
Then doing it all over again
…….... and Again!!
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THE AWARD STORYLJMU
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UK Excellence and EFQM Excellence Awards
• Run by the British Quality Foundation – British National Partner to the EFQM, and the EFQM respectively
• Rigorous external assessment against all 32 criterion parts within the Excellence Model
• Independent feedback report for each of the 32 criterion part – strengths and areas for improvement
• Fallback levels of Recognition
• Confidential process, unless Finalist
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Timeline of Events• Qualification Stage – February 2008 (EFQM January 2009)
• Assessor Team Allocated 31st March 2008 (EFQM February 2009)
• 75-page application to BQF 25th April 2008 (EFQM February 2009)
• Preliminary Meeting with Assessors – May 2008 (EFQM March 2009)
• Site Visit – 7th – 11th July 2008 (EFQM 1st – 5th June 2009)
• Feedback Report – August 2008 (EFQM August 2009)
• Awards Ceremony, London – 14th October 2008 (EFQM Brussels – 28th September 2009)
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The Site Visit• 6 Assessors (EFQM 8 Assessors)
• Opening and closing meetings with SMG representatives
• In depth interviews with selected senior staff and others
• Themed and General Focus groups with various staff groupings
• Viewing of evidence ‘on site’
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What they assess• Approaches – how we do things, are they systematic,
relevant, effective and aligned to strategy?
• Deployment – Rhetoric or Reality, are the approaches fully deployed across the University?
• Assessment & Review – does the University take time out to review and improve approaches?
• Results – is the University achieving sustained performance results; meeting or exceeding targets across the scope of the ‘business’?
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Preparation• Site Visit Plan• Appointments with interviewees – they
come to you!• Briefings for interviewees and focus
groups• Copies of the application available
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Possible Outcomes• Nothing….not achieving a score above c. 450
• R4E….achieving a score above c. 450
• Finalist & R4E…. Achieving a score in the low to mid 500’s
• Special Prize Winner…. A Finalist score with an exceptional performance in one area e.g. Leadership, Sustainability etc.
• Award Winner (Public Sector)…. A score well above 600
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Expectations• We were not in it to win it – but any formal
recognition would be nice!
• Benefits:– Rigorous and independent assessment– Objective and detailed feedback report– Basis for a further improvement plan– The cheapest but best consultancy you could ever buy!
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UK Excellence Award 2008
2008
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EFQM Excellence Award 2009• Confirmed as finalist• No Awards made in
2009 in any category• Now that’s a tough
competition!!
2009
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What was said…
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WHERE DO WE GO FROM HERE?
LJMU
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Paul EvansDirector of Business Excellence
Liverpool John Moores University
Questions & Answers