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It is with great pleasure that I introduce you to our <strong>2010</strong> <strong>Recognition</strong> <strong>Book</strong>. In this book, we<br />
have highlighted those organisations from across Europe and beyond that succeeded in<br />
achieving the <strong>EFQM</strong> Excellence Award, Recognised for Excellence or Committed to<br />
Excellence recognition levels in the past year.<br />
<strong>2010</strong> has been a tumultuous year on many fronts and the economic recession continues to<br />
affect the economy. And yet, for some organisations, the challenges of 2009/<strong>2010</strong> have<br />
been seen as opportunities and these organisations continue to be successful. This is never<br />
more apparent than with the organisations that entered for the <strong>2010</strong> <strong>EFQM</strong> Excellence<br />
Award (EEA), Europe’s most prestigious award for Sustainable Excellence, the highest form<br />
of recognition any organisation could hope to receive, discerned from among its own peers<br />
and given to the best performing companies and Not for Profit organisations.<br />
In addition to successfully facing the challenges of the recession, the applicants for the <strong>2010</strong><br />
EEA faced the additional challenge of having their performance assessed by experienced<br />
teams of <strong>EFQM</strong> Assessors against the <strong>2010</strong> version of the <strong>EFQM</strong> Excellence Model.<br />
The <strong>2010</strong> <strong>EFQM</strong> Model was launched in September 2009 at the <strong>EFQM</strong> Forum in Brussels<br />
following a significant review process to ensure that it continued to set the reference point<br />
for any organisations aspiring to achieve Sustainable Excellence.<br />
While all applicants for the EEA are organisations of high calibre, only a small group are<br />
awarded a Finalist distinction and of those organisations entering for EEA <strong>2010</strong> process only<br />
13 were considered by the EEA Jury to be of a sufficient calibre to achieve the status of<br />
Finalist.<br />
These 13 organisations, from six different countries, covering Public & Private Sectors, and<br />
ranging in size from 30 people to 2,500, represent diverse sectors ranging from Education<br />
(3), Facilities Management (1), Healthcare (4) and Hotels (1) through to the more traditional<br />
sectors such as the manufacturing, electronics, metals and automotive industries (4).<br />
From this list of 13 outstanding organisations, summarised below, the EEA Jury then<br />
considered which ones, if any, were worthy of receiving the accolade of being a Prize winner<br />
or indeed the ultimate Award winner.<br />
To be an Award winner in a specific category the Jury must be confident that it has identified<br />
an exceptional organisation with excellent and sustainable results across all areas, and one<br />
that demonstrates a highly effective, efficient and continually improved management<br />
system. Such an organisation is therefore a role model that can be seen as a living, real life<br />
example in all dimensions of Sustainable Excellence when assessed against the <strong>EFQM</strong><br />
Excellence Model. It was the view of the Jury that in the <strong>2010</strong> EEA competition no such<br />
organisation reached this pinnacle of achievement.<br />
However, there were five organisations identified by the Jury where one or more of the<br />
eight Fundamental Concepts of Excellence embedded in the <strong>EFQM</strong> Model appeared as a<br />
pervasive golden thread which had clearly made an impact on the organisations achieving<br />
outstanding and sustainable results. Therefore in these five instances the Jury were<br />
delighted to recognise the organisations as worthy Prize winners.<br />
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All five Prize winners and eight Finalists received their <strong>Recognition</strong> on the evening of 5 th<br />
October in the Palacio Euskalduna Conference Centre in Bilbao, Spain as part of <strong>EFQM</strong>’s<br />
annual Forum.<br />
Organisation Country # of Staff Turnover Sector Award Category<br />
Vamed-KMB Austria 925 €104M Facilities<br />
management<br />
Robert Bosch<br />
Fahrzeugelektrik<br />
Eisenach<br />
Eskişehir Maternity<br />
and Child Illnesses<br />
Hospital<br />
Stavropol State<br />
Agrarian University<br />
Liverpool John Moores<br />
University<br />
Osakidetza - Comarca<br />
Gipuzkoa Ekialde<br />
3 |<br />
Germany<br />
1600 €450M Electronic & other<br />
electric<br />
equipment<br />
Prize Winner: Large<br />
Scope, Private for<br />
Profit<br />
Finalist: Large Scope,<br />
Private for Profit<br />
Turkey 498 €7M Health care Prize Winner: Large<br />
Scope - Public Not<br />
For Profit<br />
Russia 1429 €14M Higher education Prize Winner: Large<br />
Scope - Public Not<br />
For Profit<br />
UK 2500 €200M Higher education Finalist: Large Scope<br />
- Public Not For<br />
Profit<br />
Spain<br />
917 €71M Health care Finalist: Large Scope<br />
- Public Not For<br />
Profit<br />
Bradstow School UK 187 €6M Education Prize winner: Small<br />
and Medium Scope -<br />
Public Not for Profit<br />
Olabide Ikastola Spain<br />
148 €9M Education Prize winner: Small<br />
and Medium Scope -<br />
Public Not for Profit<br />
Domino-World<br />
Germany 500 €18M Health Care Finalist: Small and<br />
Medium Scope -<br />
Public Not for Profit<br />
Alpenresort<br />
Schwarz<br />
Dr.Germain Becker<br />
& Associés<br />
Austria 150 €14 M Hotel Finalist: Small &<br />
Medium Scope -<br />
Private<br />
Luxembourg 30 €3,3 M Health Care Finalist: Small &<br />
Medium Scope -<br />
Private<br />
Siemens Congleton UK 350 £44M Design &<br />
Manufacturing of<br />
Electronic Drives<br />
Worthington<br />
Cylinders<br />
Austria 380 €100 M Fabricated metal<br />
products<br />
Finalist: Small &<br />
Medium Scope<br />
Private<br />
Finalist: Small &<br />
Medium Scope<br />
Private<br />
The <strong>EFQM</strong> promise is to Shares What Works between its member organisations to help them<br />
implement their strategies and it has done this successfully for more than 20 years. This<br />
<strong>Recognition</strong> <strong>Book</strong> is another example of putting that promise into practice. All of the<br />
organisations which have been recognised this year are considered as leading examples of<br />
implementing Sustainable Excellence. We encourage each one of you not to just follow in<br />
their footsteps but to be proactive and make contact with them to discover what you can<br />
learn from them to support your own journey to Sustainable Excellence.<br />
Pierre Cachet, CEO, <strong>EFQM</strong>
TABLE OF CONTENTS<br />
PART I RECOGNISED ORGANISATIONS 6<br />
<strong>EFQM</strong> Excellence Award<br />
History of past winners<br />
Award categories<br />
Small & medium scope – private for profit<br />
Large scope – private for profit<br />
Small & medium scope – public not for profit<br />
Large scope – public not for profit<br />
Levels of Excellence<br />
Recognised for Excellence – 5 Stars<br />
Recognised for Excellence – 4 Stars<br />
Recognised for Excellence – 3 Stars<br />
Committed to Excellence<br />
PART II AWARD ASSESSORS 72<br />
List of <strong>EFQM</strong> Excellence Award Assessors <strong>2010</strong> 73<br />
PART III APPLY FOR THE 2011 AWARD 78<br />
The Award in 2011<br />
Key dates for the Award process<br />
7<br />
8<br />
17<br />
20<br />
26<br />
32<br />
42<br />
54<br />
55<br />
60<br />
62<br />
65<br />
79<br />
83<br />
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5 |
PART I<br />
RECOGNISED<br />
ORGANISATIONS<br />
<strong>EFQM</strong> Excellence Award <strong>2010</strong><br />
Levels of Excellence<br />
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7 |<br />
THE <strong>EFQM</strong> EXCELLENCE AWARD<br />
The <strong>EFQM</strong> Excellence Award is Europe’s most prestigious award for<br />
Sustainable Excellence. It is open to every high performing organisation in<br />
Europe and focuses on recognising Excellence and providing detailed,<br />
independent feedback to all Applicants to help them on their journey to<br />
Excellence. The <strong>EFQM</strong> Excellence Award sits at the pinnacle of dozens of<br />
regional and national quality awards and applicants have often been successful<br />
in these before applying for European recognition.<br />
The highest level, an Award Winner, is given when the Jury<br />
identifies an exceptional organisation with excellent and<br />
sustainable results across all areas, and demonstrates a<br />
highly effective, efficient and continuously improved<br />
management system. These winners are therefore role<br />
models and can be seen as living, real life examples in all<br />
dimensions of Sustainable Excellence when assessed<br />
against the <strong>EFQM</strong> Excellence Model<br />
In addition to the aspects of being a Finalist, the Jury and<br />
Assessors teams carefully make a judgement based on the<br />
8 Fundamental Concepts of Excellence embedded in the<br />
<strong>EFQM</strong> Model. When one of these concepts appears as a<br />
golden thread within an organisation and clearly has its<br />
impact on outstanding and sustainable results a Prize is<br />
Awarded.<br />
Organisation recognised as Finalist are able to<br />
demonstrate a high level of maturity in many aspects of<br />
their approaches to managing the execution of their<br />
strategy and the consequent achievement of good<br />
performance in all result areas of the <strong>EFQM</strong> Excellence<br />
Model and with evidence of sustainability. Achieving<br />
recognition as a Finalist in this competition is a strong<br />
confirmation of being a good role model and source of<br />
inspiration for other organisations.
