Efqm Leadership KM Slides Etc

Leadership
Definition
Excellent Leaders develop and facilitate the

achievement of the mission and vision. They
develop organizational values and systems
required for sustainable success and implement
these via their actions and behavior. During
periods of change, they retain a constancy of
purpose. Where required, such leaders are able to
change the direction of the organization and
inspire others to follow.
 Discussion Point : Who are the Leaders

• Leaders develop the mission, vision, values and ethics and are role
models of a culture of Excellence
• Leaders are personally involved in ensuring the organization's management system is
developed, implemented and continuously improved.
• Leaders interact with customers, partners and representatives of
society
• Leaders reinforce a culture of Excellence with the organization's
people
• Leaders identify & champion organizational change
Strategy Development & Deployment Generic Process
Present and future needs and expectations of Information from performance measurement,
stakeholders research, learning and external related
activities
 People surveys
 Market & Customers surveys, Customer  Benchmarking studies
complaints, Market Research, Mystery Shopper  KPI’s
survey.  Internal audits & reviews
 Partners & Suppliers
 Society surveys  Risk assessment
Policy & Strategy are developed, reviewed Policy & Strategy are communicated and
and updated deployed through a framework of key
processes
PESTLE Analysis
SWOT analysis  Meetings
Budgeting  Setting of KPI’s for employees

 Regular review
Information and knowledge are managed
• developing strategy for managing information and
knowledge that supports organisation’s policy & strategy;
• identifying the organization's information & knowledge
requirements;
• collecting, structuring and managing information and
knowledge in support of policy and strategy;
• using information technology to support internal
communication & information & knowledge management;
• seeking to acquire, increase and use knowledge effectively;
• generating innovative & creative thinking within
organization through use of relevant information and
knowledge resources.
Process Definitions
• Work gets done through processes;
• Process is:
– “ a systematic set of activities directed toward the
achievement of a specific goal “ (by Dr. Joseph
Juran).
– “ a group of related tasks that put together create

value for customer “ (Michael Hammer & James
Champy).
Basic Process Model
Supplier Customer
Work Activity
Input Output
( Value added
over time)
Tasks, People, Facilities

Technology, Rules,
Repeatable, Controllable
Typical Process Flows
Business
Management
Marketing Design Operations Distribution Finance
Customer
Satisfaction
Customer
Needs
Process Measures
• Process Effectiveness: The process is effective
if the output meets customer needs e.g. % of
orders delivered on time to the customers.
• Process Efficiency: It is efficient when it is

effective at the least cost e.g. time taken to
deliver goods to customer on time.
• Maximizing effectiveness and efficiency

together means that process produces high
quality at low cost i.e. providing most value to
customer.
Process Attributes
• Flow horizontally across the organisation through

functions
• Have definite beginning and an end
• Invisible;
• Repetitive;
• Have an input and an output
• Are “ unmanaged “ in traditional organisations
• Need to be:
– Controlled;
– Managed;
– Measured &
– Continually improved (PDCA)
Work Flow in Functional Organization
n
tio g
D uc ice pin
& o d r v ip
R Pr Se Sh
Vision
Customer
Product
Process Objectives
Development
Manufacturing Customer
Mission
Distribution Customer
Key
Business
Top Objective
Functional Objectives Management
Examples of Business Processes
• Order fulfillment
• Product development
• Product Launch
• Procure material and services
• Invoicing
• Check in at the airport;
• Business Continuity: “ Strategic and tactical capability of the
organization to plan for and respond to incidents and business
disruptions in order to continue business operations at an
acceptable pre defined level.”
• Business Continuity Management: Holistic management process

that identifies potential threats to an organization and the impacts to
business operations that those threats, if realized, might cause, and
which provides a framework for building organizational resilience
with the capability for an effective response that safeguards the
interests of its key stakeholders, reputation, brand name and value
creating activities.”
• Business Impact Analysis: Process of analyzing business functions
and the effect that a business disruption might have upon them.”
• Risk: “ Something that might happen and its effect's on the
achievement of objectives.”
• Risk Appetite: “ Total amount of risk that an organization is prepared

to accept, tolerate or be exposed to at any point of time.”
• Risk Assessment: “ Overall process of risk identification, analysis

and evaluation”
• Risk Management: Structured development and application of

management culture, policy, procedures and practices to the tasks
of identifying, analyzing, and controlling responding to risk.”
Type of Risks
Unintentional man-made threats or accidents

• Fire
• Hazardous materials incidents (HAZMAT)
• Industrial accidents
• Road Traffic Accidents
• Utilities failure
Natural hazards
• Earthquake
• Flooding
• Dust storms
Intentional man-made threats
• Petty crime (theft, vandalism etc)
• Organised Crime
• International radical groups
• Domestic radical groups
• Disgruntled employees (current and former)
Quality
Product/service features Freedom from

that customers want deficiencies
Effect on sales Effect on cost

Usually higher quality Usually higher quality
costs more cost less
Fundamental Concepts of Excellence
1. Results orientation
2. Customer focus
3. Leadership & constancy of purpose
4. Management by processes & facts
5. People development & involvement
6. Continuous learning, innovation &
improvement
7. Partnership development
8. Public responsibility
EFQM Model
Enablers Results
7. People
3. People 90
Results 90
How?
1. Leadership 100
What?
5. Processes 140
2.Policy & 6. Customer
Performance
Results 150
Strategy Results 200
9. Key
80
4. Partnerships 8. Society
& Resources Results 60
90
Innovation and Learning

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Leadership

Excellent Leaders develop and facilitate the

 Discussion Point : Who are the Leaders

Budgeting  Setting of KPI’s for employees

• Work gets done through processes;

– “ a group of related tasks that put together create

Tasks, People, Facilities

Marketing Design Operations Distribution Finance

• Process Efficiency: It is efficient when it is

• Maximizing effectiveness and efficiency

• Flow horizontally across the organisation through

• Business Continuity Management: Holistic management process

• Risk Appetite: “ Total amount of risk that an organization is prepared

• Risk Assessment: “ Overall process of risk identification, analysis

• Risk Management: Structured development and application of

Unintentional man-made threats or accidents

Product/service features Freedom from

Effect on sales Effect on cost

Innovation and Learning

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