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Introduction

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TheQMFodeq
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roadmapforouy rconDnuous
improvementjourney

Based on data extracted from the EFQM AssessBase (400

assessments, including organisations seeking recognition and
achieving an overall score of 300 through to over 700), the graph
shows the average scoring profiles referenced against both the
Criteria and Criterion parts of the EFQM Model.

What the data is telling us…

Organisations do well in setting their Purpose and Strategy and

Creating Sustainable Value for a broad range of stakeholders.

Improvement is needed in balancing daily priorities with

disruption, change and transformation. There are possibilities
for improvement by reshaping the organisation for the future
with better use of data and digital technology.
Themagicingredients

Whatiskeytothesuccessofouy rorganisaDon5 iqding

uB bqocksforoutstandingorganisaDons

The magic ingredients are the building blocks for your

organisation to progress, transform and sustain outstanding WORLD LEADING
performance. PERFORMANCE
Transformation &
Future Focus ROLE MODEL
• When looking at performance correlations, it appears that PERFORMANCE
organisations at foundation level are strong on customer Innovation &
focus and the delivery of their product or service. Data, Knowledge
EXCELLENT
PERFORMANCE
• Going up the performance level, organisations integrate Innovation &
their strategy, purpose, vision and focus on innovation. Purpose/Vision STRONG
PERFORMANCE
• The most successful organisations that are delivering on Strategy &
their financial and non-financial targets are managing their GOOD
Value Creation
transformation and focusing on future needs, and being PERFORMANCE
responsive to any change. Customer Focus &
Value Creation FOUNDATION
PERFORMANCE
ercepD
P onsv Reaqity

Using the EFQM Model, more than 3000 people from over
50 countries used our rapid organisation diagnostic to self- 1 2 3 4
assess their organisation, covering all sectors and employees
at all levels, including CEOs, asking them how well their
organisations perform. We compared this to the results of
organisations reviewed by qualified EFQM assessors who
visited them and performed thorough due diligence.

What the data is telling us…

Organisations will continually under-perform and fail to

change and transform if their people, including their leaders in
the C suite, believe they are better than their actual
evidenced performance. This is a clear warning for all
organisations! Not only do people have a higher opinion
of their organisation’s performance, but the gap between their
perception and the reality is even wider in 4 key areas.

How organisations:
•1 Understand their Ecosystem, own capabilities People tend to overscore their
and major challenges Perception organisations by 25%; hence the
•2 Enable Creativity and Innovation Reality perception scores are higher
than the reality.
•3 Engage their stakeholders (business & governing stakeholders, society,
partners & suppliers)
•4 Drive transformation
StopstarDnghstartfinishing

1 2

What the data is telling us…

Organisations are good at creating and deploying new

3
initiatives but need help to evaluate and understand 3
their effectiveness and efficiency.
4

Applying the entire RADAR logic as a robust and strategic 1 4

performance framework is vital. RADAR is a magic loop that
supports organisations in identifying their current strengths
and opportunities for improvement and describing their future
in terms of the desired results and the necessary actions to take
to achieve them.

RADAR scores clearly show that organisations are good at

initiating sound approaches that are well implemented but fail
2
to review these initiatives to ensure they continue to deliver the
expected results.

When was the last time your organisation assessed their

initiatives to ensure they were still relevant and refined them to
ensure they achieved the desired results and were fit for
the future?
StakehoqderpercepDons

The best-performing organisations are those that measure how

they are viewed as an organisation and that consistently deliver
results focused on stakeholder perception.

The perception results could relate to past as well as current

Key Stakeholders. They could be derived from several sources, There is a clear linkage also between how an
organisation executes its Engaging Stakeholders
including surveys, focus groups, ratings, press or social media, strategy and the perceptions of its performance
external recognition, advocacy, structured review meetings, by those Stakeholder Groups that it serves. Efforts
investor reports and compliments/ complaints, including feedback to measure perceptions from Society, Partners
compiled by customer relationship management teams. or Suppliers are as crucial as measuring them for
Customers or People.
The Stakeholder Perception Results remain the lowest scoring
areas, no matter the organisation’s performance level. This is
a crucial opportunity for organisations that want to make a
significant shift in performance.

How well is your organisation managing its stakeholder’s

expectations? Does your organisation collect data and measure
the perception of your brand, partners and suppliers as well
as it does for your customers and people? It is vital to turn
your stakeholders into natural advocates for the benefit of
your organisation.

Similar patterns in measuring stakeholder

perceptions are demonstrated across all maturity
levels. From good to outstanding performance
levels, organisations need help capturing the
perception of all their key stakeholder groups.
erformance
P differenDaqsbetween
thebestandtherest

What do the maximum or minimum scores look like for a good vs

a world-leading performance?

These charts show the gap scale between maximum and

minimum scores. They can demonstrate a possible target The higher the maturity, the smaller the gap
for your next cycle. between the maximum and minimum scores.

At all levels, the more significant gaps between maximum and

minimum scores remain in Stakeholder Perception Results,
regardless of maturity level.

The smaller gaps are found in Customer Focus and Creating

and Delivering Value.

Low-maturity organisations are showing minimum

scores of 0 in Stakeholder Perception Results.
mprov
I ementisnotqinear

The EFQM Model provides a robust roadmap to delivering

sustainable performance improvement to your organisation.
It offers a vital framework to help with the change,
transformation, and disruption organisations face daily.