<strong>2010</strong><br />
HISTORY OF PAST WINNERS<br />
VAMED-KMB Austria Prize Winner<br />
Bradstow School UK Prize Winner<br />
Olabide Ikastola Spain Prize Winner<br />
Eskişehir Maternity and Child Illnesses Hospital Turkey Prize Winner<br />
Stavropol State Agrarian University Russia Prize Winner<br />
Pirktl Holiday GmbH & Co KG, Alpenresort Schwarz Austria Finalist<br />
Dr. Germain Becker & Associés Luxembourg Finalist<br />
Siemens Congleton UK Finalist<br />
Worthington Cylinders Austria Finalist<br />
Robert Bosch Fahrzeugelektrik Eisenach GmbH Germany Finalist<br />
Domino-World Germany Finalist<br />
Osakidetza - Comarca Gipuzkoa Ekialde Spain Finalist<br />
Liverpool John Moores University UK Finalist<br />
2009<br />
EDF DCECL EST France Prize Winner<br />
NXP Sound Solutions Austria Prize Winner<br />
Volkswagen Motor Polska Sp. z o.o. Poland Prize Winner<br />
Robert Bosch S.A.S France Prize Winner<br />
Bradstow School UK Prize Winner<br />
St.Colmans College<br />
Northern<br />
Ireland<br />
Prize Winner<br />
EiTB Spain Prize Winner<br />
pom+Consulting AG Switzerland Finalist<br />
Bilim Ilac A.S. Turkey Finalist<br />
Umicore Precious Metals Refining Belgium Finalist<br />
Colegio Sagrado Corazón Carmelitas Spain Finalist<br />
Hospital Kirchberg Luxembourg Finalist<br />
Liverpool John Moores University UK Finalist<br />
2008<br />
Bosch Sanayi ve Ticaret A.S. Turkey Award winner & PW<br />
Bursagaz Turkey Award winner & PW<br />
Council for the Curriculum, Examination and Assessment UK Award winner & PW<br />
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Gaiker UK Prize Winner<br />
Eskisehir Maternity and Child Illnesses Turkey Prize Winner<br />
Bursa Municipality Turkey Finalist<br />
Stavropol State Agrarian University Russia Finalist<br />
Clinica Tambre Spain Finalist<br />
Kautex Textron GmbH & Co. Kg Germany Finalist<br />
Volkswagen Motor Polska Poland Finalist<br />
TRW Airbag System Germany Finalist<br />
9 |<br />
2007<br />
Lauaxeta Ikastola Sociedad Cooperativa Spain Award winner & PW<br />
The Cedar Foundation UK Award winner & PW<br />
Villa Massa S.r.l. Italy Award winner & PW<br />
Tobermore Concrete Products Ltd UK Award winner & PW<br />
OBI Baumarkt Franken GmbH & Co. KG Markt Schwabach Germany Prize Winner<br />
Novia Salcedo Foundation Spain Prize Winner<br />
Trimo, Engineering and production of pre-fabricated buildings,<br />
d.d.<br />
Slovenia Prize Winner<br />
Siemens Standard Drives Congleton UK Prize Winner<br />
TNT Express Greece Greece Prize Winner<br />
Comarca Gipuzkoa Ekialde – Osakidetza Spain Finalist<br />
Nashuatec / NRG Group Benelux Belgium Finalist<br />
NXP Semiconductors Austria GmbH Business Line Sound<br />
Solutions<br />
Austria Finalist<br />
Regional Distribution Center of Philips Lighting Distribution France Finalist<br />
Ricoh UK Products Ltd UK Finalist<br />
Siemens Medical Solutions UK Finalist<br />
SIEMENS, S.A. Spain Finalist<br />
Volkswagen Motor Polska Sp. z o.o. Poland Finalist<br />
2006<br />
BMW Germany Award winner & PW<br />
Grundfos Denmark Award winner & PW<br />
TNT Express GmbH - Germany Germany Award winner & PW<br />
St. Mary's UK Award winner & PW<br />
Knorr Bremse AG Germany Prize Winner<br />
General Motors Powertrain - Hungary Ltd (opel) Hungary Prize Winner
T-Systems MMS Germany Prize Winner<br />
Sociedad Cooperativa de Enseñanza Colegio Vizcaya Spain Prize Winner<br />
NRG direct<br />
The<br />
Netherlands<br />
Prize Winner<br />
Villa Massa Italy Prize Winner<br />
Autoliv Cancor Turkey Finalist<br />
Cepsa Spain Finalist<br />
E.ON Tiszántúli Áramszolgáltató Zrt. Hungary Finalist<br />
FIAT Auto Poland, Tychy plant Poland Finalist<br />
Luka Koper Slovenia Finalist<br />
NRG benelux<br />
The<br />
Netherlands<br />
Finalist<br />
Post Denmark Denmark Finalist<br />
Stora Enso Packaging Boards, Fors Mill Sweden Finalist<br />
TNT Europe UK Finalist<br />
TNT Express Greece Greece Finalist<br />
Lauaxeta Ikastola Spain Finalist<br />
Agria Sweden Finalist<br />
Fonderie Montello Italy Finalist<br />
Gaiker centro techn Spain Finalist<br />
Govan Initiative Limited UK Finalist<br />
Nyirtavho Hungary Finalist<br />
Philips Lighting Terneuzen<br />
2005<br />
The<br />
Netherlands<br />
Finalist<br />
FirstPlus Financial Group Plc UK Award winner & PW<br />
TNT Express Information and Communication Services UK Award winner & PW<br />
BMW Chassis and Driveline Systems Production Germany Prize Winner<br />
Knorr-Bremse Systems for Commercial Vehicles Germany Prize Winner<br />
Knorr-Bremse Systems for Rail Vehicles Germany Prize Winner<br />
T-Systems Multimedia Solutions Germany Prize Winner<br />
Siemens Automation & Drives UK Prize Winner<br />
Euskalit Spain Prize Winner<br />
Fundacion Novia Salcedo Spain Prize Winner<br />
Hospital de Zummarraga Spain Prize Winner<br />
Fonderia del Montello Italy Prize Winner<br />
| 10
Chambre de Commerce et d'Industrie Nice Côte d'Azur France Finalist<br />
Clinica Tambre Spain Finalist<br />
Villa Massa Spain Finalist<br />
NRG Direct<br />
11 |<br />
The<br />
Netherlands<br />
Finalist<br />
TNT Estonia Estonia Finalist<br />
2004<br />
Kocaeli Chamber of Industry Turkey Award winner & PW<br />
YELL UK Award winner & PW<br />
Siemens AG Power Transmission and Distribution Germany Prize Winner<br />
TNT Post Group Information Systems UK Prize Winner<br />
T-Systems Nova GmbH Germany Prize Winner<br />
Colegio Ursulinas - Vitoria Spain Prize Winner<br />
Fonderie des Montello S.p.A. Italy Prize Winner<br />
Hunziker and Co Switzerland Prize Winner<br />
Schindlerhof Klaus Kobjoll GmbH Germany Prize Winner<br />
EMAR Satis Sonrasi Musteri Hismetleri A.S. Turkey Prize Winner<br />
SKF Türk Sanayi ve Ticaret Ltd.STI Turkey Prize Winner<br />
Knorr-Bremse Systems for Commercial Vehicle Germany Finalist<br />
Solvay Pharma Spain Finalist<br />
TNT Express NL/UK Finalist<br />
T-Systems Multimedia Solutions GmbH Germany Finalist<br />
Lauaxeta Ikastola Sociedad Cooperativa Spain Finalist<br />
2003<br />
Bosch Sanayi ve Ticaret AS Turkey Award winner & PW<br />
Runshaw College UK Award winner & PW<br />
Maxi Coco-Mat SA Greece Award winner & PW<br />
Edinburgh International Conference Centre UK Award winner & PW<br />
Siemens Nederland NV<br />
The<br />
Netherlands<br />
Prize Winner<br />
Kocaeli Chamber of Industry Turkey Prize Winner<br />
Grundfos A/S Denmark Prize Winner<br />
Solvay Martorell Site Spain Prize Winner<br />
TNT Post Group Information Systems UK Prize Winner
Hunziker and Co Switzerland Prize Winner<br />
Microdeco Spain Prize Winner<br />
Robur S.p.A. Italy Prize Winner<br />
Schindlerhof Klaus Kobjoll GmbH Germany Prize Winner<br />
Fagor Electrodomesticos Spain Finalist<br />
Medicor Hungary Finalist<br />
TNT Express<br />
The<br />
Netherlands<br />
Finalist<br />
Begonaspi Ikastola Spain Finalist<br />
Fundacion Novia Salcedo Spain Finalist<br />
Kossuth Lajos Secondary Grammar School Hungary Finalist<br />
2002<br />
Springfarm Architectural Mouldings Ltd UK Award Winner<br />
Dexia Sofaxis France Prize Winner<br />
Bosch Sanayi ve Ticaret AS Turkey Prize Winner<br />
Customs and Tax Region Aarhus Denmark Prize Winner<br />
ASLE, Workers Incorporated Companies Association Spain Prize Winner<br />
Maxi Coco-Mat SA Greece Prize Winner<br />
Banc International d'Andorra - Banca Mora Spain Prize Winner<br />
Opel hungary Powertrain Ltd Hungary Finalist<br />
Schindler SA Spain Finalist<br />
Siemens Nederland N.V.<br />
The<br />
Netherlands<br />
Finalist<br />
Siemens AG PTD PA Germany Finalist<br />
Renault Engine Plant France Finalist<br />
Delifruits SA France Finalist<br />
MDG Metanifera di Gavirate SpA Italy Finalist<br />
EMAr After Sales Services Inc. Turkey Finalist<br />
Norbolsa S.V.B. SA Spain Finalist<br />
2001<br />
