Microsoft Word - Excellence in Action - Excellence in Action.

pdf

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February F y2013 www.efq w qm.org

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Excellence in Action

Table of Contents
Table of Contents

Editorial: A New Way of Working ...................................3 Good Practice Competition ............................................4 EFQM Forum: Achieving Excellence .............................8 SOQ: Situational Outlook Questionnaire ......................9 Webinars: New topics for 2013 ....................................12 New Training: Internal Assessor Training .....................13 Good Practice Visits 2013: Sign up now! ......................14 Magic of Excellence......................................................15 New Members ..............................................................17 Introductory Meeting ....................................................18 Join the Debate ............................................................19

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Editor E rial
The T concepto ofNewWay ysofWorkinghasbecom mesynonymouswithflex xibleworking gandvirtual lcooperation n. Business B case esforinvestm mentsinnew wtechnology yandbusine essprocesses stoenablefllexibleworkingtendto fo ocusoncost treductionandincreased dproductivit ty.Butincrea asinglypeoplearedema ndinggreate erflexibilityin i how, h wherea andwhentheyworkan ndthisdoesn n'tjustapplyto"digitalnatives".Eve eryoneisseekingtocreat te abetterwork k/lifebalanc ce. Organisations O smustadapt ttobothgen nerationalan ndtechnolog gicalevolutio ons.Thesere esultinoppo ortunitiesand d risks.Whatareyournewwaysofwor rkingtomax ximiseyourpeople's p enga agementand dyourorgan nisation's ? performance p In nthisissueo ofExcellence einAction,well w belooki ngatthecha allengestheNewWayof fWorkingbr ringsandwe ere la aunchingthe e2013EFQM MGoodPract ticeCompetiitiontoident tifyinnovativ vesolutions thatyouror rganisations have h adopted dtoaddressthem Enjoy E therea ading! Yours Y sincere ely, Marc M Amblar rd, Chief C Executiv veOfficer,EFQM

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Excellenc E ce in Act tion

Good G Pract tice Compe C etition n

New N W Ways of f Worki ing: Ho ow is yo our org ganisat tion adapting g to t new w ways of o working?
The T EFQM N New Ways of f Working Good G Practic e Competition is

your opportun nity to sh howcase how h

your y organis sation is ada apting to ch hanges in th he way people live and d work. We ere looking for innovat tive in nitiatives tha at have deliv vered tangib ble benefits f for your org ganisation an nd stakehold ders; the mo ore creative the better. b

Why W ente er?

Entering E this s competitio on will ensure in nternational recognition. The winner(s) will w present their Good Practice at the t EFQM E Forum m, our an nnual Business Excellence E co onference attracting a mo ore than 350 global leaders. This T competition c is open to an ny organisation global g or loc cal, private or o public, large or o small

The T winner w will receive free membe ership to th he EFQM Co ommunity for a whole y year includin ng obviously y all membership m benefits. If you are alr ready a mem mber of our network, you y will rec ceive vouche ers redeema able against a asele ectionofEFQ QM'spublicationsandtra ainingcourse es.

How H doe es it work k?

h Please P upload d a descripti ion of your good g practice e and a shor rt video (3min) onto our r website before the 17th of st May M . On the e site, you can find a te emplate and an example e. On the 31 1 of May, a jury will be b reviewing g all applications a t to identify 6 to 8 Finalist ts. After tha t, the viewin ng public will select the top 3 organisations. Out t of these,thejur rywillappoin nttheultima atewinner.

or contact Vinciane For F more inf formation, please visit our o website o V Bea auduin ( info o@efqm.org or phone +32 + 7753510). 7 4

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Creative Use of Social S Me edia Goo od Practic ce Comp petition W Winner 2012 2

