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The EFQM Excellence Model
Developed by practitioners to provide a framework for and measure of improvement
Not a prescription or a standard
Involves some key principles
Applicable to any organisation or sub-organisation
Being adopted, extensively, across Europe
An “umbrella” that sits over and pulls together all improvement initiatives
Dynamics of the EFQM Framework
Be clear about what you need to achieve
Ensure that you are measuring the right things
Set targets, comparators and monitor trends
Develop the appropriate methods
Develop the appropriate methods
Implement these
Review effectiveness and performance
Expectations of Excellence
The Model does not tell you what to do
The Model and Scoring system have
expectations of an excellent organisation
The Model requires that the sub-criteria be
addressed
You need to consider:
– What should we do in this area?
– What can we do in this area?
– What do we do in this area?
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The logic of RADAR is:
Determine the RESULTS required
Develop APPROACHES to deliver
the results
DEPLOY the approaches in a
systematic way
ASSESS and REVIEW the
approaches
Assessing - RADAR concepts
9. IMPROVEMENT = BENEFICIAL CHANGE
Many initiatives
have been launched
in the name of
improvement
How successful
have they been?
Continuous Improvement – The Virtuous Circle
Are there challenges
in holding others
accountable?
We depend on People to
drive Processes and
deliver Results
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“What is the reality I (we) most need to
acknowledge?”
“How am I (are we) contributing to
the gap?”
“What else can I (we) do to close
the gap?”
“Who is accountable to do what, by
when?” (establish expectations)
How Did I Let That Happen?
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What is the difference between having an
expectation and establishing an expectation?
Question
Used with permission. All rights reserved.
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A Key Expectation
is an expectation where
NOT delivering is NOT an option.
“Critical Link” is the person(s) or group who,
for any reason, has the greatest potential for
breaking the path by not delivering on what you
expect.
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The more you hold people
accountable the wrong way, …
the less accountable they become.
The Accountability Paradox
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The Dictionary Definition of Accountability
subject to having to report, explain or justify;
responsible; answerable.
a personal choice to rise above one’s circumstances
and demonstrate the ownership necessary for achieving
Key Results; to See It, Own It, Solve It, Do It.
®
The Oz Principle® Definition of Accountability
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When it comes to getting things done:
If you don’t get
accountability right,
you probably won’t get
anything else right.
The Premise
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Four Kinds of People
People who make it happen!
People who watch it happen.
People who wonder what happened.
People who never knew anything happened.
“Only when you assume full accountability for
your thoughts, feelings, actions, and results can
you direct your own destiny; otherwise, someone
I/D – what budget? I didn’t know that…. Are you sure you have the right numbers?
InMJ – to hit the numbers. Delegated to my people, talk to them. Hang on, I’ll go get them.
FP – Economy. Other depts. Lack of resources. Competition. Advertising. Customer.
Conf. – which budget; did you want both sales & labor? Which do you want me to focus on, sales or service?
CyT – emails, memos.
W&S – Need more time. Next year will be better. Be patient.