St Mary's College Northern Ireland UK Award Winner<br />
Zahnarztpraxis Switzerland Award Winner<br />
DHL Portugal Portugal Prize Winner<br />
Westel Mobile Communications Hungary Prize Winner<br />
| 12
Siemens Tele Industry SA Greece Prize Winner<br />
Maxi Coco-Mat SA Greece Prize Winner<br />
QMS AG Quality Management Services AG Germany Prize Winner<br />
Infineon Technologies Germany Finalist<br />
Opel Hungary Powertrain Ltd Hungary Finalist<br />
Oracle Support Services EMEA UK Finalist<br />
Schurter AG Electronic Components Switzerland Finalist<br />
SEB AG Germany Finalist<br />
Siemens Nederland<br />
13 |<br />
The<br />
Netherlands<br />
Finalist<br />
Grundfos A/S Denmark Finalist<br />
Siemens AG A&D AS EWK Electronic Works Karlsruhe Germany Finalist<br />
City Technology College, Kinghurst UK Finalist<br />
Columbian Tiszai Carbon Ltd Hungary Finalist<br />
Dexia Sofaxis France Finalist<br />
Edinburgh International Conference Centre Ltd UK Finalist<br />
Hunziker & Co Switzerland Finalist<br />
Sandora Ukraine Finalist<br />
2000<br />
Nokia Mobile Phones, Europe and Africa Finland Award Winner<br />
Inland Revenue, Accounts Office Cumbernauld UK Award Winner<br />
Burton-Apta Refractory Manufacturing Ltd Hungary Award Winner<br />
Arçelik AS Turkey Prize Winner<br />
Eczacibasi Vitra Turkey Prize Winner<br />
Irizar Spain Prize Winner<br />
Arbejdsformidlingen - Ringkoebing AMT Denmark Prize Winner<br />
Foxdenton School and Integrated Nursery UK Prize Winner<br />
Water Team Italy Prize Winner<br />
Zahnarztpraxis Switzerland Prize Winner<br />
Avaya Ireland Ireland Prize Winner<br />
BfG Bank Germany Finalist<br />
Infineon Technologies Germany Finalist<br />
Opel Hungary Manufacturing Ltd. Hungary Finalist<br />
Oracle Support Services, EMEA UK Finalist<br />
Westel Mobile Telecommunications Hungary Finalist
Marmara University - Faculty of Engineering Turkey Finalist<br />
Told Skat (Customs and Tax) Region Aarhus Denmark Finalist<br />
Brovary Road Building Department - 50 Ukraine Finalist<br />
Maxi SA - Coco Mat Greece Finalist<br />
Columbian Tiszai Carbon Ltd Hungary Finalist<br />
Dexia Sofaxis France Finalist<br />
Edinburgh International Conference Centre Ltd UK Finalist<br />
1999<br />
Yellow Pages UK Award Winner<br />
Volvo Cars Gent Belgium Award Winner<br />
DiEU Denmark Award Winner<br />
Servitique Network Services France Award Winner<br />
BT Communications Northern Ireland UK Prize Winner<br />
Elais Greece Prize Winner<br />
Sollac France Prize Winner<br />
Banca International d'Andorra I Banca Mora Spain Prize Winner<br />
Burton-Apta Refractory Manufacturing Ltd Hungary Prize Winner<br />
Alstom Transporte SA - Systems Maintenance Spain Finalist<br />
BT Payphones UK Finalist<br />
Eczacibasi Yapi Gerecleri San. Ve Tic. A.S. Turkey Finalist<br />
Honeywell Europe Belgium Finalist<br />
Irizar S. COOP. Spain Finalist<br />
Joh. Vaillant GmbH u. Co. Germany Finalist<br />
Siemens AG Power Generation Group Germany Finalist<br />
Siemens Semiconductors - Infineon Germany Finalist<br />
TEE - Türk Elektrik Endüstrisi A.S. Turkey Finalist<br />
Renault Motores Spain Finalist<br />
Brovary Road Building Department - 50 Ukraine Finalist<br />
Govan Initiative Ltd UK Finalist<br />
Meierhofer Ltd Switzerland Finalist<br />
Mod-Lang S.L. Spain Finalist<br />
Water Team SRL Italy Finalist<br />
Bekaert-Stanwick Belgium Finalist<br />
Edinburgh International Conference Centre Ltd UK Finalist<br />
| 14
Ganz-David Brown Transmissions Kft Hungary Finalist<br />
15 |<br />
1998<br />
TNT Express United Kingdom Ltd UK Award Winner<br />
Landhotel Schindlerhof Germany Award Winner<br />
Beko Ticaret Turkey Award Winner<br />
BT Communication Northern Ireland UK Prize Winner<br />
NETAS - Northern Electric Telekomunikasyon AS Turkey Prize Winner<br />
Sollac France Prize Winner<br />
Yellow Pages UK Prize Winner<br />
AVE (RENFE Division) Spain Prize Winner<br />
Inland Revenue Cumbernauld UK Prize Winner<br />
DiEU Denmark Prize Winner<br />
Arçelik AS Turkey Finalist<br />
GEC Alstom España Spain Finalist<br />
Siemens Power Generation Germany Finalist<br />
Telecom Italia PCTB/MI Italy Finalist<br />
Funderia Condals SA Spain Finalist<br />
Hermes Softlab d.o.o. Slovenia Finalist<br />
Bekaert Stanwick Belgium Finalist<br />
Burton-Apta Hungary Finalist<br />
Daramic SA France Finalist<br />
Vallourec Composants Automobiles France Finalist<br />
1997<br />
SGS Thomson Microelectronics Italy Award Winner<br />
Beksa Turkey Award Winner<br />
British Telecom UK Prize Winner<br />
NETAS - Northern Electric Telekomunikasyon AS Turkey Prize Winner<br />
TNT Express United Kingdom Ltd UK Prize Winner<br />
Gasnala Spain Prize Winner<br />
National Westminster Life Assurance Ltd UK Finalist<br />
Sollac France Finalist<br />
ABB Semiconductors Switzerland Finalist<br />
D.D. Williamson Ireland Finalist
1996<br />
BRISA Turkey Award Winner<br />
British Telecom UK Prize Winner<br />
NETAS - Northern Electric Telekomunikasyon AS Turkey Prize Winner<br />
TNT Express United Kingdom Ltd UK Prize Winner<br />
Elais SA (Unilever Group) Greece Finalist<br />
National Westminster Life Assurance Ltd UK Finalist<br />
Ulster Carpet Mills Ltd UK Finalist<br />
1995<br />
Texas Instruments Europe France Award Winner<br />
TNT Express United Kingdom Ltd UK Prize Winner<br />
Alcatel Austria Austria Finalist<br />
BT Operator Services Directorate UK Finalist<br />
NETAS - Northern Electric Telekomünikasyon AS Turkey Finalist<br />
1994<br />
D2D (Design to Distribution) Ltd UK Award Winner<br />
Ericsson SA Sweden Prize Winner<br />
IBM (SEMEA) EMEA Prize Winner<br />
SCEMM France Finalist<br />
Texas Instruments Europe UK Finalist<br />
1993<br />
Milliken European Division Belgium Award Winner<br />
ICL Manufacturing Division UK Prize Winner<br />
Cablelettra SpA Italy Finalist<br />
Varian-Tem Ltd UK Finalist<br />
1992<br />
Rank Xerox UK Award Winner<br />
BOC Limited, Special Gases UK Prize Winner<br />
Industrial del Unbierna SA - UBISA Spain Prize Winner<br />
Milliken European Division Belgium Prize Winner<br />
| 16
17 |<br />
THE <strong>EFQM</strong> EXCELLENCE AWARD CATEGORIES<br />
The <strong>EFQM</strong> Excellence Award is split into four categories. Each category features<br />
organisations sharing the same key characteristics with regard to, size, scope and<br />
complexity.<br />
SIZE<br />
The size of the organisation takes into account the following:<br />
Number of employees<br />
Turnover in Euros – for private business<br />
Operating budget in Euros – for public sector organisation<br />
SCOPE<br />
The scope of the organisation covers the following aspects:<br />
Completeness – to which extent the entity applying includes functional<br />
elements like Human Resources, Finance, IT, Logistics, Planning, Design, etc.<br />
Independency – to which extent the entity applying can decide itself about<br />
strategic direction<br />
Financial autonomy – to which extent the entity applying has autonomy and<br />
responsibility for its budget and financial performance.<br />
COMPLEXITY<br />
The complexity of the organisation covers the following aspects:<br />
Number of sites – and their geographical locations that belong to the scope of<br />
the application<br />
Geographical spread of activities – are the activities local, regional, European<br />
or global<br />
Complexity of the products and services – the number of services or products<br />
offered to their customers.<br />
Based on these three elements, applicants are considered as “Elaborate” or<br />
“Simplified”. They are also categorised in “For Profit” and “Not For Profit”. All<br />
organisations presented in each category share the challenge of planning,<br />
executing and achieving Sustainable Excellence on a comparable scale.