The T S tate Un nitary Enterpr rise Vodoka anal of S t. P Petersburg pr rovides water w and wa astewater se ervices to the e city of S t. P Petersburg. An A interview wit th Kirill Biryu ukov, the Lea ading exper a at the Qualit ty systems s De epartment. What do oes this Prize e mean to yo ou? We are pleased that t the interna ational jury h highly appre eciated Vodo okanals socia al media use e project. ThisvictorygaveanewimpulsetotheDaVo odaPortalte eambydemo onstratingth hat,ontheone o hand, we have e made the right r choice of the area o of activity an nd, on theother o hand, t that we shou uld never be satisf fied with what has alread dy been ach ieved, that we w shouldmake m headwa ay, look fornew n non trivial instruments fo or interactio on with the a audience an nd promotion n of the idea as relating to t careful attitude towards wa ater. Further rmore, the f fact that we have won the goo od practice competition in creative e use of social media enhance ed the prest tige of our project bot th among th he staff of Vodokan nal St. Peter rsburg, and among the existing and d potential partners sofDaVodaPortal. Why did d you partici ipate in the EFQM Good d Practice Competi ition? Such competition gi ives an exce ellent oppor rtunity to look at your projectw withtheeyesofanoutsider.Itisaso ortofproject tauditand marking exe a benchm ercise. It give es a chance t to compare your results Neva main character of the portal with the e achieveme ents of other people, to o draw conc clusions and adjust yo our activities s. As a Russia an saying go oes, you can"look at the othersandshowyou urworth,an ndthissaying ysuitableinourcase. gisperfectly How did d your organisation bene efit from the e competition? We have e got the opportunity to o learn about t other comp panies bestpractices w hich is, undo oubtedly, very use eful. In prepa aration to th he competitio on we could d once againanalyse our r project, the e process of deve elopment, st trengths and d weakness ses of the project. The e outcome of the com mpetition notwiths standing, suc ch selfasses ssment is ver ry important t for furtherimprovemen nt of our act tivities to be imple emented und der this spec cific project and generally, in the fie eld of Vodok kanal interaction with thesocie ety.Ofcours se,ourvictor ryinspiredalllVodokanalstaff,letalo onetheDaV VodaPortalteam ould you reco ommend it to t others? Why wo The Olym mpic Creed: "the most important th hing is not to o win but to o take part is fully appl licable to such com mpetitions. One O can create a good s successful pr roject on the e basis of on nes own ass sessment and impressions, but such succe ess cannot be e systematic c without comparing one es results with w other peoples s achievements and with hout getting expert asse essments. Participation in n competitio ons saves the time e and mone ey that wou uld be spen nt on indep pendent expertise or th he learning of other compani ies good ex xperience. By y participatin ng in compe etitions one can c have a b better under rstanding ofcustom mers,forese eetheirexpe ectationsand dmakeabet tterproject(product).

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Excell lence in Action

Creative Use of o Social Media G Good Pra actice Co ompetitio on Finalis st 2012
Aninterv viewwithMiirenOrmaetx xeaLegarretaHRDirec ctoratComarca Bilbao,PrimaryHealt thcareattent tion. d you particip pate in the EFQM E Good Practice Com mpetition? Why did EZAGUTZ ZA,ourclinic cal communityof practic ce,wassetup u in2008an nd hasbecom meabenchm markCoP in the he ealthcare field in Spain.When W we fo und out abo out the comp petition we t thought it wo ould be a perfect o opportunity to showcase e our best pr ractice on th he internatio onal stage. A At the end of f the day, taking part in the co ompetition is i recognitio on for all tho ose who hav ve worked to o make EZA AGUTZA a nsmitamessageoflets scontinuealo ongthispath h. reality,awaytotran From yo our perspecti ive, what wa as the highlig ght of the ex xperience? Recording the video o, without a shadow of d doubt. Its not n easy to express e ideas s that go beyond the narrative e itself, to co ontribute something abo ove and beyond the esse ential that re eally shows the spirit andreas sonsbehindEZAGUTZA.Wewanted todosomet thingdifferent,somethin ngthatwasgood g fun, and we believe we achieved a tha at. And in sa aying that, wed w like to take this opp portunity to thank all those he ealthcare pro ofessionals from f outside e Comarca Bilbao for the eir efforts in helping to make m the video. How did d your orga anisation ben nefit from th he compe etition? The main benefithas h been the e contactsmade m with other organisations to discu uss and sha are ideas beyond the specific subjject area of the compe etition, the ereby enab bling us to o share knowle edge on areas of co ommon inte erest for improv vement. Furthermore, taking part t in the compe etition has enabled e us t to meet peo ople from organisations we possibly w wouldnt ha ave met otherw wise. Why wo ould you reco ommend it to t others? We belie eve that com mpeting with the best i s the best way w to ensure continuou us improvem ment and learning. Furthermore, taking pa art in the co ompetition is s the best way w to gain a access to exp periences that wou uld otherwis se remain on n a more loc cal level, thereby denying the expans sion of their r benefits forall.

