TQM & ETO Benefits of EFQM Benefits of SAETO? EFQM Basics Self-Assessment Levels of Excellence...
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Transcript of TQM & ETO Benefits of EFQM Benefits of SAETO? EFQM Basics Self-Assessment Levels of Excellence...
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Self-Assessment for Educational and Training Organisations
Screen 2
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Quality in Educational and Training Organisations
Training Organisations without an ISO 9000 series certificate will find it increasingly difficult to do business in a commercial environment.
However, this series of quality management system standards should be regarded by organisations as the minimum and the objective should be to surpass the specified requirements!
In particular, the current challenge is to develop effective preventive action disciplines and mechanisms to ensure that these drive continual improvements and broaden the vision from a mere paper work system audit.
Screen 3
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Beyond ISO: EFQM
Many organisations have an ISO 9000 series registration and remain stuck on this quality management foundation stone.
They require simple effective advice on what steps to take next on the improvement journey towards business excellence.
The challenge is to provide this in appropriate and easily understandable stages, which can move them from ISO 9000 series registration to real, internationally recognised excellence in their business area.
Screen 4
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Beyond ISO: EFQM
The basis for this was developed by the European Foundation for Quality Management and is called the EFQM Excellence Model.
The gap between the requirements of the ISO 9000 series and the holistic nature of the EFQM Excellence Model cannot be bridged by taking just another list of criteria for measuring the organisation.
More of the basics need to be put in place before the EFQM Model can be effectively used for assessing an organisation.
By using EFQM-based self-assessment, it will also be easier to carry out self-assessment according to the European Quality Assessment Framework on Quality in Vocational Education and Training (CQAF in VET).
Screen 5
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Economic benefits of excellence
Opens the door to Excellence Awards, which in itself can be very motivating for the enterprise.
Survey Basis: >200 Award winning organisations:
74,5 75 75,5 76 76,5 77 77,5 78 78,5 79
Profit per employee
Return on total assets
Turnover per employee
Profit margins
% above industry median
Screen 6
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
How does a self-assessment help me?
Self-Assessment is a
holistic
regular
systematic
evaluation of the tasks and results of the organisation.
The objective of self-assessment is
the examination of the organisation’s performance and
the continuous improvement of its activities.
Screen 7
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
How does self-assessment help me?
Participation of management Active involvement of core areas Information of all employees Avoiding that people might feel controlled Creating a common understanding of quality
Investigate current status
Enable comparison
Identify strengths and weaknessesReasonsReasons
Foster improvement activities in the organisation
Assessment based on facts
Basis for comparison with other organisations
Can be used in all areas of the organisation
AdvantagesAdvantages
Pre-requisitesPre-requisites
Screen 8
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Benefits of EFQM software support
If you are serious about EFQM you must regularly assess your situation!
The software “explains” the model as you go along.
Instead of reading a book on EFQM, the software leads you step-by-step.
The EFQM based analysis of strengths and weaknesses will be linked directly to continuous improvement and in line with your corporate strategy.
The costs saved in a single assessment in terms of time and staff can already cover the costs of a software package.
Screen 9
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Benefits of EFQM software support
“Home-grown” solutions (e.g. using Excel) cost at least as much as GOA/SAETO but are far less powerful and time-saving.
A standardised software:
has automatic updates,
offers upgrades with new, additional features,
evolves just as the EFQM Model evolves,
offers automated distribution of questionnaires,
allows anonymous analysis of survey data,
offers expansion towards related models
etc…
Screen 10
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Benefits of inquiry software support
EFQM calls for systematically obtained data
Web-based inquiries can be carried out anonymously
Particularly important for satisfaction inquiries
(students, personnel, teams, 360°management feedback, ...)
Regularly conducted inquiries allow fast reaction to perceived, “smaller”problems and thereby strongly improve motivation
Satisfaction surveys can be used as valuable input for the
continuous improvement process
Screen 11
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Benefits of inquiry software support
Electronic surveys are fast to implement and low cost to conduct.
Analysis of returned data is an integrated part of the tool and the results can be automatically printed into reports.
The GOA knowledge bases deliver the structure and contents for implementing organisation specific surveys.
The GOA/SAETO knowledge bases offer a catalogue of assessment and survey questions that have been thoroughly field tested and validated.
Those questions provide a basis and can be adapted to your organisation’s specific needs.
Screen 12
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
The added benefit of SAETO
Copenhagen Process: self-assessment will become the keystone of continuous improvement in education and training in Europe.
The European Common Quality Assessment Framework in VET (CQAF) requires continuous improvement and provides a homogeneous framework of quality assessment across all existing quality systems and levels of education
SAETO meets all requirements of CQAF in VET.