The <strong>2010</strong> Applicants have been categorised as follows:<br />
LARGE<br />
Scope<br />
SMALL &<br />
MEDIUM<br />
Scope<br />
PRIVATE<br />
For Profit<br />
PUBLIC<br />
Not For Profit<br />
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LARGE<br />
Scope<br />
SMALL &<br />
MEDIUM<br />
Scope<br />
SMALL AND MEDIUM SCOPE<br />
PRIVATE<br />
For Profit<br />
PRIVATE FOR PROFIT<br />
PUBLIC<br />
Not For Profit<br />
| 20
Alpenresort Schwarz<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: Austria<br />
Number of employees: 150<br />
Turnover: €14 M<br />
Sector: Hotel<br />
Track record in Awards:<br />
APPLICANT OVERVIEW<br />
The Schwarz Spa Resort is a private family business, an Alpine Resort located in the<br />
Tyrolean Mountains. The history of Alpenresort Schwarz goes back to 1910 and is<br />
closely associated with the Family Pirktl. Franz Pirktl and his wife started from a<br />
simple restaurant to become one of Austria’s most famous resorts in the Alps –<br />
Alpenresort Schwarz.<br />
They combine equipment and facilities with close attention to detail and the<br />
personal touch, so its own people play a decisive role in the Schwarz approach to<br />
Sustainable Excellence. The main<br />
strategy of Alpenresort Schwarz<br />
is to establish the hotel as the<br />
first choice of premium guests 1)<br />
based on its vision to be a<br />
pioneer in hardware and 2) by<br />
combining perfect hardware<br />
with perfect service and warm<br />
hospitality.<br />
It is one of the most versatile holiday and spa resorts in the Alps and offers health-<br />
and experience orientated, recreational and active holidays of the highest level,<br />
with hospitality and enthusiastic employees for all generations.<br />
21 |<br />
Contact person Mrs Waltraud Dietrich<br />
Quality Manager<br />
Address Nr. 141<br />
6414 Mieming, Austria<br />
Telephone 0043/5264/5212-239<br />
E-mail w.dietrich@schwarz.at<br />
Website http://www.schwarz.at/
Dr. Germain Becker & Associés<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: Luxembourg<br />
Number of employees: 30<br />
Turnover: €3,3M<br />
Sector: Health services<br />
Track record in Awards:<br />
2006: Luxembourg Quality Award Winner<br />
APPLICANT OVERVIEW<br />
Dr. Germain Becker & Associés is a private dental medical practice specialised in<br />
orthodontics for adults and children, expanding steadily its activities since 1981.<br />
Originally oriented toward dentistry, in 1985 the company began to specialise<br />
exclusively in orthodontics.<br />
The mission of this specialised medical sector is to evaluate, correct and optimise<br />
patients’ orthodontic treatments according to their own functional needs (tooth<br />
realignment and mastication rehabilitation), aesthetic wishes (the harmony of a<br />
dazzling smile), and their own constraints (dental, physiological and financial).<br />
Contact person Mr Jérôme Plaquevent<br />
Administration & Finance Director<br />
Address 2, rue du Commerce<br />
L-3450, Dudelange, Luxembourg<br />
Telephone + 352 51 80 96 211<br />
E-mail jerome.plaquevent@orthodontiste.lu<br />
Website http://www.orthodontiste.lu/<br />
| 22
Siemens Congleton<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: United Kingdom<br />
Number of employees: 350<br />
Turnover: £44M<br />
Sector: Design & Manufacture of Electronic Drives and also<br />
the provision of sales service and support<br />
Track record in Awards:<br />
2004 - UK Business Excellence Award Winners<br />
2005 – <strong>EFQM</strong> Excellence Award Finalist and Prize Winner<br />
2007 – <strong>EFQM</strong> Excellence Award Finalist and Prize Winner<br />
APPLICANT OVERVIEW<br />
Siemens Congleton, based in Cheshire, UK, is an<br />
operational manufacturing unit within the global<br />
Siemens Industry sector Drive Technologies<br />
Division.<br />
Siemens Congleton was originally opened in 1971<br />
and a re-structuring in 1992 led to the<br />
establishment of Siemens Standard Drives which<br />
designs and manufactures electronic Drives (also known as Inverters), and also<br />
provides sales service and support. The site at Congleton currently employs 350<br />
people and our turnover for FY08/09 was £44.0m. In excess of 98% of the products<br />
manufactured are sold into markets outside of the UK. Siemens Congleton’s<br />
responsibility is to manage stock replenishment through a logistics centre in<br />
Nuremberg, Germany.<br />
23 |<br />
Contact person Mrs. Michaela Lawton-Wallace<br />
Business Excellence Champion<br />
Address Siemens Standard Drive, Siemens House<br />
Varey Road<br />
CW12 1PH, Congleton, Cheshire, UK<br />
Telephone +44 1260 283723<br />
E-mail michaela.lawton@siemens.com<br />
Website http://www.siemens.com/
Worthington Cylinders<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: Austria<br />
Number of employees: 380<br />
Turnover: €100M<br />
Sector: Fabricated metal products<br />
Track record in Awards:<br />
2007 - National Quality Award, Prize winner Leadership<br />
2008 - National Quality Award, Award winner<br />
2009 - <strong>EFQM</strong> Excellence Award, (Recognised for Excellence 5*))<br />
APPLICANT OVERVIEW<br />
In 1998, Worthington Cylinders Corporation acquired the Kienberg, Austria located<br />
business. This business produces<br />
steel cylinders for a variety of<br />
high pressure gas packaging<br />
applications (oxygen for<br />
medical, nitrogen for food<br />
processing, etc).<br />
WCA has around 250 active<br />
customers from over 60<br />
countries. The main geographic<br />
market for WCA is continental<br />
Europe with about 70% of sales.<br />
Remaining sales are distributed among the regions of Asia, Australia, North<br />
America, South America, the Middle East, and Africa.<br />
Contact person Klaus Brugger<br />
Organisational Development Manager<br />
Address Beim Flaschenwerk 1<br />
3291 Kienberg, Austria<br />
Telephone +43 7385 6060<br />
E-mail Klaus.Brugger@wthg.at<br />
Website http://www.worthingtoncylinders.com/<br />
| 24
25 |
LARGE<br />
Scope<br />
SMALL &<br />
MEDIUM<br />
Scope<br />
PRIVATE<br />
For Profit<br />
LARGE SCOPE<br />
PRIVATE FOR PROFIT<br />
PUBLIC<br />
Not For Profit<br />
| 26
VAMED-KMB<br />
PRIZE WINNER IN SUCCEEDING THROUGH PEOPLE<br />
ORGANISATION PROFILE<br />
Country: Austria<br />
Number of employees: 925<br />
Turnover: €104M<br />
Sector: Miscellaneous service<br />
Track record in Awards:<br />
2009 - Austrian Quality Award Winner<br />
2008 - Recognised for Excellence 5*<br />
2008 - Austrian Quality Award - Finalist 2008 and Prize of jury 2008<br />
APPLICANT OVERVIEW<br />
VAMED-KMB is responsible for building services as well as for structural<br />
engineering and maintenance of about 48,000 medical-technical devices in the<br />
General Hospital in Vienna. Moreover, it connects about 7,000 calls daily through<br />
the telephone exchange, runs the carpool, supports medical records<br />
documentation and, last but not least, is responsible for waste management,<br />
environmental economics, and energy management. Furthermore, VAMED-KMB<br />
also handles planning and construction of new buildings, extensions, and<br />
renovations. The company also provides facility management services to other City<br />
of Vienna hospitals. This amounts to less than 5 per cent of its total turnover. With<br />
its highly qualified staff and a total turnover of about €103M (2009), VAMED-KMB<br />
is one of Europe’s biggest facility management companies providing technical,<br />
administrative, and infrastructural services.<br />
ROLE MODEL AREA - SUCCEEDING THROUGH PEOPLE<br />
Approach<br />
VAMED-KMB has put in place a strong system for HR planning 3 years in advance of<br />
change and based firmly in their strategy. In consequence they are able to align<br />
the quantity and quality of their people resources directly with strategic needs.<br />
This alignment is reinforced by the existence of an Employee Orientation Platform<br />
and a Leadership Platform, both of which are used to inform all employees about<br />
strategy and align people to the strategic targets of VAMED-KMB; as well as the<br />
more regular and general communication needs between employees and the<br />
leadership team.<br />
27 |
The requirements and capabilities of every employee are defined in job<br />
descriptions and specifications. Job descriptions are reviewed and updated<br />
annually, which represents excellent practice in ensuring that strategic objectives<br />
are always reflected in the day-to-day roles in the organisation and that employees<br />
are clear and up to date about their roles and responsibilities. This is all supported<br />
by a comprehensive and generous approach to training and development; and<br />
employees are encouraged to train on skills outside of their immediate work area<br />
which gives them flexibility over future roles. The employees value this aspect of<br />
training very highly. VAMED-KMB works in partnership with VAMED-AG to identify<br />
high potential employees and future succession needs and these employees are<br />
able to join the VAMED-AG Leadership Development Programme.<br />
The company operates a very open culture in which employees are encouraged to<br />
be involved. This is fostered by such initiatives as shop floor talks, the leaders’<br />
platform, employee advisory board and participating in assessments. There was<br />
clear evidence that changes affecting employees were accompanied by<br />
communication strategies to explain the reason for planned changes. This is<br />
particularly appreciated by the employees.<br />
The company has put in place an innovative staff bonus system which is a blend of<br />
fixed annual bonuses that depend on the overall performance of the company, and<br />
‘share’ certificates which reward individual performance. These share certificates<br />
can have the effect of doubling individual annual bonuses. Again this approach is<br />
very highly valued by employees. The company has also created Club Lifetime to<br />
promote health and lifestyle related activities for VAMED-KMB employees and<br />
their families and friends. This is one way in which VAMED-KMB demonstrates that<br />
it cares for its people beyond work related issues.<br />
Deployment<br />
The Strategic objectives are broken<br />
down to the Competence Centres and<br />
then integrated into the individual<br />
targets for the employees during the<br />