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For those e who o like detail ls

Case e Studie es
Thecase estudiesofla astyearwinnersarealla availablefordownloadontheEFQM KnowledgeBase (membe ersonly).For rnonmembe ers,youcan findsomeca asestudiesthroughAma azon. DaVoda a.comisVod dokanalssoc cialproject. ItisanI nternetport talaboutwater,theprin cipalresourc ceonthe planetE Earth,andab boutcarefulattitude a tow waterresources

They know that their t custom mers want to be heard an nd they to provide as a many cha annels for t hem to do this as need t possibl le. In the pa ast this would have been n telephone, letters andma aybeemail;now n theyare esharingwit thalltheirco ontacts throug gh the intern net in Faceb book, Twitte er, Blogs and d other social sites; a com mpany like Virgin V Media must be re eady to andrespond. listena

Ezagut tza: This knowledge k platform, b based on Web W 2.0 technolo ogy, not only enables the t individu uals to share e his/her knowled dge with colleagues, c but also e enables BiE E as an organisa ation to shar re knowledge gained thr rough worksessions s . Since 20 010, the lessons learnt fr rom these se essions areaccessible a through h EZAGUTZA for all Osaki idetza emplo oyees, thus achieving a opendialogu uethroughouttheorgan nisation. amoreo

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Excell lence in Action

EFQ QM Fo orum 2013

23& 24 October

Achiev A ving E Excelle ence

All orga anisations st trive to be successful, some fail, some a achieve per riods of success but ultimately fade fro om view, and a a few achieve s ustainable success,gainingde eservedresp pectandad dmiration. The E EFQM Foru um - a great opportu unity for netw working, an nd getting g now insig ghts on issues which makes for leading organisations Jens Strube, Bo osch Bari-

The the eme will be " Achievin ng Excelle nce" . The program mme will feature f keynote spea akers and case pr resentation ns from th he EFQM Excellence Awardn nomineesfo ocusingonhowEurope e'sleading organisa ationssusta aintheirsuc ccess

Vienna TownHall

TheEFQ QMForumwill w takepla aceattheIn ntercontine entalHotelin i Vienna. On23Octo ober,the Award C Ceremony will w be host ted by the V Vienna City y Hall, oneof o the most t splendid amongst a thenum merousmon numentalbuildingsalo ongViennas s.
Excelle ent knowle edge shari ng event and a

networkin ng possibility for dele egates act ting in the world of excelle ence.

Carola M ller, T-Syste ems MMS -

Join the e EFQM For rum 2013 on n Wednesd day 23 & Thursday 24 October O in V Vienna. Fo or more informa ation, www w.efqmforum m.org
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New w Way ys of Work W king: SOQ S

Inter rview with w Pa aul Sand ders an nd Ann nemie S Simken ns

Pau ul is special lised in coac ching high performance leadership teams who are mu ulticultural, div verse and wor rking virtually. He has been working with h senior leadership tea ams in Genera al Electric aro ound the worl ld and across s different bus sinesses for many m yea ars.

