Using EFQM and the DMAIC Approach together.

2.  The EFQM Excellence Model provides a management
framework that enables any organisation, regardless of
size, sector or maturity, to determine their current
strengths and the priority improvement areas that will
enable them to more effectively implement their
strategy.
 The DMAIC Improvement Methodology provides a
structured approach for identify and implementing
appropriate solutions to address the improvement
opportunities identified in an EFQM assessment.
 Using both together helps focus improvement actions on
achieving your strategic objectives.
©EFQM 2011

3.  There is close alignment
between the RADAR
Cycle & the DMAIC
process:
 Define the objective
 Understand the current
performance
 Identify the root cause
and appropriate
solutions
 Implement the
improvement
 Check whether it has
been effective
©EFQM 2011

4.  The DMAIC Methodology is based on techniques
commonly used in Six Sigma and Lean.
 It provides a scalable tool that can be applied to
relatively simple problems with limited data, such as
those identified through perception surveys, through
to complex, Six Sigma improvements.
 The DMAIC Storyboard enables the improvement to
be explained from beginning to end on a single page,
aiding communication.
©EFQM 2011

5. Define Measure
 Clearly define the  Include here measures and other relevant data to show the
objective you want to current performance.
achieve.  This will be the baseline against which any improvement will
be measured.
Analyse
 During this phase you determine the root cause of the problem.
 You can use a number of different problem solving tools and analytical techniques to
achieve this.
 At the end of this phase, you should have selected the most appropriate solution to
address the root cause you have identified.
Improve Check
 This is the implementation plan for the solution you  Check whether the
have chosen. improvement implemented has
 It could be a simple table or a Gantt Chart, showing achieved the objective originally
who is doing what and when it is due to be delivered. set.
©EFQM 2011

7.  The following example is based on a real project
from one of our members.
 We’ve chosen this example to demonstrate DMAIC
being used in a non-manufacturing environment.
 It uses a 4 step approach to the “Analyse” phase,
involving a group of people to brainstorm the issues,
identify what they can control and suggest the
improvement actions required.
©EFQM 2011

8. Define Measure
 The EFQM assessment identified
“sharing of best practices between
countries” as an opportunity to
improve.
 Target: 20 “best practices”
implemented by the end of the year.
Analyse
Improve Check
©EFQM 2011

9. Define Measure
 The EFQM assessment identified
 “Best Practices” identified and recognised through
“sharing of best practices between
annual CEO Awards.
countries” as an opportunity to
 Submission Documents circulated to all countries.
improve.
 No tracking in place to determine whether BP is
 Target: 20 “best practices”
implemented in other countries.
implemented by the end of the year.
Analyse
Improve Check
©EFQM 2011

10. PEOPLE PROCESS SYSTEMS
Don’t have Process owners Don’t have a clear
standardised don’t think about idea of what other
processes across gaining external companies need PROBLEM
Group view STATEMENT:
No feedback
Not clear what There is a lack
Not clear who is information needs to
responsible for
afterwards to
be shared or in what of knowledge
show how
sharing
information has
level of detail & “best
information
been used practices”
Different sharing across
languages the Group
Perception that it
takes too much Limited access to
time to share or TQMRs have a Culturally we are
information from
ask number of internally focused
other companies
responsibilities
TIME RESOURCES ENVIRONMENT
©EFQM 2011

11. PEOPLE PROCESS SYSTEMS
Don’t have Process owners Don’t have a
standardised don’t think about clear idea of
processes across gaining external what other
Group view companies need
No feedback
Not clear what PROBLEM
Not clear who is information needs
responsible for
afterwards to STATEMENT: There
to be shared or in
show how
sharing
information has
what level of detail is a lack of
information
been used knowledge &
Different “best practices”
languages sharing across
the Group
Perception that it
Limited access to Country Reps Culturally we are
takes too much
information from have a number internally
time to share or
other companies of focused
ask
responsibilities
TIME RESOURCES ENVIRONMENT
Outside Control Can Influence Can Control
©EFQM 2011

