1. Excellence the Easy Way…… Business Excellence Day 2009 11 November 2009 The Sellafield Centre Richard Lloyd-Mullen MSc, FRSA, MCQI, CQP Client Services Director North of England Excellence Tel 01925 715245 Richard@noee.co.uk

2. Workshop Purpose To improve knowledge and understanding of Principles of Excellence How to work towards Excellence How to receive recognition of your progress towards Excellence

3. What is Quality?

4. Some definitions of quality: Fit for purpose Conformance to requirements Control of variation

5. What is Excellence?

6. Moving towards excellence is really about change - Is it easy making change happen or inspiring others to change?

10. Some of the things we need to do……..

15. So that......

18. Excellence

19. BUT HOW……..

20. What can you see…….?

21. A Framework of Excellence

22. Learning, Creativity and Innovation Leadership Partnerships & Resources Strategy Society Results Customer Results People Results Processes, Products and Services People Key Results ResultsEnablers EFQM Excellence Model © Proven Excellence Model

23. Six steps…….

24. Leading Others.......

25. Define Mission Vision & Values Involvement with Customers & Partners Motivate and support and recognise staff Champion change

26. Have a plan……..

27. Define Strategy & Business Plan Gather and use internal and external information Review and update plans Communicate plan to all and set objectives

28. Developing/involving the team

29. Strong HR plans and Polices Identify peoples skills and knowledge and develop them Involve and empower the team Ensure good communication

30. Developing partnerships

31. Manage external partnerships Manage finance Manage material and assets Mange IT and technologies and information and knowledge

32. Review the way you do things

33. Strong processes and consistent delivery Review processes Customer focused approach to new products/services Strong relationships with customers

34. Look at the results…….and make improvements

35. A set of measures that incorporate perceptions and internal performance measures for Customers People Society Key performance measures

36. Learning, Creativity and Innovation Leadership Partnerships & Resources Strategy Society Results Customer Results People Results Processes, Products and Services People Key Results ResultsEnablers EFQM Excellence Model © Proven Excellence Model

37. Why bother?

38. Is it worth it? Personally (used in own business) and worked with around 300 organisations in the North West Over 20,000 organisations throughout Europe using the Excellence Model and self assessment (British Quality Foundation) “When principles of Excellence Model implemented effectively, performance improves in both the short and long term” -Boulter, Bendall, Abas (University of Leicester and Dahlgaard (Linkoping University Sweden) and Singhal (Georgia Institute of Technology) - 2005

39. Sounds Great but how...

40. Self analysis against Excellence framework

42. Doing a self assessment

43. Spend Time on Improving not Assessing Self Assessment Process Improvement Actions Self Assessment Process Improvement Actions

45. Doing a self assessment identifies strengths and areas for improvement

46. What to do with all the improvements you identify

47. How to get recognition of your progress towards Excellence

48. Commitment Marque Achievement Marque Continuity Marque Marques of Excellence Scheme Encourages pursuit of excellence Recognises progress along the way Meets the needs of all types of organisations

49. The path to Excellence….

51. Other useful ideas….

52. Helping the team think about change….

53. Which blob represents where you want your organisation to be in 12 months time? Which blob represents where your organisation is now ?

54. Does everything we do really add value….

55. Examples of Value and non-value added activities 1) Value added (adds to customer perceived value) -Acknowledge order/request -Deliver product/service -After sales service 3) Non Value added (do not any value to customer perceived value and are not need by organisation – i.e. Waste – Remove) -Rework -Authorisations/approvals -Checking & inspection -Complaint handling 2) Not Value added but needed for the organisation (reduce to a minimum) -Updating records -Issuing purchase orders

56. Ensure top level commitment

57. Delivering the best

59. ‹1›

60. In conclusion

61. What do you prefer to be………. Or

62. Q & A Richard Lloyd-Mullen MSc, FRSA, MCQI, CQP Client Services Director North of England Excellence Tel 01925 715245 Richard@noee.co.uk