Annemie is consultant t in organisat ional develop pment, workin ng for social and a ctor public sec Larg ge scale proj jects with fed derations and d governmen nt to implement quality sy ystems C hange managem ment sessor since e 2005 assessor t team leade er since 20 011 EEA ass Using S O OQ as a frame ework when working w on imp proving work king environment sations in organis

New W Ways of Wor rking" what is a new w way of worki ing? Paul: Fr rom my pe erspective we w are real ly g, talking about virtu ual or remote working where p people need d new tools, process an nd approaches for communication, team m working and collabo oration with h people wh ho are no longer sittin ng in the sa ame building g. Technolo ogy has dev veloped muc ch faster tha an the hum man brain in this area and as huma an beingsw wearecurren ntlyplayingcatch c up. Annemie e: With th he NWW is s understoo od: organisin ng knowledg ge work in a flexible w way withfocuson: cientandresultorientedworking Effic Inde ependentoftime t andpla ace on Wit th more resp ponsibility an nd satisfactio forempl loyees This is made poss sible by int tegrating ne ew ogyandespe eciallyvirtualtools. technolo

We W mentione ed at the beg ginning that t you are bo oth SOQ lice ensed Consu ultants. What is the SO OQ? How can it help to a an organisat tion? Pa aul: The SOQ (siituational outlook qu uestionnaire e) is based d on 50 years y of re esearch and is a tool w which allow ws us to measure m the climate of a team or business b ac cross nine dimensions, d to benchm mark the re esults agains st highperfo formance te eams, to id dentify gaps and then t to build and d deliver ac ctionplanswhich w improv vethe climat teinthe ne ecessary are eas and the erefore ena able the te eamtoperfo ormtoitsfulllpotential

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Excellence in Action
Annemie: Itconsistsofastandardised questionnaireandsomeopenquestions.It canbeusedonorganisation,departmentor teamlevel.TheSOQuses9dimensionsto measureclimate: 1. Challenge/Involvement 2. Freedom 3. Trust/openness 4. Ideatime 5. Playfulness/humour 6. Conflict 7. IdeaSupport 8. Debate 9. Risktaking What is the most important Challenge? Paul: In my experience it is definitely trust and it shows up in the SOQ analysis all the time, many of the problems and challenges that we discover and that we coach individuals and teams to work on have their roots firmly in issues of trust and of course trust is much harder to build remotely than whenpeoplearefacetoface. Annemie: I think that the right culture is an important factor for success of NWW, as people will interact differently. But culture is not so easy to get impact on. Climate is a concretedimensionofcultureandistherefore easier to influence. Moreover much research exists on the relationship of a healthy climate with success factors of companies and organisations especially about successful copingwithchange. How do you deal with it? Paul: We coach people to put the issue of trust on the agenda and using the SOQ helps people to do this because it is datadriven and takes some of the emotional and personal aspects out of the equation. We help people implement new ways of building trust when working remotely and in global, multicultural teams it has to be done explicitly and purposefully because the spontaneity of interaction which is present among colocated teamsisoftenmissing. We are talking about changes, environment, culture, leadership... all of them are intangible, abstract concepts; can we measure them? How can we do it? Paul: Wecanindeedmakemanyofthese conceptsmoreconcretebymeasuringthem wecanusetoolsliketheSOQtomeasure climate,wecanuseassessmentsand competencymodels,360sandsurveysto measureleadershiponewordofcaution,I alwaysadviseleaderstoseethisdatanotas anendpoint,notassomethingtobe debated,buttoseeitasastartingpointfor dialogueanddiscovery,aboutyourselfand aboutthoseyouworkwiththatisthereal powerofusingtoolssuchasthese. What can the SOQ learn us in the perspective of NWW Annemie:Basedontheninedimensionsof theSOQ,wecangivesomepracticaltips.Lets havealookatthedimensionsTrustand Debate: If we look at trust in the context of NNW, we can already say that the less contact there is, the more important trust becomes. The SOQ gives legitimacy to talk about trust: in discussion with the people involved, there can be explored how trust can be safeguarded in the new situation. Opening this discussing is already a big step forward. It will also be important to discuss explicitly the shift from control to autonomy with managers and supporttheminthisshift. Debate means that different points of view are exchanged in the organisation. When using virtual tools the dynamism of this dimension can be at risk if not taken care off properly. It will be very important to make clear distinction between information sharing and decisions. Virtual tools are enabling sharing and understanding information. But when decisions need to be taken, facetoface contact is more appropriate. Taking decisions istoocomplexandoftenmoredimensionsare interfering. Face to face contact enables to