MethodologyMethodology ImplementationImplementationImplementationImplementation
AssessmentAssessmentandand
evaluationevaluation
AssessmentAssessmentandand
evaluationevaluation
ReviewReview(Feedback and (Feedback and
procedures procedures for change)for change)
ReviewReview(Feedback and (Feedback and
procedures procedures for change)for change)
PlanningPlanning(purpose (purpose and plan)and plan)
PlanningPlanning(purpose (purpose and plan)and plan)
Screen 13
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What is the added benefit of the SAETO solution?
European solution with multinational validation.
Product based on EFQM & ISO and licensed by EFQM.
Extensive survey catalogues for stakeholder analysis.
All questionnaires are adapted in language and content to the educational and training sector.
Modular structure allowing for short or in-depth surveys.
Adaptable to specific and individual needs.
Direct follow-up on improvement suggestions using GOA Balanced Q-Card.
Integration of methodology, training modules and software.
Support by an international partner network.
Screen 14
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Compatibility
The SAETO solution is compatible with ETO specific quality systems, such as:
CQAF: (European) Common Quality Assessment Framework
ANECA: Spanish National Agency for Quality Assurance and Accreditation
eduQua: Swiss quality certificate for ETOS
Gütesiegelverbund Weiterbildung: Quality Label Association for Continuing VET, Germany
LQW: Learner-oriented Quality in Continuing VET, Germany
Screen 15
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What is special about the SAETO software solution?
All assessment and survey catalogues have been adapted in content and language to the educational and training sector.
The assessment solution is scalable to the organisations size and requirements and the advanced modules cover both CQAF/EFQM and ISO 9001 .
The survey questionnaires are built both on the requirements collected by a stakeholder analysis and the expert knowledge on what kind of questionnaires is mostly used when evaluating ETOs.
The modular structure of the catalogue of questions allows to fit each survey exactly to the demand in size, depth and complexity.
Screen 16
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Benefits of GOA/SAETO WorkBench
Conforms to the EFQM model and is always up to date.
Supports methodology and provides a well structured implementation.
Offers self-assessment as well as a number of surveys for collecting the needed raw data.
Minimises the training needs to implement EFQM.
Adaptable to the individual requirements of your organisation.
Offers multilingual assessment and survey catalogues.
Fast and efficient reporting integrated.
Follow-up on improvement suggestions and CIP implementation planning with the Balanced Q-Card.
Screen 17
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
GOA Inquiry Modules supporting the Excellence Model
Team EffectivenessLOP Inventory
ObjectivesInnoMan Kultur
Customer Inquiry
Supplier Audits (Inq. Prof)Basell II Inquiry Prof.
Objectives360° Management Feedback
People InquiryOrganisational Climate
KVP WorkBenchProject ExcellenceInnoMan Process & Project
Screen 18
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What is Excellence?
Excellence is defined as an organisation's excellent practice of
management and achieving results.
Organisation
Screen 19
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What is Excellence?
Excellent Organisations show a strong commitment to the satisfaction of all their stakeholders, related to what they do today, how they do it and how they plan to do it in the future.
During the 80s several, closely related models to measure this kind of excellence were emerged. Their overall approach is similar, but they reflect the business and political frame conditions of their regions of origin.
Nowadays three approaches are recognised as international standards:
Baldrige Award in USA
Demming in Japan
EFQM in Europa
Today, the Excellence Model of the „European Foundation for Quality Management“ (EFQM) is the most used worldwide and offers a holistic view of the company.
Screen 20
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
EFQM: Levels of Excellence
The Excellence of an organisation can be assessed and validated on several levels.Committed to Excellence is designed for organisations, or organisational units, that are at the beginning of their journey to Excellence. For these organisations, the emphasis is on creating passion and commitment amongst internal stakeholders in order to generate the necessary momentum. Committed to Excellence provides you with a practical and simple way to build on your knowledge and experience of the EFQM Excellence Model and RADAR logic.Recognised for Excellence is designed for organisations that are well on their way to organisational excellence. These organisations, or organisational units, have experience in implementing Excellence concepts and Management Frameworks. It recognises the successful efforts they have made to implement excellence and good practice. It provides you with a structured way to the plan and chart your progress on the journey to excellence. Recognised for Excellence gives the opportunity to clearly identify the strengths and areas for improvement of your organisation from an external point of viewWith the new scheme, we have increased the possibilities for organisations to be recognised by introducing 3star, 4star or 5star recognition.
