1. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Quality Scotland Overview of EFQM Excellence Model Ann Pike – Head of Business Development, Quality Scotland

2. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland Who are Quality Scotland? Official home and National partner of EFQM Excellence model in Scotland Our mission is to ‘Make Excellence a National Characteristic of Scotland’ Established in 1990, we work with over 200 members across all sectors to achieve business improvement We own the Intellectual Property Rights for the usage of the model in Scotland

3. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM QS Reach Private Sector Members Organisation Board Members IOD Board Members IOD PRIVATE SECTOR Housing Associations Colleges PUBLIC SECTOR QS Local Authority members x26 Local Authorities x 32 CPPs members of QS CPPs Improvement Service Government Board Members TSI x32 Local Authorities x 32 Government JIT COSLA Zero Waste Scotland Education Scottish Enterprise SCVO NHS NHS Health Scotland NHS Education Authorities Local Authorities x 32 Scottish Enterprise Board Members Scottish Enterprise Members SBC Member organisations across all 3 sectors IiP IiP member also QS member VSN Member Individual VSN Member Organisations Organisation Board members CEMVO CEMVO Member Organisations Social Enterprise Academy SEA Member Organisations THIRD SECTOR VAS TSI’S x32 TSI own member VO Government SCVO SCVO Members QS Members members of SCVO SCVO Members non members of QS Gov’t CRNS Zero Waste Scotland Gov’t Local Authorities x 32

4. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland The History of EFQM Founded in 1989 Foundation set up from team of experts from industry and academia Key objective over time- increase competitiveness of European Organisation and support sustainable development of European economies Created an Excellence model to be used by any organisation regardless of size or sector Based around set of values-1 st expressed in European Convention on Human Rights (1953) & European Social Charter (1996) Adapted and evolved to reflect changes in Global marketplace Used by over 30000

5. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland The EFQM Excellence Model offers A holistic approach to quality management A focus on continuous improvement - both strengths and areas for improvement A management framework - applicable in all sectors and sizes of organisation A practical & non-prescriptive framework A common language - Team meetings, project management, collaboration across teams, integration with partners and cultures A means to determine how different tools and techniques fit together/complement each other

6. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM 8 Fundamental Concepts + 9 Criteria + RADAR The EFQM Excellence Model 2013 3 components

7. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland The Fundamental Concepts of Excellence

8. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Take Action Measure Impact Model Dynamics

9. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM RADAR Logic Define the RESULTS you want to achieve Develop the APPROACHES that will deliver these results Systematically DEPLOY the approaches ASSESS the impact and REFINE based on analysis and learning

10. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland RADAR – Using with the Enablers APPROACH:  Sound  Integrated APPROACH:  Sound  Integrated DEPLOYMENT:  Implemented  Structured DEPLOYMENT:  Implemented  Structured ASSESSMENT AND REFINEMENT:  Measurement  Learning & Creativity  Improvement & Innovation ASSESSMENT AND REFINEMENT:  Measurement  Learning & Creativity  Improvement & Innovation Enablers Leadership Strategy People Partnerships & Resources Processes, Products & Services

11. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM RESULTS:  Relevance and Usability  Scope and Relevance  Integrity  Segmentation  Performance  Trends  Targets  Comparisons  Confidence  Performance  Trends  Targets  Comparisons  Confidence RADAR: Using with Results Results: Customer, People, Society, Business

12. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM 1 Leadership 1a 1b 1c 1d 1e 5 Processes, Products & Services 5b 5a Criterion parts Guidance points (what excellent organisations do) Structure of the Criteria: Enablers 5d 5e 5c

13. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM 6 Customer Results 7 People Results 8 Society Results 9 Business Results 6a (75%) Perception data 7a (75%) Perception data 8a (50%) Perception data 9a (50%) Business Outcomes 6b (25%) Performance Indicators 7b (25%) Performance Indicators 8b (50%) Performance Indicators 9b (50%) Business Performance Indicators CriterionCriterion parts Structure of the Criteria: Results

14. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland Reflecting the Enablers in the Results

15. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Why customise?  Want to make the EFQM Excellence Model accessible  Use language that relates directly to the sector It is important to note that:  The language and appearance of the Model can be customised  The structure and meaning, including the weightings of criteria, cannot be altered Customisation of the EFQM Excellence Model

16. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM EFQM to PSIF Public Service Improvement Framework Investors in People Customer Service Excellence Best Value EFQMBest Value Public Service Improvement Framework (PSIF) Investors in People Customer Service Excellence European Foundation for Quality Management (EFQM) + is an evidence-based self assessment model incorporating which delivers on other inspections and audits

17. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland The Public Service Improvement Framework

18. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Customised Models EFQM Excellence Model P.S.I.F Scottish Autism Voluntary Sector H.M.I.C Third Sector Interface How good is our Third Sector How good is our Culture and Sport How good is our Community Learning & Development How good is our Public Library Service How good is our School How good is our Council ARMs Scottish Council our Archives Skills Development Scotland Hillcrest Group

19. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM

20. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Cedar Foundation St Mary’s College “Building Better Futures”

21. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland Initiative Overload

22. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland Strategy & Initiatives fitting into the Model

23. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www.qualityscotland.co.uk @qualityscotland Quality Scotland Thank you

24. Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Quality Scotland 28 Drumsheugh Gardens Edinburgh EH3 7RN 0131 225 5765 info@qualityscotland.co.uk www.qualityscotland.co.uk Quality Scotland is a registered Scottish Charity, No. SCO40316 Copyright disclaimer. All rights reserved. No part of this work may be copied, reproduced, distributed, revised, modified or adapted without the prior written consent of Quality Scotland Foundation. Licences issued by the Copyright Licensing Agency or any other reproduction rights organisation do not apply. If any unauthorised acts are carried out in relation to any copyrighted work, Quality Scotland Foundation reserves its full rights to take any further action required. Copyright in this work is owned by Quality Scotland Foundation and the European Foundation for Quality Management (“EFQM”). Where the copyright in the work is owned by EFQM, it is clearly indicated as such. If not indicated on a specific slide, copyright is owned by Quality Scotland Foundation. Additionally and specifically, Quality Scotland Foundation acknowledges the ownership and copyright by EFQM with respect to the EFQM Fundamental Concepts, Excellence Model and RADAR referenced in this work and the graphics and words associated with them. In accordance with sections 77 and 78 of the Copyright Designs and Patents Act 1988, Quality Scotland Foundation and EFQM assert their rights to be credited in respect of the works. Any reproduction of the works must carry the name of Quality Scotland Foundation and/or EFQM (whichever is appropriate) together with a copyright notice.