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perceive e slight signa als and to adjust to what t is happeningatthemo oment. We can see that more and more e organisa ations are ad dopting this new ways of f working g; is this the future? f Will organisation ns need to adapt to thi is ways of working if the ey want to survive? Paul: In my opinion the answer is YES and d I is in fact an extension of o how peop le think it i are start ting to live generally g e.g g. more soci al interacti ion which is virtual rather tha an m its the t norm fo or physical via social media, many pe eople now and it is the norm n in man ny organisa ations. So fo or me its not just abou ut survival, it should be about growth, g bot th personalandorganis sational. Annemie e:Kluwer,an nimportanttraining provider rinBelgium,wasdoingaresearchin

012with950 0professiona als.Thepositive 20 re eactionsofth heresponde entsareconv vincing: Increased dstaffsatisfa actionthrough betterwo orklifebalan nce(80%) heresponden 50%ofth ntsconsiderNWW asthefut tureforwork kingandapp preciates theflexib bility defficiencya andproducti ivitywith Increased employee es(40%) o traveland daccommodation Savingson (34%) eemployerf for(new)em mployees Attractive (31%) trepreneursh hipandresponsibility Moreent 8%) amongem mployees(28 einstaffturn noverand Decrease absentee eism(26%). otheseresul ltsareclear, ifanorganis sation So wants w tobeanattractivee employer,it willbe im mportanttointegrate i ino onewayoranother, a th heNWW.

Are you also using New N Ways of f Working at t your Organisation? Would like to sh hare your nce with us? Join the Good Practice C Competition n and won a 1 year EFQM M membersh hip for experien free! r website and d send us yo our Good Pra actice Video before May y! Visit our

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Excell lence in Action

Share Wh hat Works W

Learn n from leading orga anisatio ons and e experts s from your d desk
Webinars sareagreatwayofsharingexperien nce,withouthaving toleaveyouroffice.EFQMorganisestheme dwebinarsto t giveyoutheopportun nitytobenefitfrom wledgeandexperience e of o leadingorg ganisations.Someofthe eseareone eoffwebina arsona theknow specifict topic;others sarepartofaseriesen nablingyouto t gaindiffer rentperspect tivesonthesame topic. In2013,EFQMmem mbersareinvitedtosignu upforwebin narsonthefo ollowingsubj bjects:

Free e for EFQM members!

Breakthr rough Sustainabil ity:Seriesof o webinarsfor f ourmem mbersaboutthe t

f futureofsus stainability

Innova ative Sus stainabili ty

Who? ? DaxLovegr rove,heado fbusinessan ndindustry,WWFUK. When n? 5thFebrua ary

Secon nd Sessio on
Who? ? Umicore,recognisedas saGreenGame G Change erbyWWF.. When n? February

Business s to Busin ness:Learn nmoreaboutCustomerExperiences. E . Custo omer Exp perience at Ricoh

Who? ? RicohBelgi ium. When n? 26thFebru uary

Seco nd Sessio on
Who? ? Bursagaz. When n? March

For more e informat tion or to sign up: visit v our website, w m mail us on info@ @efqm.org g or call +32 + 2 775 3511

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New w Trai ining: Inter rnal Assesso A or Tra aining g

This3da aycoursehasbeendesig gnedto prepareindividualsto t completean internalassessmentoftheir organisa ation.During gthecourse, ,youll gettopr racticeusinganumberoftools, fromsim mpleselfasse essmentstoafull Awardsi imulation.After A thecourse, youllbe eabletodecidewhichtoolsare bestsuit tedtosuppo ortingyour organisa ationandhow wtogetstar rted.