- 3* = 300+ Score- 4* = 400+ Score - 5* = 500+ Score
Screen 21
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
EFQM: Quality Awards
The quality award is offered to organisations that show a sustainable excellence in all aspects of the EFQM Model.
The award is presented on regional (e.g. Basque Quality Silver/Gold, Bavarian Quality Award), national (e.g. AQA, ESPRIX, LEP) and European level (EEA).
Screen 22
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Grundlagen des EFQM Modells
The benefits of obtaining the EFQM Excellence Model will be optimised based on how well the management team apprehends the fundamental concepts.
Below, we show the Fundamental Concepts, which are continually adapted and improved:
Results Orientation
Customer Focus
Leadership & Consistency of Purpose
Management by Process & Facts
People Development & Involvement
Continuous Learning, Improvements & Innovation
Partnership Development
Social Responsibility
Screen 23
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
EFQM Principles
The model applies the Fundamental Principles in the following Structured Management System comprising of 9 criteria, broken down into sub-criteria and the areas to cover.
Through these, the progress of the organisation is evaluated regarding the pursuit for Excellence.
© EFQM
What the organisation
DOES
What the organisation
ACHIEVES
Screen 24
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Concept of the EFQM Model
The EFQM Excellence Model represents the broad and contrasted guiding framework, which serves as a guide in the search for increased quality, given that tools and methodologies for improvement exist and continually arise.
Methodology to improve EFQM Self-Assessment with the RADAR Tool.
Self-evaluation according to the EFQM Model
Carry out the activities
provided in the improvement
plan
Prioritise resulting areas for
improvement
Result: Strong points and areas for improvement
Draw up an improvement plan
Integrate it with the management plan
Screen 25
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What is Self-Assessment? (1/2)
Self-Assessment:
Examine own performance and continuous improvement activities
Systematically and regularly evaluate duties and results of the organisation
Position fixing, mirror
the organisation evaluates itself
analyses its’ strengths and weaknesses
agrees upon necessary actions for continuous improvements
Screen 26
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What is Self-Assessment? (2/2)
It is a detailed map for management and employees with answers to the following questions:
How does our organisation „work”?
How good are we?
How good are we in comparison to others?
How good do we need to be?
What do we need to do to change/improve/develop?
Where and when can we most effectively start?
Screen 27
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Why do Organisations carry out Self-Assessments?
To…
objectively evaluate an organisation and identify possibilities for improvement
to integrate „Island solutions“ and create a general direction for activities
to transfer knowledge and experience within the organisation
to improve internal awareness of TQM
to create a basis for comparison of results to others
to participate in national or international prizes of excellence
Screen 28
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
The Purpose of Self-Assessment
Self-Assessment …
is a strategic tool to support business planning, strategy development and performance improvement.
creates a comprehensive picture of the organisation.
integrates all interested partners and creates a requirement for intensive communication and explanations between them.
encourages an understanding for business organisation and creates a common language.
is a structured method based on facts.
allows for a systematic analysis of strengths and possibilities for improvements.
creates the chance to find possibilities for improvement projects.
Screen 29
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Self-Assessment: Success Factors
Self-Assessment …
creates realistic expectations especially at the beginning of the self-assessment processes.
creates understanding that:
self-assessment is not a one time process, rather needs to be continuously implemented in order to measure improvements.
self-assessment can not solve any problem on its’ own.
depends on the active participation of managing through example.
encourages integration of all stakeholders.
creates a relationship between self-assessment results and ongoing projects and intentions.
Screen 30
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Self-Assessment: Conditions
Preparation for Self-Assessment
The EFQM-Model is concrete enough for the business.
Numbers, data and facts are in a form easy to communicate.
Clear rules for implementation are set.
Be sure all participants have enough self-assessment experience.
Implementation of Self-Assessment
Openness and personal responsibility of the current and actual situation are necessary.
A neutral and qualified moderator should be used.
It is important not to focus only on percentages, rather to put strengths and weakness in central focus.
Follow-up of Self-Assessment
Implementation of steps need to be actively followed.
Results should be visualised, interpreted and communicated.
Screen 31
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Committed to Excellence – Introduction
Process: carry out a self-assessment and implement
three chosen improvement suggestions evaluation of the implementation through an
official validation through an on site visit. verbal Feedback
Required Application Documents:
None
The organisation receives a recognition for 2 years
Designed for organisations at the beginning of their path to excellence
Screen 32
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Committed to Excellence: Process
Phase 1: Self-Assessment The applicant receives the proper documents and instructions. A team (responsible management) from the organisation
carries out the self-assessment. It rates the individual questions based on EFQM-Criteria. Results are clear strengths and potential for improvements.
