Professional Documents
Culture Documents
Quality Standards of
your Chamber
Eurochambres
Academy
Sigtuna Stockholm,
Sweden
4 July 2002
Presenting EFQM
Introductions
Background
of Participants
Expectations of Course
EFQM Overview
What is Quality?
Different Methods
Using an Excellence Model
Coffee
Break
Self-Assessment
Case Study: Chamber of Commerce in Nice
Follow-up & Questions
Introductions
Melissa
Rancourt, EFQM
MBA - Entrepreneurship
Industrial Engineering
Operations
Management
Public Sector
and Non-Profit
Organisations
Our Group
Represented
Santiago
Bradford
Austria
Tampere
Yugoslav
by 9 Chambers
Costa Rica
Mexico City
Stockholm
Sheffield
Expectations
Dealing
EFQM Described
EFQM, a not-for-profit membership
foundation,
- is the creator of the EFQM Excellence
Model,
- manages the European Quality
Awards, and
- is a resource to European
Located
The Origins of
EFQM
in Brussels, Belgium
Founded in 1989 by 14 leading European
organisations :
BT plc
KLM - Royal Dutch Airlines
Robert Bosch GmbH Nestl AG
Bull SA
Philips Electronics NV
Ciba-Geigy AG
Ing. C. Olivetti & C.S.p.A.
Dassault Aviation
Renault
AB Electrolux
Gebr. Sulzer AG
Fiat Auto Spa
Volkswagen AG
Mission:
To be the driving force for sustainable
excellence in organisations in Europe
Name
that
Tool
Acrony
m Craze
Compan
y Match
Buzz
Words
For 1 point!
Name
Answer:
Excellence
Speed
Customer Service
Management
People
Customer
Product
Appearance
Service
Satisfaction
TQM
Results
Performance
Cost
Efficiency
Mission
Strategy
Recognition
For 1 point!
A
Answer:
FLOWCHART
For 1 point!
What
Answer:
Total Quality
Management
For 1 point!
When
Answer:
Restaurant, Brand,
Specific Product,
Supermarket, ...
For 1 point!
Describe
BENCHMARKING.
Answer:
A systematic and continuous measurement process; a
process of continuously comparing and measuring an
organisation's business processes against business leaders
anywhere in the world to gain information which will help
the organisation take action to improve its performance.
For 2 points!
What
Answer:
Define the goal.
Review the business
strategy.
For 2 points!
I
Answer:
BRAINSTORMING
For 2 points!
What
Answer:
International
Organization for
Standardization
For 2 points!
When
Answer:
Airlines, Travel Agencies,
Trains, Local, National,
International, ...
For 2 points!
Describe
BALANCED SCORECARD.
Answer:
A set of vital measures or key figures giving information on the
performance and the achieving of targets of the whole business
operation of a company. The long-term set of measures chosen
reflects all areas where the organization has set strategic targets,
such as customer satisfaction, financial returns, shareholder value,
quality, operational excellence, innovation potential, people
satisfaction, public image, etc.
For 3 points!
Complete
this sentence.
Excellence is:
Answer:
For 3 points!
I
Answer:
CONTROL CHART
For 3 points!
What
Answer:
Corporate Social
Responsibility
For 3 points!
When
Answer:
Work-related, Liferelated, Products,
Chains, Size, ...
For 3 points!
Describe
KNOWLEDGE
MANAGEMENT.
Answer:
Knowledge management is the systematic process of
identifying, capturing, and transferring information and
knowledge people can use to create, compete, and improve.
In
Business
Imperatives
Another Framework
The EFQM Excellence Model is a good
practice management framework. This
framework is built on a set of
underlying values and a belief system
about the purpose, position and impact
of organisations.
Excellence Model
Based
Excellence Model
Why
More
The Impact of
Excellence
Does Quality impact
the Bottom-Line?
Percent Change
91%
Award Winners
69%
Benchmark Firms
43%
32%
9%
8%
1%
Operating
Income
Sales
Source: Vinod Singhal, TQM Boosts the bottom line, April 2002
Return on
Sales
6%
Return on
Assets
Coffee Break
Self-Assessment
A
Self-Assessment
Process
Step
Self-Assessment
Process
Step
Self-Assessment
Process
Step
Self-Assessment
Process
Step
Self-Assessment
Process
Step
Self-Assessment
Process
Case Study
Chamber
dAzur
Democratic institution
Managed by an Assembly of 52 members
Elected from 54,000 commercial, industrial and
service providers
Public Establishment
Under Authority of 3 Ministries: Finance & Industry,
Transport, National Educational
Service Providing Enterprise
Coaching of Enterprises
University and Professional Education
Management of two airports, four ports
Case Study
Chamber
dAzur
CCI Nice
Vision
CCI Nice
Strategic
Objectives
Leadership
CCI
Nice
Leadership
Questions
People
CCI
Nice
People
Questions
Partnerships/Resour
ces
Questions
Who are your key partners?
How does the organisation manage
technology in support of the strategy?
How is information and knowledge collected
and managed within the organisation?
Process
Questions