annual appraisal interview. Appraisal<br />
interviews also include the<br />
performance appraisal and are<br />
documented and tracked. There is clear<br />
evidence that this approach is highly valued and used by employees and leaders<br />
alike.<br />
| 28
At the site visit, it was clearly evident that all of the approaches were deployed<br />
extensively, and that employees were extremely satisfied with the improvements<br />
that have been made to their employment conditions over the last few years.<br />
Assessment and Refinement<br />
The approaches described above were all developed as a direct result of<br />
continuous Self-Assessment and through ideas generated within the company in<br />
response to its business needs. Assessment & Refinement is a major strength<br />
throughout the company, and is particularly well illustrated within VAMED-KMB’s<br />
dealings with its employees<br />
Impact on performance<br />
VAMED-KMB has a well-motivated workforce. As a consequence of these<br />
approaches and their extensive deployment, VAMED-KMB enjoys a strong and<br />
happy relationship with its employees. In turn, this clearly impacts on the<br />
performance of the company, particularly relating to their customer and key<br />
performance results as they are able to retain highly skilled staff in a competitive<br />
employment marketplace.<br />
29 |<br />
Contact person Mag. Sabine Kern<br />
Head of Competence Centre Operations<br />
Management, Organisation development and <strong>EFQM</strong><br />
Address Spitalgasse 23<br />
1090 ViennA, Austria<br />
Telephone +43(0)140400-9745<br />
E-mail Sabine.kern@vamed.com<br />
Website http://www.vamed.com/
Robert Bosch Fahrzeugelektrik Eisenach<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: Germany<br />
Number of employees: 1600<br />
Turnover: €450M<br />
Sector: Electronic & other electric equipment<br />
Track record in Awards:<br />
2008 - German National Quality Prize Winner<br />
APPLICANT OVERVIEW<br />
Robert Bosch Fahrzeugelektrik Eisenach GmbH was formed in 1990 as an<br />
independent private limited company, a fully-owned subsidiary of Robert Bosch<br />
GmbH and it belongs to the business sector Automotive Technology. Within this<br />
business sector it is a production<br />
plant of the division Gasoline<br />
Systems. It produces sensors and<br />
different components for<br />
injection and safety systems as<br />
well as for engine management<br />
and transmission control in the<br />
plant.<br />
It contributes to the success of its<br />
customers with its innovative,<br />
high-quality products and<br />
services, backed up by a flexible , competent and reliable group of employees.<br />
Besides its external customers – every well-known automobile manufacturer<br />
worldwide – the Plant has other business units in Bosch as both internal customers<br />
and development partners, all of whom are important for decisions and progress in<br />
securing the future of the Plant.<br />
Contact person Catrin Stein<br />
Project Leader <strong>EFQM</strong><br />
Address Robert Bosch Allee 1<br />
99817, EisenacH, Germany<br />
Telephone 00493691/642120<br />
E-mail Catrin.stein@de.bosch.com<br />
Website http://www.bosch.de/<br />
| 30
31 |
LARGE<br />
Scope<br />
SMALL &<br />
MEDIUM<br />
Scope<br />
PRIVATE<br />
For Profit<br />
SMALL AND MEDIUM SCOPE<br />
PUBLIC NOT FOR PROFIT<br />
PUBLIC<br />
Not For Profit<br />
| 32
Bradstow School<br />
PRIZE WINNER IN LEADING WITH VISION, INSPIRATION & INTEGRITY AND<br />
PRIZE WINNER IN SUCCEEDING THROUGH PEOPLE<br />
ORGANISATION PROFILE<br />
Country: United Kingdom<br />
Number of employees: 187<br />
Turnover: €6M<br />
Sector: Education<br />
Track record in Awards:<br />
2009 – <strong>EFQM</strong> Excellence Award, Finalist & Prize Winner in<br />
Customer Focus<br />
APPLICANT OVERVIEW<br />
Bradstow is a unique and distinctive Residential Special School situated in fourteen<br />
acres of parkland, in Broadstairs, Kent. It provides living and learning opportunities<br />
for fifty-two students aged from 5 to 19 years, who experience Autistic Spectrum<br />
Disorders and/or Severe Learning Difficulties, and with a focus upon the most<br />
complex and behaviourally challenging needs. Some of our students have been<br />
excluded from other special schools, and some refused admission to the latter, on<br />
the basis of the severity of their disabilities. Often there is a breakdown in home<br />
conditions as parents struggle to cope with the difficulties demonstrated.<br />
Bradstow is oriented to<br />
meeting the needs of a<br />
single customer group of<br />
students and families,<br />
although the day-to-day<br />
work is with students.<br />
There are a significant<br />
number of stakeholders<br />
with an interest in our<br />
overall performance: in<br />
addition to Wandsworth<br />
Borough Council, the<br />
most important are the<br />
referring Local Authorities, relevant social services departments, the DCSF, OFSTED<br />
and elements of the National Health Service.<br />
33 |
ROLE MODEL AREA - LEADING WITH VISION, INSPIRATION & INTEGRITY<br />
Approach<br />
Bradstow School has a truly inspirational leadership team. The dynamic and<br />
visionary Head teacher Bert Furze leads with a special and “infectious” style which<br />
is embraced, lived and mirrored by his professional and dedicated senior<br />
management team.<br />
The leaders are totally focussed on the purpose and direction of the school, to<br />
implement care and educational methods using the latest thinking on Autism and<br />
Severe Learning Difficulties. To use the Head teacher’s words: “We have a laser like<br />
focus on the individual needs of every student”. The Vision and Mission “Living and<br />
learning together” and “To maximise the life opportunities of all pupils” has been<br />
created by the whole school team and is lived throughout the school.<br />
Despite the enormous challenges faced by the leadership team at Bradstow School,<br />
they have created a school with an atmosphere of trust where people are<br />
encouraged and do have fun while carrying out the most highly professional job.<br />
Deployment<br />
The Mission and Vision and culture they have created permeates throughout the<br />
organisation, there is constant two way communication through “ra ra”sessions<br />
recognising staff, weekly whole school assembly recognising students and walking<br />
the job. The example they set is highly visible and plain to see.<br />
Leadership in Bradstow School doesn’t stop with the managers; it permeates deep<br />
into the organisation. It is recognised that leadership should be instilled into people<br />
at many levels. For example, when a crisis occurs and an intervention is required, it<br />
is quite normal for the member of staff who is on the spot to lead, irrespective of<br />
the management level (including the Head teacher) of others who are called to<br />
help.<br />
Assessment and Refinement<br />
Feedback from the staff at all levels throughout the organisation is that the<br />
management team lead by example. Not only was this experienced by the <strong>EFQM</strong><br />
Assessor team in face to face sessions, but the annual people perception survey<br />
mirrored those findings.<br />
Impact on performance<br />
The leadership style and culture created in Bradstow School is pervasive<br />
throughout the whole organisation and there is absolutely no doubt, as confirmed<br />
| 34
y the outstanding OFSTED report, that this Leadership ethos is the catalyst for the<br />
tremendous achievements of the school.<br />
The improvements and innovations introduced by the leadership team, for<br />
example through the “Gentle Teaching Framework,” have been excellent in moving<br />
Bradstow School forward from a position of potential closure a number of years<br />
ago to one today where the school is recognised by others, e.g. parents and<br />
OFSTED, as being excellent in its field.<br />
ROLE MODEL AREA - SUCCEEDING THROUGH PEOPLE<br />
Approach<br />
Bradstow School has a strong culture of openness and participation amongst the<br />
staff and students. There is a well-developed recruitment process involving the<br />
highly dedicated Board of Governors and a thorough induction programme of 2-3<br />
weeks to ensure people have the right skills and knowledge for their very specialist<br />
roles.<br />
Deployment<br />
Each employee, in both the educational and care sections, has a clearly defined<br />
career path, supported by a well-defined training plan. Targets at individual level<br />
are set for each employee, cascaded down from Bradstow School strategy and<br />
reviewed each school term as well as yearly with the line manager. Leaders<br />
encourage people to take responsibility for their own development and actively<br />
support them to achieve their plans and targets, e..g. degree level training where<br />
appropriate<br />
35 |
Staff at all levels is involved in improvements and encouraged to make positive<br />
contributions and suggestions. People work in an atmosphere of trust and are<br />
motivated and empowered to make decisions. They are organised in interdepartmental<br />
teams in order to maximise students’ performance.<br />
Assessment and Refinement<br />
There are many different communication channels, e.g. “ra ra” sessions and weekly<br />
whole school assemblies, to ensure information and best practices are shared<br />
within Bradstow School.<br />
Impact on performance<br />
The people satisfaction survey across a wide range of indicators shows very high<br />
satisfaction levels.<br />
Contact person Mrs Marilyn Jones<br />
School Business Manager<br />
Address 34 Dumpton Park Drive<br />
Broadstairs - CT10 1BY, United Kingdom<br />
Telephone +44 1843 862123<br />
E-mail mjones@bradstow.wandsworth.sch.uk<br />
Website http://www.bradstow.wandsworth.sch.uk<br />
| 36
Olabide Ikastola<br />
PRIZE WINNER IN ADDING VALUE FOR CUSTOMERS AND<br />
PRIZE WINNER IN SUCCEEDING THROUGH PEOPLE<br />
ORGANISATION PROFILE<br />
Country: Spain<br />
Number of employees: 148<br />
Turnover (operating budget): €9M<br />
Sector: Education<br />
Track record in Awards:<br />
2005 - Basque Government Silver Quality Award<br />
2008 - Basque Government Quality Award Gold<br />
APPLICANT OVERVIEW<br />
Assessing is always positive, and in the “Ikastolas” they are convinced of it. The<br />