Taken from the potential for improvement an action plan can be created and prioritised.
From the action plan three improvement actions are chosen, planned and implemented within 9 months.
Phase 2: Evaluation through Validation This phase occurs approx. 6-9 months after the self-assessment. An individual responsible for the validation, checks during an on site
visit to what extent the three actions have been implemented. This occurs through analysis of existing documents as well as discussion with management and employees.
The organisation receives verbal Feedback.
Screen 33
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Self-Assessment: An Overview of the Process
Quelle: EFQM
Control Steps
Gain acceptance for self-assessment
Plan self-assessment
Create teams) for the implementation and training for self-assessment
Communicate the plan to those involved
Carry out the self-assessment
Create an action plan
Carry out action plan
Screen 34
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative: Easy Assessment – Education (1/3)
Attributes: Easy Assessment – Education is based on the EFQM-Model and the nine criteria. The pre-defined catalogue contains questions in which language complexity is reduced.
This makes the self-assessment self-explanatory and easier to understand. A complete self-assessment is possible within less than a day. With Easy Assessment as the single solution a self-assessment can be carried out in a
Workshop with many participants. With the Team version (Easy Assessment Team), electronic distribution to pass on
questions to many participants is possible. Creates an easy self-assessment. Link to ISO 9001
Software ModuleStufen SAETO: Easy Assessment - Education
European EFQM Award (EEA) National Quality Award Recognised for Excellence Committed to Excellence
Screen 35
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO-Selbstbewertungs- Alternative: Easy Assessment – Education (2/3)
Screen 36
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative: Easy Assessment – Education (3/3)
Advantages:
User friendly ratings with pre-defined questions
Questions can be individually altered
Explanations to every question provided
Electronic tracking of improvement actions is possible
Low implementation costs
No consensus workshop is necessary: There is an average valuation when improvement suggestions are gathered.
The results can generate a report in MS Word or HTML-Format.
Can be implemented for the beginner or expert.
Generates a basis from assessment data for the ISO-Handbook.
Disadvantages:
No evaluation following the RADAR-Logic
Screen 37
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
RADAR-Logik
The RADAR-Logic encourages:
interpretation of results with regards to politics and strategy planned methods to reach results the systematic implementation of methods and valuation of the methods and implementation
Quelle: EFQM
ASSESSMENT & REVIEWEvaluate and monitor
implementation and results
APPROACHPlan and set methods for
implementation
DEPLOYMENTImplement methods
RESULTSState the desired results
Screen 38
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative: EFQM Check-Up – Education (1/3)
Attributes: This self-assessment version uses top levels of the RADAR-Logic. The 9 criteria of the EFQM-Models are ordered in pre-defined questions which
can be individually altered, deleted or added. Questions can be electronically distributed and answered by chosen persons. Results create the basis for a consensus workshop.
Can be used by the beginner and the expert.
Link to ISO 9001.
Software ModuleStufen
SAETO: EFQM Check-Up - Education
European EFQM Award (EEA) National Quality Award Recognised for Excellence Committed to Excellence
Screen 39
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative:
EFQM Check-Up – Education (2/3))
Screen 40
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative: EFQM Check-Up – Education (3/3)
Advantages: System based on EFQM-Criteria Reduced expenses through user friendly software, support and automatic
analysis Questions can be individually changed Simple RADAR-Logic Evaluate based on target points with a EFQM weighting List the strengths and areas for improvement based on the criteria of the EFQM-
Model For each level of the summary, proof of strengths, improvement potential and
notes are provided Links to external documents is possible Generates a basis for the ISO-Handbook from assessment data
Disadvantages: Higher training efforts needed than with Easy Assessment
Higher assessment resources needed than with Easy Assessment
Screen 41
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative: EFQM Assessment – Education (1/3)
Attributes:
EFQM Professional – education implements completely the EFQM-Model and the complete RADAR-Logic.
The self-assessment is carried out from the starting point.
Many participants can be included and can answer the questions with no consideration to time.
Link to ISO 9001
Software ModuleStufen
SAETO: EFQM Assessment - Education
European EFQM Award (EEA) National Quality Award Recognised for Excellence Committed to Excellence
Screen 42
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative:
EFQM Assessment – Education (2/3))
Screen 43
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Self-Assessment Alternative: EFQM Assessment – Education (3/3)
Advantages: The self-assessment follows the EFQM-Model. Software support and automatic data analysis reduce expenses. The complete RADAR-Logic is used. At the end, a point evaluation for EFQM exists. A list of strengths and areas for improvement based on criteria of the EFQM-
Model is created. For each of these levels, the demonstration of necessary strengths and
improvement potential is summarized. Links to external documents can be made. A pre-evaluation for the consensus workshop can be created.
