Enablers & Results – EFQM Excellence Model

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ENABLERS – WHAT AN ORGANISATION DOES AND HOW IT DOES IT? 

There are five Enablers, pictured on the left-hand side of the Model.  These are the things an organisation needs to do to develop and implement its strategy.

LEADERSHIP

Excellent organisations have leaders who shape the future and make it happen, acting as role models for its values and ethics and inspiring trust at all times.  They are flexible, enabling the organisation to anticipate and reach in a timely manner to ensure the on-going success of the organisation.

STRATEGY

Excellent organisations implement their Mission and Vision by developing a stakeholder focused strategy.  Policies, plans, objectives and processes are developed and deployed to deliver the strategy.

PEOPLE

Excellent organisations value their people and create a culture that allows the mutually beneficial achievement of organisational and personal goals.  They develop the capabilities of their people and promote fairness and equality.  They care for, communicate, reward and recognise, in a way that motivates people, builds commitment and enables them to use their skills and knowledge for the benefit of the organisation.

PARTNERSHIPS & RESOURCES

Excellent organisations plan and manage external partnerships, suppliers and internal resources in order to support their strategy, policies and the effective operation of processes.  They ensure that they effectively manage their environmental and societal impact.

PROCESSES, PRODUCTS & SERVICES

Excellent organisations design, manage and improve processes, products and services to generate increasing value for customers and other stakeholders.

RESULTS – WHAT AN ORGANISATION ACHIEVES?

There are four Results areas, shown on the right-hand side of the Model.  These are the results an organisation achieves, in line with their strategic goals.  In all four results areas, we find those excellent organisations:

  • Develop a set of key performance indicators and related outcomes to determine the successful deployment of their strategy, based on the needs and expectations of the relevant stakeholder groups
  • Set clear targets for key results, based on the needs and expectations of their business stakeholders, in line with their chosen strategy
  • Segment results to understand the performance of specific areas of the organisation and the experience, needs and expectations of their stakeholders
  • Demonstrate positive or sustained good business results over at least 3 years
  • Clearly understand the underlying reasons and drivers of observed trends and the impact these results will have on other performance indicators and related outcomes
  • Have confidence in their future performance and results based on their understanding of the cause and effect relationships established
  • Understand how their key results compare to similar organisations and use this data, where relevant, for target setting

CUSTOMER RESULTS

Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of their customers.

PEOPLE RESULTS

Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of their people.

SOCIETY RESULTS

Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of relevant stakeholders within society.

BUSINESS RESULTS

Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of their business stakeholders.