Efqm - European Foundation For Quality Management Assessment Workbook.pdf

EFQM Self-Assessment Workbook:
Commitment to Excellence
© 2001 EFQM
It is the EFQM’s intent to encourage the widespread use of this material panies and
organisations. However, no part of this publication may be reproduced, stored in a retrieval system, or
communicated in any form or by any means (be this electronically, mechanically, through photocopy or
recording, or otherwise) without the prior written permission from the copyright owner."
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Section Contents Page
Contents Page 2
1 Introduction 3
2 History of the European Foundation For Quality Management (EFQM) 3
3 Introduction to the EFQM Excellence Model, its Principles and the RADAR 3
evaluation method
4 The EFQM Levels of Excellence 4
5 How to Use the Self-Assessment Workbook 6
6 The Self-Assessment Process 6
your Assessment 9
In which sequence should you assess the 9 Criteria 9
How to Assess the Enabler Criteria 10
How to Assess the Results Criteria 11
8 RADAR Questions for Enablers 12
9 RADAR Questions for Results 13
10 Assessment Questionnaire (cover page) 15
Annex 1: Leadership Assessment 16
Annex 2: Policy and Strategy Assessment 20
Annex 3: People assessment 24
Annex 4: Partnerships and Resources Assessment 28
Annex 5: Processes Assessment 32
Annex 6: Customer Results Assessment 36
Annex 7: People Results Assessment 39
Annex 8: Impact on Society Assessment 42
Annex 9: Key Performance Results Assessment 45
11 Scoring Matrix (cover page) 48
Annex 10: What anisation is achieving in terms of Enablers 49
Annex 11: What anisation is achieving in terms of Results 50
12 Focusing your Improvement Activity (cover page) 51
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1. Introduction to the EFQM Self-Assessment Workbook
This workbook is aimed anisations beginning their journey towards Excellence. The EFQM Levels
of Excellence Scheme provides an overall framework to anisations assess their performance
against a recognised model of Excellence and by doing so, help applicants to focu