Generates a basis for the ISO-Handbook from the assessment data.
Disadvantages: All people involved in the process need to understand the EFQM concept.
All people involved in the assessment need to know how to score and collect assessment notes according to EFQM.
Screen 44
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Suggestions for how to proceed with the Introduction to EFQM
t
Introduction Optimisation
3 Months 6 Months 2. Year From 4. Year
SimplifiedQuestion catalogue (Easy Assessment Education)
Choice of improvement projects
Phase 1
Implement action catalogue
Apply for „Committed to Excellence“
Phase 2Repeat Self-Assessment
Introduce a CIP based on the results
Phase 3Move to Radar-Logic (EFQM-Check-Up)Introduce frequent questionnairesApply for „Recognised for Excellence“
Phase 4
3. Year
Phase 5
Complete Assessment (EFQM-EDU)
Apply for national or European quality award
Screen 45
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO support for ISO 9000 and EFQM
The SAETO-Solution:
Offers a translation of the EFQM-Question into the language used at the educational institution.
Gives to each self-assessment question the corresponding ISO-Chapter where corresponding information can be found.
Suggestions for improvement, project results, agreements and work methods which are addressed through questions can be formulated with reference to the ISO Norm 9000.
The quality management handbook can be used to check if the demands for each question are enough.
New findings can be integrated into the ISO-9000 structure.
As a result, one receives a quality management handbook which leads to an ISO-Certification with no extra effort or expense.
Screen 46
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Links between ISO 9000 and EFQM
* - *** = Intensity of how EFQM maps into this ISO-Chapter
E FQM Criterion / I S O
Chapter5.1 5.2 5.3 5.4 5.5 5.6 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 7.1 7.2 7.3 7.4 7.5 8.1 8.2 8.3 8.4 8.5
1 Leadership ** ** ** * ** *
2 Policy and Strategy * * ** ** * *
3 People ** ** *** * * *
4 Partnership und Ressources * * * * * ** * ** * **
5 Processes * * * ***
6 Customer Results * * ** * *
7 People Results * *** ** *
8 Society Results * **
9 Key Performance Results *
Screen 47
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
ISO 9001 Report
The SAETO self-assessment module permits to report the collected assessment notes alternatively in the format of an ISO quality manual.
This alternative re-structures the notes and links collected during the assessment process according to the format and chapters of ISO 9001.
To facilitate the maintenance of a ISO quality manual, each chapter is generated as a separate document.
Screen 48
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 1: Leadership
Description: How management creates and encourages the vision and mission; how they work towards the long run success of values through the implementation of specific actions, behaviours and personal actions assuring a management system is both developed and implemented. Possible actions and measures:Role model function in the definition of the mission and visionActive participation in continuous improvement processes
at the management level at the employee level
Showing personal commitment to customers, partners and those affected by and visiting the business.Implementing effective management instruments i.e:
Leadership and goal setting Employee motivation through communication Incentive and recognition systems
Screen 49
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 2: Policy and Strategy
Description:How the organisation introduces its’ vision and mission through a clear strategy directed at stakeholders and how these address and support politics, plans, goals, sub-goals and processes.
Possible actions and measures:
Development of a business strategy should make considerations for: Data and facts from observations, experience and analysis The needs and expectations of stakeholders The results of performance drivers and learning processes Comparison with top organisations Identification of critical success factors
Development of goal and controlling systems: Use strategic methods such as the Balanced ScoreCard Break down and implement strategic goals and numbers Introduce goal controlling processes
Screen 50
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 3: People
Description:How the organisation manages and develops knowledge and the potential of employees on an individual, team and organisational level and how these activities are planned to support the efficiency of the organisation, politics and strategy.
Possible actions and measures: Systematically gather employee satisfaction data through
questionnaires, interviews and employee discussions Work out demand, qualification and suitability profiles Conception of employee evaluation systems Carry out employee discussions Develop communication systems Empower employees to work independently and to participate for
example through: Cooperation and improvement activities Cooperation in teams
Screen 51
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 4: Partnership and Ressources
Description:How the organisation plans and manages its‘ external partnerships and internal resources to support efficiency, politics and strategy.
Possible actions and measures: Choose partners who agree with the politics and strategy of the
organisation Carry out supplier evaluations Benchmark with regards to defined processes with partners Set finance plans based on priorities of the politics and strategy Create a system to identify and value new and alternative technologies Introduce and practice knowledge management
Screen 52
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 5: Processes
Description:How the organisation arranges, manages and improves processes to support strategy and politics, to satisfy customers and stakeholders and to increase value creation.