What s in it fo or you?
LearnaboutvariousSelfassessment ttechniquesandwhichis smost s suitableforyour y organis sation UnderstandtheEFQMEx xcellenceMo odelanditslinkstothe Fundamenta alConcepts Learnhowto ousediffere entselfasses ssmenttools s W Workoutwh hichoptionbest b suitsyou urownorganisation Practiceinte erviewingand dworkshop techniques Learntoeffe ectivelyapply ytheRADAR Rtoproducevalueadding performance eanalyses

More Informat tion

Thiscoursecancurre entlybedeliveredbythe efollowingEFQMLicence ed Trainers: S StefanHagm mann Stefan.Hagm S mann@qplusr resources.de e A AndreHayne es andre.hayne a s@mac.com m KarlKoller koller@itqm k .ch r ka.walter@w web.de KarinWalter FelixHorner felix.horner@ f @suva.ch C CelalSeckin celal.seckin@ c @superonline e.com pichtig b.spichtig@g b gibmanagem ment.ch BenjaminSp J JacquelinevanRijswijk Jacqueline.va an.rijswijk@improve4all. .nl A AlaineSomm merville alaine.somm a merville@qua alityscotland. .co.uk EmadEldienHussein emad.hussei e n@changem mastersintern national.com m T TonyBendel ll tony@service t esltd.co.uk Formore einformatio on,pleasevis sittheEFQM Website.
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Excell lence in Action

Goo od Pra actice e Visits s

See a leadi ing org ganisation in action! a

Sign u up now for f one of o our FR REE Good d Practice e Visits i n 2013
Compan ny Name GCEurope CocaCola Bosch Ba amberg Pom+ Coplanin ng Coun ntry Belgium Turke ey Germ many Switz zerland Luxem mburg Da ate 7March M 26 March 10April 8May M 10 June Spoken Language English English English German German

Formore einformatio on,pleasevis sitwww.efqm m.org.Tosig gnup,please emailusat tinfo@efqm.org.

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Mag gic of f Innov vation n

Oasis of Excel llence Inn novation n Confere ence Pari is, 17th-2 21st April 2013
Aninterv viewwithKa ariKeskinen, VicePreside entofLaatuk keskusExcell lence Finland,organizerof ftheOasisof fExcellence InnovationConference, C a lconference withworldc classinnovat tionsand uniqueinternational exceptio onallocations,likeDisney ylandPariso ortheEiffelTower. T We are t talking abou ut innovation n, competitio on, experts, conferences s what is e exactly the Oasis O of Exce ellence Innov vation Confe erence? KariKeskin nen OasisofExcellenceis sanannually yorganizedh highcaliberinternationalinnovation conference.Its purposeistoencour rageandpro omoteinnova atingglobally y.Toachieve ethat,theco onferenceisplanned uptothe efinestdeta ailstoensure emaximizatio onoftheexp periencefortheparticipa ants.Theconference isheldataninnovativelocationandfeatures sseveralpro ominentworldclasskeyn notespeakers. Why and d how was t his project born? b OasisofExcellencewas w bornasacelebration ntoinnovation.Itservesbothasapr rizeforthewinners w QualityInnova ationoftheYear Y compet titionaswellasawayto networkand dlearnfrom m oftheQ innovato orsaroundth heglobe.The enameofth heconferenc ceisderivedfromthena meoftheOasisof Seascruiseship,thefirstsiteofthe t conferen nceandawin nneroftheQuality Q Innov vationofthe eYear competition. What do o you take in nto account when w choos sing the locat tion/ How do you choos se the locatio on? Why Par ris? Pariswasnicknamed dLa ville lum mire (TheC CityofLight) )backintheAgeofEnlig htenmentin nthe d18thcenturies.Thenam meisarefer rencetoParisasacenter rofeducatio on,innovationand 17thand ideas.Incidentally,it talsorefersto t theearlyiinstallationof o streetlightinginParis atrueinno ovation initsday ythathasim mprovedurba anlifeforgo ood. Why Dis sney? TheWaltDisneyCom mpanyisale eadingintern nationalfami ilyentertainm mentandme ediaenterpr risethat wasfoun ndedbackin n1923.Thejo ourneyfrom mDisneyshu umblebeginn ningstoaglo obalentertainment corporat tionispaved dwithcreativ vityandinno ovation.ItisthisDisneyMagic M thatw wehopetole earn aboutby ymeetingthecreativeminds m behind DisneylandParis.