primary purpose of understanding Assessment should be to drive improvement,<br />
and that’s what they aim to do, because you cannot improve something that has<br />
not been assessed. This is what they try to transmit to their students and<br />
colleagues. That’s why they agree on the idea of assessing their organisation. It<br />
gives credibility in front of their customers, and even more if it is done at a<br />
European level.<br />
Olabide Ikastola Sociedad Cooperativa, is a Basque school run as a family<br />
cooperative. It is a not-for-profit private school, part-funded (grant-aided) by the<br />
Basque Government. Olabide<br />
is located in the city of<br />
Vitoria-Gasteiz, the capital of<br />
the Basque Country, an<br />
autonomous region of Spain.<br />
The school, founded in 1963<br />
to educate in and<br />
disseminate knowledge of<br />
the Basque language and<br />
culture, is maintained by a<br />
collective of parents who, as<br />
members of the cooperative, are both customers and owners of the school whilst<br />
they continue to enrol their children in Olabide. The school offers Infant Education<br />
37 |
(IE, 2-year-olds) through to Upper Secondary Education (USE, 16 to 18-year-olds).<br />
They currently have 1,534 pupils.<br />
ROLE MODEL AREA - ADDING VALUE FOR CUSTOMERS<br />
Approach<br />
Olabide have a deep and close relationship to the defined customer groups (pupils<br />
and parents), engaging them in the governance structures through meetings,<br />
individual interviews and surveys. Customer needs and expectations are<br />
anticipated, considered and implemented by people and management through<br />
dedicated processes and improvement teams.<br />
Some of these approaches are innovative, for example the inclusion of Pupils on<br />
the Steering Committee and Parent classroom representatives.<br />
Identifying and utilising possible subsidies and funds, and conservative budgeting<br />
over the years has allowed the comprehensive high level education of the pupils at<br />
fair and comparatively low fees for the families. This in turn leads to a very high<br />
overall level of satisfaction from parents and pupils with Olabide, despite their<br />
critical but constructive engagement in the many issues the school faces.<br />
Deployment<br />
The passion to deliver excellence for the customers is throughout the school and is<br />
evidenced by everything that is done. All improvements, changes and actions are<br />
undertaken with the aim of increasing value to the customer and of improving the<br />
customer experience.<br />
Assessment and Refinement<br />
Olabide is continually reviewing its overall package of services to understand how it<br />
can add value for the customer and it is now delivering services far beyond legal<br />
requests or conventional offers (transport, canteen, extracurricular activities, and<br />
exchange programmes).<br />
Impact on performance<br />
The best-in-class educational results are proof of the on-going work and dedication<br />
of having excellent teaching processes and methods which are regularly reviewed<br />
with customer input. In addition there is a year on year trend of over subscription<br />
to enrol in the school.<br />
| 38
ROLE MODEL AREA - SUCCEEDING THROUGH PEOPLE<br />
Approach<br />
Olabide promotes continuous improvement and the potential and active<br />
involvement of its people is maximised through a culture of trust, openness and<br />
empowerment. This is reflected in various, well appreciated ways, such as process<br />
management participation, training, recognition and improvement and suggestion<br />
systems. People are active and enthusiastic participants in improving the quality of<br />
the school.<br />
Some approaches are innovative. For example, there is an opportunity for<br />
managers to opt out of the management team and another staff member is<br />
democratically elected to join the<br />
management team<br />
39 |<br />
Deployment<br />
The Deployment of people<br />
approaches is systematically done<br />
and implemented in all areas after<br />
piloting them if necessary.<br />
Assessment and Refinement<br />
Assessment and Refinement is<br />
continuously performed through the management system and leaders are engaged<br />
and committed to improving the school. People satisfaction surveys have been<br />
conducted at Olabide regularly for 10 years and have been reviewed.<br />
Impact on performance<br />
The overall degree of people satisfaction and the degree of satisfaction with the<br />
work being done has reached the best-in-class value for the last 4 years. In<br />
addition, this approach has engendered great loyalty and pride in staff who choose<br />
to remain with the school. Key results are improving and there is a clear link<br />
between these results and the efforts made by staff to ensure the school continues<br />
to be successful and in maintaining the image of Olabide as a role model in the<br />
local society.<br />
Contact person Nalcolm Davidson<br />
English Teacher<br />
Address Carretera Lasarte s/n<br />
01007 Vitoria-Gasteiz, Spain<br />
Telephone +34 945011963<br />
E-mail mdavison@olabide.com<br />
Website http://www.olabideikastola.com/
Domino-World<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: Germany<br />
Number of employees: 500<br />
Turnover: €18M<br />
Sector: Health Care<br />
Track record in Awards:<br />
2002 - Recognised for Excellence<br />
2008 - German National Quality Award Winner<br />
APPLICANT OVERVIEW<br />
Domino-world provides geriatric<br />
caring services. As a company it<br />
forms part of the German Health<br />
Care sector. Every single day,<br />
500 employees look after 1.200<br />
elderly people in need of nursing<br />
in 11 ambulant, residential and<br />
partially-residential facilities in<br />
Berlin and Brandenburg<br />
(providing both nursing at home,<br />
and in-patient nursing).<br />
It is a Charitable Society with the full name of “domino e.v. Gesundheits- und<br />
soziale Dienste.” (Domino Healthcare and social services association). It is a<br />
member of “Deutscher Paritätischer Wohlfahrsverband” thereby forming part of<br />
what is called the “Liga der Freien Wohlfahrtspflege Deutschland”, a union of all<br />
German charity associations.<br />
Contact person Dr. Petra Thees<br />
Managing director<br />
Address Karl-Marx Str. 84-86<br />
16547 Birkenwerder, Germany<br />
Telephone 03303/293760<br />
E-mail PT@domino-world.de<br />
Website http://www.domino-world.de/<br />
| 40
41 |
LARGE<br />
Scope<br />
SMALL &<br />
MEDIUM<br />
Scope<br />
PRIVATE<br />
For Profit<br />
LARGE SCOPE<br />
PUBLIC NOT FOR PROFIT<br />
PUBLIC<br />
Not For Profit<br />
| 42
Stavropol State Agrarian University<br />
PRIZE WINNER IN NURTURING CREATIVITY & INNOVATION AND<br />
PRIZE WINNER IN LEADING WITH VISION, INSPIRATION & INTEGRITY<br />
ORGANISATION PROFILE<br />
Country: Russia<br />
Number of employees: 1429<br />
Turnover: €14M<br />
Sector: Higher education<br />
Track record in Awards:<br />
2005 - Russian National Quality Award<br />
2008 - <strong>EFQM</strong> Excellence Award, Finalist<br />
APPLICANT OVERVIEW<br />
Stavropol State Agrarian<br />
University (SSAU) is a<br />
federal state educational<br />
institution of higher<br />
professional education<br />
situated in the Southern<br />
Federal District of the<br />
Russian Federation in the<br />
town of Stavropol. The<br />
founder of the University is<br />
the Ministry of Agriculture<br />
of the Russian Federation.<br />
SSAU is a multi-branch<br />
educational, scientific- innovative and socio- cultural centre: there are 11 faculties,<br />
90 innovative structural divisions, a public catering complex, scientific – production<br />
centre, sport and health improving complex. The training is undertaken through 55<br />
programmes of higher professional education. Over 13,500 students study at the<br />
University. There are 1,429 staff in the University and of these, 649 are teaching<br />
staff.<br />
ROLE MODEL AREA – NURTURING CREATIVITY & INNOVATION<br />
Approach<br />
SSAU uses an integrated business model with a clear rationale, strong focus on<br />
stakeholder needs, and refinements being embedded over time. It consists of an<br />
“innovation engine”, an element for scientific/innovative value definition at its<br />
43 |
core, with respective results a) being used to continuously improve educational<br />
value creation processes, and b) being economised (with partners and/or forward<br />
integration) directly (e.g. start-up companies ex business incubator) or indirectly<br />
(e.g. fees from licensing/selling intellectual property). This concept is recognised,<br />
understood and appreciated by all stakeholders of SSAU.<br />
Consistent with the approaches to<br />
Leading with Vision, Inspiration &<br />
Integrity and Succeeding with People,<br />
SSAU is constantly looking to improve,<br />
and to innovate. Learning, creativity<br />
and innovation comes from all parts of<br />
SSAU, and ideas are generated on a<br />
regular basis.<br />
SSAU uses state of the art approaches<br />
to innovation complex management and international complex management. The<br />
scientific/innovative portfolio is defined annually as part of the business planning<br />
process and is reviewed on a regular basis.<br />
With the Business Incubators initiative, SSAU proves its ability to create new<br />
services to increase value for stakeholders, in particular for enterprises and society<br />
at large.<br />
One of the strengths of SSAU is, in addition to the integrated and well-tuned<br />
business model, the degree of integration between all their approaches. The<br />
linkage between required functional skills and behaviours, competencies, training,<br />
review of objectives, strategic key outcomes and performance indicators, and<br />
recognition of people, is highly visible.<br />
SSAU’s overall approach to a customer, and creation of economic and social value<br />
oriented innovation management is a significant strength.<br />
Deployment<br />
SSAU customers and partners, e.g. students, teachers, staff, enterprises, and other<br />
stakeholders are involved in the development of new and innovative products,<br />
services and experiences for both existing and new customer groups. SSAU<br />
achievements in national and international contests and its successes in receiving<br />
grants and funding support this statement.<br />
| 44