Possible actions and measures: Process management and its’ facets:
Process analysis Process documentation Process evaluation Process responsibility Process optimisation Process controlling
Regular, systematic review of customer satisfaction through questionnaires
Introduce complaint management to continuously gather data resulting from daily contact with the customer
Screen 53
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Measurements - the basis for Continuous Improvement
Self-Asessment must be based by and by on reproducable results
„What I cannot measure I cannot improve“
(Peter Drucker)
Screen 54
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
A Framework for Measurements
Resources
OperationalProcesses
Leadership and Culture
Enablers / Potential
Products/Services
Measurements
Results
Generic Management System based on Prof. Dr. H.-D. Seghezzi
Each management system needs 2 main structures:
Screen 55
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Measurements and Processes
A management system is a network of processes
A process delivers to its’ output, material, service and data
Output may or may not achieve the target and is an indicator of the process performance
process ofsupplier
process ofcustomer
own processes OUTPUTINPUT
service service
data, materials data, materials
To check the process performance measurements are needed!
Screen 56
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Measurements deliver information
Measurements provide at least 3 main types of information:
1. Have I achieved my target?
2. What is the trend of the indicator? Does it become better/worse?
3. Am I better than my benchmark or competitor?
10
20
30
40
50
TIME
IND
ICA
TO
R
ACTUAL
TREND
TARGET
Screen 57
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What are measurements good for?
Measurements
show you how good your process is
are quality indicators
show whether or not you have achieved your target
help to improve processes and procedures
are a basis for benchmarking
support in controlling the process
lead to knowledge about processes
are a basis for fixing targets
let you understand processes better
are a verification of quality – often needed for local authorities/investors
Screen 58
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Benefits and methods of benchmarking
What is Benchmarking?
learning from good or best practice
comparison with branch averages
learning from Best Organisation in Class
learning from Best Process in Europe/the world (even in branches other
than your own) to improve core competencies
a form of measurement.
Why Benchmarking?
Learning from good or best practice helps your organisation to improve
and gain an orientation of what is “good” or “excellent”.
Screen 59
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Types of measurements
Type Description Examples
Quantitative hard facts, countable, direct measurements, quantitative indicators which give information about trends
Revenues, number of participants, costs, turnover per employee
Qualitative soft facts, not directly countable, often only indirect measurements
Skills, image analysis, satisfaction
Direct direct information from stakeholders or processes
Employee or customer satisfaction
Indirect indirect information about stakeholders or processes
Staff turnover, customer loyalty, absenteeism
Leading drivers which lead to results, indicators of process performance
Qualification level, information level, productivity
Lagging (strategic) results, results at the end of the process chain (outcome)
Revenues, cash flow
Screen 60
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
What to Measure
How to find the relevant measurements?
consider all stakeholders
consider all EFQM result criteria
consider the key processes
consider your strategy and overall objectives – which measurements reflect them?
StakeholdersStakeholdersStakeholdersStakeholders
EmployeeEmployeess
EmployeeEmployeess
PartnersPartnersPartnersPartners
Society/ Society/ natural natural
environmentenvironment
InitiatorsInitiatorsInitiatorsInitiators ParticipanParticipantsts
ParticipanParticipantsts
For each stakeholder one can find important measurements/ indicators
Screen 61
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
How to Measure
For each measurement several points must be defined, as illustrated here through the example: learner satisfaction
Measurement learner satisfaction
Object of measurement all learners
Method of measurement software supported inquiry with a questionnaire, scale for each question: 1= very good … 5 = very bad
Responsible for measurement
Teacher/professor
Time/interval of measurement
after each training/learning unit
Reference/formula of calculation
build for each question the arithmetic mean value of all answers
Reporting Regularly, depending on the number and duration of the units
Target value arithmetic mean value e.g.: < 2,0
Screen 62
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
How to Analyse and Report Measurements
visualize measurements - report the measurements graphically
analyse
trends
comparison of target and actual values
comparison with benchmark
adjust reports to recipients
different stakeholders have different interests!