The data tells us that whilst improvement momentum may slow

in some years, as long as your people and stakeholders have
clarity of your road map, your performance improvement will
be more successful.

“For almost 20 years, the EFQM Model has accompanied the

development of our company. Throughout our journey, we
have sought to use our consistently applied EFQM approach to
improve our performance and transform our organisation for a
successful future, demonstrating to our customers, our owners,
our employees and partners that they can rely on us in any
situation – today and the decades to come.”

VAMED-KMB (Austria) — EFQM Global Award Winner 2022

ThesenDmentsbehindthenumbers

Whilst organisations invest heavily in change and communicating

the benefits, their people still need to be more optimistic about
the future, and the sentiment insights provide leaders with a
signal of what motivates people to join and stay.

The data tells us that positive feelings are expressed when

organisations talk about Value, Vision, and Creativity.
Transformation, Change and Prediction remain challenging.

Sentiment analysis uses language analysis to systematically identify, extract,

quantify, and study affective states and subjective information. It uses an
algorithm that determines the emotion behind the words of a sentence. A
combined score is given to a text based on how positive, negative or neutral
the individual words used are when set within the given context.

A score of +1.0 would be a comment full of strong, positive sentiment and

effusive support. Alternatively, a score of -1.0 would carry very strong
negative emotions. The value of this analysis is that it captures the nuance
and provides the reader with more insight into what the writer is saying set
against a comparable score.
WhattheRapidrganisaD
O on
iagnosD
D cisteqqingse
u

In DIRECTION, organisations have a In EXECUTION, organisations develop Organisations have total strategic and
clearly defined Purpose but need help products, services or solutions valued by all operational measures in their RESULTS
understanding the needs of their key their stakeholders but cannot evaluate and but need help to achieve outstanding
stakeholders. improve their overall experience. performance against their strategic targets.

The Rapid Organisation Diagnostic can be used individually or in

a workshop to trigger helpful discussions to help organisations
identify their current position and determine potential
opportunities for improvement. Contact us for more information
and to get started.
YourorganisaDonprofiqe

Whether you are about to start your journey using the EFQM
Model or are experienced users getting your organisation’s
scoring profile provides incredible insights that will support
the roadmap to your continuous improvement journey.

Your organisation scoring profile can be customised to

your needs:

• Segmented by sector, country, and company size,

where relevant
• Showing score comparison for different years,
identifying improvements and gaps
• Showing score comparison within similar overall
scoring profiles
• Providing score comparisons between your business
units and departments to enable cross-learning and Running regular assessments is
sharing of good practices within your organisation your opportunity to ensure your
organisation is on track. Looking
closer at your organisation’s scoring
profile, comparing, identifying
and understanding gaps is a
value-adding complement to
your feedback report.

Contact us at [email protected] for more information.

ook
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TrythefreeRapidrganisaD
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Get your first FREE diagnostic against the EFQM Model, The live demo of AssessBase provides you with a complete
Circular Economy, the UN Sustainable Development Goals, walk through the platform, exploring each tool, from the Rapid
Innovation, Net Zero, and Change Management using the to the Advanced Organisation Diagnostic, including examples
light questionnaires on AssessBase. This is your opportunity of completed diagnostics, and use cases. The demo can be
to get a quick snapshot of your organisation, compared tailored to your organisation’s needs and expectations.
to many others, with the possibility to segment by sector,
country or size.

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Join the EFQM Impact Programme to Rapid programme Framework and Individually tailored Management
get insights, findings and opportunities technology platform internal diagnostics practices and
for improvement quicker. The Impact insights
Programme offers:
A rapid 6-10 week Provides a framework Individually tailored Opportunity to
programme that takes and technology way of carrying out understand how the
your organisation platform that helps internal diagnostics what management
from a start point to a you analyse your and assessing your practices and insights
baselined assessment. organisation’s organisation, by help other organisations
current performance, identifying gaps vs. excel.
compares it against EFQM Model that is
thousands of others globally recognised
and then identifies as the world’s most
transformation used management
and continuous framework.
improvement
opportunities.

It benefits your organisation • build internal capability of your team • envision and build the foundations
by allowing you to: to do their own discovery and analysis to reach the best version of your
organisation
• empower your team (people) to
understand your organisation’s • learn from insights and proven
“Why, How and What” management best practices in
other organisations globally
• make better decisions when you design,
deploy and refine your own improvement
solutions
etG ouy rinsightsK
Join the EFQM Impact Programme

The Impact Programme consist of Step one — Deep dive sessions

two steps:
Mapping and Maturity Deep dive Check-point Session
Step one is a series of workshops to discovery Deep dive
map and analyse your organisation’s
approaches and results

Step two, you can choose the type of

external review that better fits with Identifying and mapping Applying EFQM RADAR Checking progress,
your plans. your organisation’s to your organisation’s fine-tuning your
approaches and approaches Management Report
results against the and results and planning
EFQM Model

Step two — Choose your type of external review

Insight Review Insight Review Plus Insight Review Insight Review
Premium Premium Plus

Facilitated self- Light high-level external Detailed external Detailed external

assessment assessment assessment assessment and official
EFQM Recognition
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