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Excell lence in Action

d you decide to focus in Innovation? I Why did Innovationsareawa aytochangetheworlda ndadrivingforcetomak kearealdiff ferenceinev veryday enwearetalkingaboutinnovationsw wearenottalkingabout tjustideas,b buttheproce essof life.Whe translatingtheminto oagoodorservice s thatc createsvalue eforthecustomeraniinnovation.Our O ncefocuseson o thedevelopmentoft hatprocessandhowitcan c bemanag ged. conferen I am not t sure if I will attend the conference why should I be there e? otrulyfocus OasisofExcellenceis sauniqueopportunityto sononeofth hemostimp portanttopicsofour nnovationfor f fourdays s.Itisalsoa rarechancetonetworkanddiscussw withinnovat torsfrom timein aroundt theglobeandtolearnfro omthem.Du uringthecon nferenceyou uwillalsobe eabletoget personallyacquainte edwiththeworld w famou skeynotesp peakerssuchasPeterMe errill,PravinRajpal nddontforg gettheonce inalifetime echancetopeek p behind thecurtains sof andRobinWood.An Magic!Allinall,youreallyshouldnot tmissthisco onference. DisneyM

Don't t take only our o word; listen to las st year's p articipants s The co nference was w very in nspiring an nd thought t provok king. I got a lot of concrete too ols to use in my o organisatio on. The eve ening prog grams were o of superb quality. q Pra actical arran ngements were fl lawless."
Niko He erlin, Senio or foresight t specialist, , Finpro

" The Inn novation Conference C e was inspiiring, educ cating and very y enjoyable. The par rticipants w were fully engaged d, and the e organizer rs did a fan ntastic job. . Highly recomm mended exp perience." "
Kari Lau rila, CEO, Team T Actio on Zone

Formore einformatio onandregistrationsemaiil:kari.keskinen@laatukeskus.fi/tell:+358503621532

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Microsoft Word - Excellence in Action - Excellence in Action.pdf

http://www.efqm.org/en/PdfResources/Excellence in Action.pdf

New w EFQ QM Membe M ers

BOConsult C CardProcess sGmbH C CocaColaIcecekA.S. C ColegioMilit tarAntonioNarino N C ConceptualQuality Q EtisalatServicesHolding (ESH) E(EuropeanChamber) C EuChamCEE MinistryofForeign F AffairsUnited A ArabEmirate es MountCarm melPrivateHospital Munic cipalityandP Planning Depar rtmentAjma an SNCLavalin L Inc.H Hydrocarbons s& Chemicals Valrho ona Wyser&Nirk NationalQualityIn nstute SDEA(Syndicatde esEauxetde e duBasRhin) l'Assainissementd