Nurturing creativity & innovation is deployed through three principal mechanisms<br />
which are all-embracing and complimentary.<br />
The first of these mechanisms is defining value at the core of the business model,<br />
at the many scientific/innovative labs, by solving practical problems of enterprises,<br />
or by fulfilling orders of Ministries.<br />
The second deployment mechanism is the use of the scientific/innovative value to<br />
define and/or improve content of educational value creation process.<br />
The third mechanism is the economisation of the scientific/innovative value, by<br />
start-up companies or from licensing/selling intellectual property.<br />
Assessment and Refinement<br />
SSAU’s management system, including at corporate level more than 100 key<br />
outcomes and performance indicators, allows for a systematic assessment and<br />
refinement. SSAU has implemented a strong structured approach to involve all core<br />
processes, in particular scientific/innovative core processes, innovative labs,<br />
faculties and departments in reviewing the segmented results and developing<br />
subsequent action plans to further improve its scientific/innovative potential.<br />
Impact on performance<br />
The success of SSAU in realising better than expected outcomes is as a result of this<br />
highly individualised and focused approach to creativity & innovation. This is one of<br />
the key factors that distinguishes SSAU from other universities. The approach and<br />
deployment reflects very favourably in the key strategic outcomes and<br />
performance indicators.<br />
As a result of these role model actions SSAU has been rated since 2005 as the<br />
"leading" agrarian university for the whole Russian federation.<br />
ROLE MODEL AREA – LEADING WITH VISION, INSPIRATION & INTEGRITY<br />
Approach<br />
SSAU leadership approaches have been developed over time, providing solutions<br />
for the local needs of the students, employers & society as well as the teaching &<br />
other staff. These approaches are all demonstrated by strong involvement of top<br />
leaders, in particular the Rector. Almost all leaders are involved with the annual<br />
revision of the Mission, Vision and Values and they actively present and explain the<br />
improvements to the representatives of the divisions which provides an<br />
opportunity for further cascading. Their high involvement initiative includes<br />
presenting & explaining the system of Values at the meeting with the participation<br />
45 |
of representatives of divisions as well as organising an annual contest regarding<br />
“Behaviour demonstrating values”.<br />
The leaders are also gathering & formulating requirements and expectations’ of the<br />
employees, based on the aims and tasks of the organisation as a whole. This is<br />
deployed through leaders’ regular meetings with different teams.<br />
For encouraging the<br />
improvement of the<br />
educational level and<br />
employees’ professional<br />
qualification the SSAU<br />
leaders provide various<br />
opportunities, e.g.<br />
improvement inside the<br />
University, mobility<br />
programmes for<br />
teachers and support<br />
personnel both at<br />
Universities and Russian<br />
and foreign enterprises.<br />
There are also a variety of approaches where SSAU leaders provide help, support<br />
and promote people, e.g. to realise their professional plans, and preferential terms<br />
for studies at the postgraduate and doctorate courses.<br />
Given the very positive achievements in its employee perception results, as<br />
evidenced in the employee survey outcomes, the approaches that have been<br />
implemented are clearly viewed as quite effective by the staff .<br />
As a consequence of strong leadership commitment, the SSAU people are highly<br />
involved in the life of the University as well as a wide range of business<br />
improvement activities, including environmental and social activities.<br />
There are several good examples of successful changes in the organisation. The<br />
SSAU leaders understand the internal and external drivers of the organisational<br />
change through the planning cycle and market intelligence.<br />
Deployment<br />
SSAU leaders demonstrate every day that they believe in utilising the <strong>EFQM</strong> Model<br />
principles as their main philosophy. As a result of the policies and plans<br />
implemented, all SSAU people feel empowered and motivated. SSAU has<br />
| 46
established a culture of high & efficient implementation which the Assessor team<br />
witnessed at all levels.<br />
SSAU has implemented a structured approach to deploy and review objectives,<br />
performance and processes, and to define, agree and prioritise areas for<br />
improvement.<br />
These approaches have been assessed and reviewed especially through the<br />
implementation of the <strong>EFQM</strong> Model. Assessors have seen that feedback reports<br />
are taken up and SSAU tries to define & implement improvement actions for all the<br />
issues identified. During the last years, improvements have been evident, the<br />
leadership culture is now deployed and can be seen through the leaders showing<br />
successful implementation in a quite difficult academic environment.<br />
Impact on performance<br />
For several years a comprehensive set of results, key outcomes and performance<br />
indicators has been used. The approaches throughout the <strong>EFQM</strong> Model are<br />
implemented with leaders enabling the SSAU results driven structure. Hence most<br />
of the results can easily be identified with leaders support and involvement in<br />
achieving them.<br />
SSAU is evidencing positive trends or sustained good performance for most<br />
customer, people and key results, including the leadership related results.<br />
47 |<br />
Contact person Galina Dub<br />
Manager of the Education Quality Management<br />
Centre<br />
Address 12 Zootehnicheskiy ave<br />
355017, Stavropol, Russian Federation<br />
Telephone +7 8652 357786 or +7 8905 4657922<br />
E-mail kach@stgau.ru<br />
Website http://www.stgau.ru/
Eskişehir Maternity and Child Illnesses Hospital<br />
PRIZE WINNER IN LEADING WITH VISION, INSPIRATION &<br />
INTEGRITY<br />
ORGANISATION PROFILE<br />
Country: Turkey<br />
Number of employees: 498<br />
Turnover: €7M<br />
Sector: Health care<br />
Track record in Awards:<br />
2005 - National Quality Award, Finalist<br />
2006 - National Quality Award, Winner<br />
2008 - <strong>EFQM</strong> Excellence Award, Prize Winner<br />
APPLICANT OVERVIEW<br />
Eskişehir Maternity and Child<br />
Illnesses Hospital was founded<br />
in 1948 in the central town of<br />
Eskişehir. In 1986, the hospital<br />
was moved to the new facilities<br />
in which it is still working. It is a<br />
public hospital working under<br />
the name of the Ministry of<br />
Health and bounded to that<br />
Ministry.<br />
It has 250 official and 350<br />
actual bed capacity. The<br />
hospital has 498 employees including 338 permanent and 160 outsourced staff. Its<br />
quality policy is to offer services to the customers beyond their expectations in the<br />
field of maternity and child illnesses and to improve the service quality level by<br />
supporting its employees with continuous training and motivation activities. Its<br />
Mission is to treat mother and child illnesses, to guide society in this field and as a<br />
result to help the growth of healthy generations in Turkey.<br />
| 48
ROLE MODEL AREA – LEADING WITH VISION, INSPIRATION AND INTEGRITY<br />
Approach<br />
Top Management understands the key business drivers and balances the needs of<br />
the organisation and its stakeholders through the introduction of Business<br />
Excellence in the hospital's daily management. The Hospital's leaders disseminate<br />
the culture of excellence inside the organisation and inspire the people with the<br />
excellence culture, in order to achieve the organisation's present and future goals.<br />
Business Excellence fundamental concepts, top management inspiration, and a<br />
culture of excellence are the core drivers of the hospital's success and of customer<br />
satisfaction.<br />
The organisation's<br />
management knows how to<br />
take profit from Business<br />
Excellence feedback reports<br />
in order to enhance the<br />
hospital's performance,<br />
valuing personnel,<br />
commitment and skills, and<br />
finally, customer<br />
satisfaction.<br />
The performance of the organisation makes it a role model hospital and its top<br />
manager an important stakeholder of the Ministry of Health to improve the<br />
region's health system.<br />
Deployment<br />
The hospital's personnel work as a unified team whose members are committed to<br />
ethics (preservation of patient secrecy and rights, care of children of other<br />
hospitals from poor families and without parent(s), assistance to people without<br />
social security, helping them to apply for it, working with love), as well as to the<br />
hospital's core purpose, objectives, and general improvement. The employees<br />
understand the organisation's key business drivers and take individual decisions in<br />
this direction (nurses establish improvement initiatives to achieve present and<br />
future objectives, after asking patients to identify the additional expectations they<br />
could have), while they participate in strategic planning meetings and in monthly<br />
meetings.<br />
49 |
The dissemination of a culture focussing on patient rights and satisfaction supports<br />
the generation and the development of new ideas and new ways of thinking to<br />
encourage innovation, organisational development, and a mutual trust among the<br />
employees, both vertically and horizontally.<br />
The leaders are dedicated to championing the hospital's Values and act individually<br />
as role models for integrity, social responsibility, and ethical behaviour. Leaders<br />
believe that smiling makes customers happy and employees more productive,<br />
while loving humans makes the hospitals and the activities of its people highly<br />
beneficial for the customers.<br />
All the employees make sound and timely decisions based on the information<br />
gathered by daily discussions with the patients. For example, babies born<br />
prematurely are cared for in a different building to those born normal to have more<br />
