Enhancing Customer Satisfaction with the EFQM Excellence Model

EFQM Excellence Model: Customer satisfaction, positive impact on society, and management of material and human resources. Western Europe RADAR: Results, Approach, Deployment, Assessment, Review.

Criteria for Excellence

1. Leadership (10%): Mission, vision, and values; personal involvement; continuous improvement; motivation; support.
2. Policy and Strategy (8%): Present and future needs of stakeholders; information from performance, research, and learning; developed, reviewed, and implemented frameworks.
3. People (9%): Involvement, recognition, planning, dialogue.
4. Partnership and Resources (9%): External partnerships, finances, buildings, equipment, materials, technology, and information management.
5. Processes (14%): Management and innovation to satisfy customers and stakeholders.
6. Customer Results (20%): Perception measures and performance indicators.
7. People Results (9%): Similar measures as customer results.
8. Society Results (6%): Similar measures as customer results.
9. Key Performance Results (15%): Similar measures as customer results.

Fundamental Concepts

1. Results orientation
2. Customer focus
3. Leadership and constancy of purpose
4. Management by processes and facts
5. People development and involvement
6. Continuous learning, innovation, and improvement
7. Partnership development

MBNQA Quality Improvement

Stimulate American companies, recognize companies, establish guidelines, and provide guidance for other American organizations.

Aims of Quality Excellence

1. Promote awareness of quality
2. Share information on successful quality strategies
3. Understand the need for quality excellence

Key Concepts of Quality

1. Quality defined by the customer
2. Clear quality values
3. Well-designed systems and processes
4. Continuous improvement
5. Develop goals
6. Shorten response time
7. Base decisions on facts and data
8. Well-trained employees
9. Defect prevention
10. Elevate supplier performance

Leadership and Empowerment

Leadership: Gives energy to the work and empowers the workforce.

Empowerment: The collective effect of leadership.

Activities of Senior Executives

1. Defining business directions
2. Meeting expectations
3. Reviewing business performance and taking action
4. Creating enjoyable work conditions
5. Getting feedback from customers
6. Ensuring employees are contributors to the business
7. Motivating
8. Recognizing
9. Providing honest feedback

Capacities of a Leader

Vision, empowerment, intuition and competence, self-understanding, integrity, reliability.

Principles of Quality Leadership

Visible, committed, and knowledgeable; missionary zeal; aggressive targets; strong drivers; communication of values; customer contact; organization.

Juran Trilogy

Quality planning, control, and improvement.

Baldrige Award as a System

Leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and business results.