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Microsoft Word - Excellence in Action - Excellence in Action.pdf

http://www.efqm.org/en/PdfResources/Excellence in Action.pdf

Excellence in Action

The Introductory Meeting

When?24April2013 Where?EFQMoffices,Brussels IfyouarenewtoEFQM,ifyouarethinkingaboutimplementingtheModel,orifyouareconsidering becomingpartoftheMemberNetwork,thenthiseventissomethingforyou! IntroductoryMeetingsareonedayfreeeventstogiveyouanintroductiontoEFQMandour ExcellenceModel.YouwillleavethedaywithabetterunderstandingofEFQM'sportfolio,our NetworkandadraftofyourpathwaytoExcellence.Theprogrammefeaturesthefollowingsessions: IntroducingEFQM:whoweareandwhatwedo UnderstandhowtheEFQMExcellenceModelcansupportyourorganisationsdevelopment Heartherealexperienceofaguestspeakerfromaleadingmember MeetonetoonewithanEFQMteammembertobetterplanyourjourney Sign up now! Toregister,emailinfo@efqm.org

Becoming a Member
Organisationscanjointhe EFQM member communityandenjoysomeexclusivebenefitssuchas accesstofreeassessmentandimprovementtools,participationtoevents,themedwebinarsand goodpracticevisits.Tolearnmoreaboutourmembercommunity,feelfreetocontactustojoinone ofthefreeintroductionmeetingsatourofficesinBrussels. AsamemberofEFQM,youwillenjoythefollowingexclusivebenefits: Expertadviceandsupportforyourorganisationsjourneytowardsexcellence. Buildyourprofessionalnetwork. Themedeventsandwebinarsthroughouttheyear,withGoodPracticesandnewtoolsbeing sharedandexplainedbyEFQMandmemberorganisations. AccesstotheEFQMKnowledgeBase,adatabasecontaininganumberoffreetodownload assessment,managementandimprovementtools,aswellasGoodPracticesidentifiedfrom thelast3yearsoftheEFQMExcellenceAwards. Membersreceiveadiscountof20%onEFQMProducts&Services,includingTraining, PublicationsandRecognition. Formoreinformation,pleaseemailinfo@efqm.org

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Microsoft Word - Excellence in Action - Excellence in Action.pdf

http://www.efqm.org/en/PdfResources/Excellence in Action.pdf

Join the De ebate

We W created The EFQM M Network for Sustain nable Excellence to facilitate f a d dialogue bet tween our peers p and th he wider com mmunity. The T group is s open to an nyone with an a interest iin this area. Around 4500 4 individ duals have already a joine ed our grou up and shar red their experiences. e Ifyouvego otaquestion,itsagreat placetostar rt. Wesha aredailyNew ws,updates, articles,inv itationsandmuchmorewitharound d1200 followe ers,wanttobecomeone e? Shareyo ourideas,photos,andotherEFQMm momentsonFacebookorTwitter.

Jo oin the Network

EFQ QMmember rscomefrom madiverserangeoforga anisationsan nd nationalities.W Whatdotheygetoutofthenetwork k?Watchthi isto findout.

Th he EFQM E Excellence e Award

Wh hatdoorgan nisationsgain nfromenter ringEuropes smostprestigious exc cellenceawa ard?HearfromsomeoftheFinalists sfrom2012.

Introducing g the EFQM M Excellen nce Mode el 2013

Lea arnaboutth helatestupdatestotheEFQM E Excelle enceModel wh hatsdriving changeandhowareexcellentorgan nisationsadapting.

And m more .
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Microsoft Word - Excellence in Action - Excellence in Action.pdf http://www.efqm.org/en/PdfResources/Excellence in Action.pdf

Excellence in Action

EFQM AvenuedesOlympiades2 5thFloor B1140BrusselsBelgium Tel:+3227753511 Fax:+3227753535 Email:info@efqm.org Twitter:@efqm http://www.efqm.org

EFQM 2013
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