- director/CEO – short overview, most important facts
- trainer/teacher – more detailed
- admin staff – measurements of their concern
- external recipients, i.e. authorities
Screen 63
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 6: Customer Results
Examples of measurements (in alphabetical order)
complaint ratio
environmental profile
failure rate of courses
index for handling complaints
intent to repurchase
number of requests addressed to the institution
ratio of received to processed complaints
recommendations
response time for complaints
Screen 64
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 7: People Results
Examples of measurements (in alphabetical order)
absenteeism accident rate annual training days per employee annual training investments per employee CIP participation and participants communication index degree of employee suitability employee attendance at events relative to
total number of employees employee attendance at pedagogical
training employee satisfaction employee turnover
fluctuation ratio kindergarten places per
employee number of employees
trained in fire prevention relative to total staff
overtime coefficient re-hiring rate of employees sickness rate training evaluation
Screen 65
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 8: Society Results
Examples of measurements (in alphabetical order)
access frequency on internet homepage attendance at public events awards and prizes image analysis indicators of environmental protection newly created jobs number of job applications number of new indirect jobs number of press reports participation in courses offered for further education publications and lectures rate of public orders support of health and welfare institutions support of sports and leisure activities
Screen 66
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Criterion 9: Key Results
Examples of measurements (in alphabetical order)
age of equipment capitalisation ratio cash flow cash ratio course utilization credit terms extended to customers credit terms extended to supplier depreciation of fixed assets depreciation per period innovation ratio investment ratio level of debt liquid cash resources market share net profit number of customers per employee
number of customers per organisational unit
productivity profit margin profit per employee rate of inventory turnover ratio of tangible fixed
assets to total return on total capital
employed ROI (return on investment) share of subcontracting staff workload turnover per employee value-added quota
Screen 67
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Inquiry Techniques: Functional Chain
Customer satifaction and loyality
Externalservicequality
Employee motivation, engagement
and satisfaction
Internalservicequality
Employee survey:Analyse and improve working and management situation
Customer survey:Analyse and meet needs and expectations
The functional chain between satisfied employees and satisfied customers
Empirical studies have confirmed that in organisations with dissatisfied employees, customer satisfaction also sinks in middle run results of the business. Satisfied employees are the basis for satisfied customers and business success.
Screen 68
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Inquiry Techniques: Procedure
Set the target groups and business goals
Explore previous attempts
Define examination attempts
Carry out questioning and analysis of the data
Visualise and present the results
Create questionnaires, formulate questions; question content, choice of questionnaire
participants
Field work, set dates, value qualitative data, value quantitative data, evaluate and organise satisfaction
data
Create a results report, visualise results with pictures, prepare and carry out presentation, choose
the proper presentation medium
Explain and motivate the crew/organisation and project team1
2
4
5
6
3
Screen 69
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Questioning Techniques: Satisfaction Survey
Target performance(expected performance; i.e. quality, credibility,
design)
Actual performance(existing performance)
Compare
Target > Actual Target = Actual Target < Actual
Dissatisfaction Satisfaction Enthusiasm
Results of the
comparison
Screen 70
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
SAETO Support
SAETO can support your organisation in obtaining the needed measurements with a number of inquiry tools and survey knowledge bases, such as: 360°management Feedback People Satisfaction Survey Team Effectiveness Analysis Training Evaluation …
Screen 71
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Why to implement a Continuous Improvement Process (CIP)?
Changes in the competitive environment
Market Expectations
Training QualityTraining Quality
Customer SatisfactionCustomer
Satisfaction
CostsThe Right Classes
CostsThe Right Classes
Training QualityCosts
The Right Classes
Training QualityCosts
The Right Classes
Customer SatisfactionCustomer
Satisfaction
Time to MarketTime to Market
Customer SatisfactionTraining Quality
CostsThe Right Classes
Customer SatisfactionTraining Quality
CostsThe Right Classes
Time to MarketTime to Market
Stakeholder Expectations and
Cont. Improvements
Stakeholder Expectations and
Cont. Improvements
Yesterday Today Tomorrow
Screen 72
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Two Sources of Progress
Time
Progress
Continuous Improvement
continuous small steps
good value, low effort
common sense
daily business
ALL people involved
Time
Progress
Innovation
Stagnation
large steps
often expensive, high effort
new levels, new breakthrough ideas
stagnation/loss in daily business
selective people involved
CIP is not a sprint,
but a marathon!
Screen 73
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Combining Innovation and Continuous Improvements
Time
Progress
New level
Innovation
stagnation/loss/costs for implementation
Best results with CIP AND innovation
continuous improvement
Screen 74
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
The Deming Wheel or PDCA Cycle
DOA
CT
CIP works in a 4 step cycle
plan the improvement steps
do the improvement work
check the results of improvement steps
act: corrective action / further improvement
CIP is a never-ending cycle of P-D-C-A
For all 4 steps, measurements are required to decide on:
What is the situation? What is the present status?
What has changed? Is the plan successful?