12. All countries to Countries to
provide list of update learning
PEOPLE PROCESS
information they SYSTEMS We can use the following
need improvement
“RADAR
Don’t have a Template” to cycles
BE Group to co- clear idea of share
ordinate feedback what other information
loop via scorecard companies need
Not clear what
No feedback PROBLEM
Not clear who is information needs
afterwards to
responsible for
show how
to be shared or in STATEMENT: There
sharing what level of detail
information
information has is a lack of
been used
knowledge
BET responsible for
Group by
sharing across
facilitating & co-
ordinating
Fundamental the Group
“RADAR Concept
Limited access to Template” will
information from be stored on
other companies Intranet
TIME RESOURCES ENVIRONMENT
©EFQM 2011

13. Action Owner Due
Update database & add RADAR templates Group BE End of Q1
Circulate request for list of knowledge required Group BE End of Q1
Complete & return list of knowledge requirements Country BE End of Q1
Complete RADAR Template Country BE End of April
Review requirements and establish contact with relevant OC Country BE End of May
©EFQM 2011

14. Define Measure
 The EFQM assessment identified
 “Best Practices” identified and recognised through
“sharing of best practices between
annual CEO Awards.
countries” as an opportunity to
 Submission Documents circulated to all countries.
improve.
 No tracking in place to determine whether BP is
 Target: 20 “best practices”
implemented in other countries.
implemented by the end of the year.
Outside Influence
Analyse
Proposed Solution
Don’t have standardised processes  Country BE
across borders
Representatives become
Within Influence
Culturally we are internally focused responsible for sharing
Within Control “key approaches”
Not clear who is responsible for  Group BE to establish
sharing information reporting process.
Improve Check
©EFQM 2011

15. Define Measure
 The EFQM assessment identified
 “Best Practices” identified and recognised through
“sharing of best practices between
annual CEO Awards.
countries” as an opportunity to
 Submission Documents circulated to all countries.
improve.
 No tracking in place to determine whether BP is
 Target: 20 “best practices”
implemented in other countries.
implemented by the end of the year.
Outside Influence
Analyse
Proposed Solution
Don’t have standardised processes  Country BE
across borders
Representatives become
Within Influence
Culturally we are internally focused responsible for sharing
Within Control “key approaches”
Not clear who is responsible for  Group BE to establish
sharing information reporting process.
Improve Check
Action Owner Due Complete
Update database & add RADAR templates Group BE End of Q1 Yes
Circulate request for list of knowledge required Group BE End of Q1 Yes
Complete & return list of knowledge requirements Country BE End of Q1 Yes
Complete RADAR Template Country BE End of April Yes
Review requirements and establish contact with relevant OC Country BE End of May Yes
©EFQM 2011

16. Define Measure
 The EFQM assessment identified
 “Best Practices” identified and recognised through
“sharing of best practices between
annual CEO Awards.
countries” as an opportunity to
 Submission Documents circulated to all countries.
improve.
 No tracking in place to determine whether BP is
 Target: 20 “best practices”
implemented in other countries.
implemented by the end of the year.
Outside Influence
Analyse
Proposed Solution
Don’t have standardised processes  Country BE
across borders
Representatives become
Within Influence
Culturally we are internally focused responsible for sharing
Within Control “key approaches”
Not clear who is responsible for  Group BE to establish
sharing information reporting process.
Improve Check
Action Owner Due Complete Total Shared = 20
Update database & add RADAR templates Group BE End of Q1 Yes
Total Implemented = 19
Circulate request for list of knowledge required Group BE End of Q1 Yes
Complete & return list of knowledge requirements Country BE End of Q1 Yes
Complete RADAR Template Country BE End of April Yes
Review requirements and establish contact with relevant OC Country BE End of May Yes
©EFQM 2011