Screen 75
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
System Standards supports CIP
System standards like ISO9001 and EFQM help fix the level of progress which organisations can achieve with CIP and innovation
Progress
Time
CIP
Standards assure the level
(e.g. ISO 9001)
DOAC
T
Screen 76
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Relationship between CIP and EFQM
Key Performance
Results
Key Performance
Results
Society ResultsSociety Results
People ResultsPeople Results
Customer Results
Customer Results
LeadershipLeadership ProcessesProcesses
Partner-ships &
Ressources
Partner-ships &
Ressources
PeoplePeople
Policy &StrategyPolicy &Strategy
Enabler Results
Innovation and Learning
CIP is a core element of EFQM:
self-assessment
Learning
CIP cycle
Screen 77
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Examples of Benefits of CIP
A study of Agamus Consult on CIP in 113 German companies highlighted the following positive results:
Quelle: Agamus Consult, 1996
86%
88%
90%
92%
94%
96%
98%
Results > Efforts Cost Reduction Improved Motivation
Improvements through CIP
Screen 78
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
How to motivate all Employees
Create benefits for all people
give them recognition
empower them
give them incentives
Show benefits for both people and the processes
Tell them success stories
Realise quick wins (progress in small steps)
Train the people in CIP methods and instruments
Leaders should give a shining example for CIP
Screen 79
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
How to generate and collect Ideas for Improvement
EFQM self-assessment
Benchmarking
Use idea generation tools like CreaGen
Input from customer and people surveys
Conferences, meetings, workshops:
brainstorming, creativity techniques
conferences with key customers
Quality circles
Idea management:
letter-box, idea-box
intranet/extranet
Projects
Process review, audit, measurements of processes
Screen 80
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
How to select and process Ideas
Many ideas....
...a filtering process…
...few prioritiesExpenditures
High
Low
Low High
Consequences
Screen 81
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Levels of Continuous Improvement
„very high hanging fruits“methodical approach: project management focus: innovation
„low hanging fruits“methodical approach: simple Q-tools, „shop floor“ teams/quality circlesfocus: improvement, maintenance
„high hanging fruits“methodical approach: quality tools, CIP teams/projectsfocus: improvement
„fruits on the floor“no methodical approach, intuition, common sense, daily routine focus: maintenance
Each problem has its’position (is a „fruit“)
on the „tree of problems“
1. Choose the right level of CIP: low/high/very high hanging fruits?2. Choose the right instrument for the level
Screen 82
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
An easy CIP tool: „Flash-quality circle“
Problem, Situation
Target?
Causes
Result Check Actions
1.Describe the problem in a few
words and numbers
2.Ask for the real causes
of the problem
3.Fix ImprovementActions
4.Check the estimated results
A fast way of CIP for“low hanging fruits”
max. 30 minutes max. 5 people use only 1 flip chart
for visualisation proceed from
step 1 to step 4
Screen 83
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Tips to run a successful CIP
Find the right people for your improvement measures
Train your people
Select the right level (“low/high hanging fruits”) and method (quality circle, project management,….) of CIP
Show quick wins (small progresses) in your CIP
Be aware that CIP is an on-going process, a “never ending story”
For best results, combine huge innovation steps with small steps of CIP
Ask yourself: which lessons have you learned through the improvement measures or project?
Screen 84
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Software Support
SAETO supports collecting and selecting ideas from surveys
or assessments and performing your CIP with the module
Balanced Q-Card (BCQ)
BQC helps you to: filter/select ideas form surveys and assessments and
generate ideas- stand-alone PC- team application in the web
allows to emphasise certain EFQM criteria or
levels of assessment describe improvement actions support the project management monitor the state of the different projects
Screen 85
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Software Support
Screen 86
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Cost/benefit analysis for the use of SAETO
Starting point Satisfaction survey of pupils/students with 20 questions 800 Questionnaires to distribute and collect (per school or faculty) Yearly survey
Assumptions (present situation) Design, generate and distribute questionnaires, (~ 16 - 20 h) Gathering of returned data ~ 5 min./questionnaire (~ 66 h.) Statistical analysis and reporting (~ 20 - 24 h)
Saving potential of this survey Generation: 16 h à 50,-- = EUR 800,-- Gathering: 66 h à 50,-- = EUR 3.300,-- Analysis & reporting: 20 h à 50,-- = EUR 1.000,--
Potential savings/year by SAETO = EUR 5.100,--
Screen 87
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
GOA & SAETO Pilot Users (Excerpt)
additional information: www.goa-workbench.com
Fachinformation und Bibliothek
Screen 88
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
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