space and better care; the number of rooms with one or two beds has increased; a<br />
school class with two dedicated<br />
teachers is available to assist<br />
the children in the courses of<br />
their school.<br />
Assessment and Refinement<br />
Systematic reviews have shown<br />
that trust is spread throughout<br />
all the organisation's people in<br />
both top-down and bottom-up<br />
directions; the management<br />
being confident of employee<br />
abilities and people recognising<br />
the inspiration of their top management and the orientations provided by the<br />
leadership.<br />
Free speaking and free circulation of ideas allows for a continual brainstorming<br />
involving all personnel of all levels and specialities that enhances the culture of<br />
involvement, empowerment, and accountability.<br />
Peoples’ culture and commitment are the competitive and sustainable advantage<br />
of the hospital, making it confident of retaining its personnel and thus minimising<br />
turnover.<br />
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Impact on performance<br />
The impact of such behaviours is obvious on the two main performance indicators<br />
of the Hospital: patient satisfaction and employee satisfaction. Results in both<br />
domains are at a very high level (above 90%) and show positive mid-term trends.<br />
It is also clear that this hospital is now considered as a role model organisation by<br />
local and National Public Health Authorities, and has become a key asset for the<br />
Ministry of Health to improve the health system in this region.<br />
51 |<br />
Contact person Mr. Mesut DOGAN<br />
Quality Coordinator<br />
Address YENIDOGAN MAH. SEHIT SERKAN OZAYDIN<br />
CAD. YUVA SOKAK NO: 6<br />
26060 Eskişehir, Turkey<br />
Telephone 00905052157512<br />
E-mail mesutdo@hotmail.com<br />
Website www.sbesdogumevi.gov.tr
Liverpool John Moores University<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: United Kingdom<br />
Number of employees: c. 2500<br />
Turnover: c. €200M<br />
Sector: Higher education<br />
Track record in Awards:<br />
2008 - UK Excellence Award, Winner<br />
2009 - <strong>EFQM</strong> Excellence Award, Finalist<br />
APPLICANT OVERVIEW<br />
Since becoming a university in 1992, LJMU has grown substantially, in line with the<br />
policy of successive governments,<br />
to extend the scope and<br />
accessibility of higher education in<br />
the UK. From around 8,000<br />
students in 1988, LJMU now has<br />
24,442 students studying across its<br />
6 faculties. 2,590 people are<br />
employed with approx. €185m<br />
annual turnover.<br />
As an independent Higher<br />
Education Corporation, LJMU is<br />
funded primarily by Government via the Higher Education Funding Council for<br />
England (HEFCE) core grant.<br />
Contact person Mr Paul Evans<br />
Director of Business Excellence<br />
Address Egerton Court 2 Rodney Street<br />
Liverpool - L3 5UX, UK<br />
Telephone +44 151 231 3338<br />
E-mail p.a.evans@ljmu.ac.uk<br />
Website http://www.ljmu.ac.uk<br />
| 52
Osakidetza - Comarca Gipuzkoa Ekialde<br />
FINALIST<br />
ORGANISATION PROFILE<br />
Country: Spain<br />
Number of employees: 1025<br />
Turnover: 74.5 million Euro<br />
Sector: Health care<br />
Track record in Awards:<br />
2003 - Basque Quality Award<br />
2006 - Basque Quality Award<br />
2007 - <strong>EFQM</strong> Excellence Award Finalist<br />
APPLICANT OVERVIEW<br />
The full name of the organisation is<br />
Osakidetza – Comarca Gipuzkoa<br />
Ekialde, hereinafter referred to as<br />
COMARCA. Comarca is one of the 7<br />
Basque Country Primary Healthcare<br />
Districts which, together with 26<br />
hospitals, jointly make up Osakidetza.<br />
Osakidetza is a Public Entity, subject<br />
to Private Law, belonging to the<br />
Basque Government. The central<br />
office is located in Donostia-San Sebastian.<br />
Comarca operates within the health sector, forming part of the autonomous public<br />
health network of the Basque Country and of the Spanish state. The organisation<br />
represents the first level of access to primary healthcare for the citizens of his<br />
catchment area: 20 municipalities, with a total population of 461,611.<br />
53 |<br />
Contact person Elixabete Esparza García<br />
Quality Manager<br />
Address Avenida Navarra 14<br />
20013 Donostía-San Sebastián (Gipuzkoa) Spain<br />
Telephone +34 943006448<br />
E-mail elixabete.esparzagarcia@osakidetza.net<br />
Website http://www.ekialde.net/
LEVELS OF EXCELLENCE<br />
The <strong>EFQM</strong> Levels of Excellence has been created to motivate and encourage<br />
systematic improvement, helping organisations attain the highest levels of<br />
Excellence through their use of the <strong>EFQM</strong> Model. It also provides a focus for<br />
benchmarking and learning. The attained maturity in excellence impacts all<br />
organisational stakeholders – people, suppliers, customers and society.<br />
Organisations may apply for whichever of the three distinct levels they think is<br />
most appropriate for their ambition.<br />
Recognised for Excellence offers a way to chart your<br />
progress towards improving your competitiveness through<br />
Excellence. It is designed for organisations that are well on<br />
their way to Sustainable Excellence. These organisations, or<br />
organisational units, have experience in implementing<br />
Excellence concepts and Management Frameworks. For<br />
applicant organisations, it offers the benefits of a structured<br />
approach to identifying organisational strengths and areas for<br />
improvement from an external point of view. This scheme<br />
recognises the successful efforts that organisations have<br />
made to implement good practice and, organisations can be<br />
recognised at different levels., i.e. 3 star, 4 star or 5 star<br />
recognition.<br />
Committed to Excellence helps organisations to create<br />
passion and commitment amongst internal stakeholders to<br />
generate the necessary momentum for developing a culture<br />
of continual improvement. It is designed for organisations, or<br />
organisational units, that are at the beginning of their journey<br />
to Excellence. For applicant organisations, Committed to<br />
Excellence provides them with a practical and simple way to<br />
use the <strong>EFQM</strong> Excellence Model and RADAR logic to build on<br />
their knowledge of the organisation’s strengths and areas for<br />
improvement and commit to making improvement happen.<br />
These two <strong>EFQM</strong> recognition levels are offered at a local level by our Partners<br />
across Europe as a way to stimulate and accelerate the quest for Excellence in local<br />
or regional environments. It is only delivered by the <strong>EFQM</strong> itself for its member<br />
organisations when an international dimension is added.<br />
| 54
RECOGNISED FOR EXCELLENCE 5-STAR<br />
Between August 2009 and August <strong>2010</strong>, the following organisations achieved Recognised<br />
for Excellence 5-Star.<br />
Aknar PF – Kazakhstan<br />
Aknar PF is one of largest enterprises in Kazakhstan of production of broiler chicken meat. It<br />
produces more than 20 types of product: chicken meat, semi-prepared foods and byproducts,<br />
which have wide popularity in Kazakhstan.<br />
Autoridad Portuaria de Castellón – Spain<br />
Autoridad Portuaria de Castellón is one of the most important Spanish harbours,<br />
strategically situated on the Eastern Mediterranean coast in Castellón. The Port of Castellón<br />
provides nearly 5 kilometres of dock front, a depth of 16 metres in the harbours and a<br />
logistic platform totalling 840 hectares<br />
Azienda Unità Sanitaria Locale 7 – Siena – Italy<br />
The “Azienda Unità Sanitaria Locale 7 – Siena” was established in January 1995, and reunites<br />
the management of health services. Both local hospitals were previously provided by four<br />
former Local Health Authorities in the province of Siena.<br />
Bandar Imam Petrochemical Company BIPC – Iran<br />
One of the largest industrial establishments in the Islamic Republic of Iran, it is located on<br />
the northwest coast of the Persian Gulf.<br />
BSH Home Appliances – Belgium<br />
In 2002 in Belgium as a BSH subsidiary founded by the existing household electrical divisions<br />
of Robert Bosch and Siemens Home Appliances Belgium.<br />
Cairngorm Mountain Ltd – United Kingdom<br />
In the heart of the Cairngorms National Park, the UK’s highest award winning mountain<br />
railway, exhibition & restaurant provide year round inspiration, adventure and fun for<br />
everyone, no matter what age or physical ability.<br />
Caja Madrid – Spain<br />
Caja Madrid is Spain’s fourth largest banking group, comprising of banks, brands,<br />
subsidiaries and part-owned companies covering all areas of the financial business sector. It<br />
is the oldest of the Spanish savings banks (founded in 1702).<br />
CCI du Gers – France<br />
The Chamber of Commerce in Gers is the first in France to achieve the 5 star R4E Level of<br />
Excellence. The CEO has used the <strong>EFQM</strong> approach to develop a business model which<br />
integrates Sustainable Excellence and a specific score card of the French CCIs. Through these<br />
5 stars R4E, CCI du Gers shows a new way of excellence.<br />
Central College, Glasgow – United Kingdom<br />
Central College, formerly Central College of Commerce, is a college situated in the centre of<br />
Glasgow. The college has links to universities such as Caledonian and Glasgow University and<br />
provides courses such as Business Studies, Information Technology and Health, Hair and<br />
55 |
Beauty, Legal Studies (which can provide a direct access to the LLB law degree) and<br />
accountancy.<br />
Chichester Collegue – United Kingdom<br />
Chichester College is a college of further education in Chichester, England, and it also has a<br />
250 hectare campus at North Heath near Pulborough, Brinsbury Campus, for agricultural,<br />
horticultural and equestrian studies. It is a member of the 157 Group of high performing<br />
schools.<br />
Coca Cola İçecek A.Ş.<br />
Coca Cola İçecek A.Ş. is an outstanding regional company within The Coca-Cola company<br />
with respect to quality, volume and profitability operating in a geography encompassing<br />
Southern Eurasia and the Middle East. They operate in potential growth markets with<br />
growing economies, and young demographics.<br />
Colegio Internacional SEK-El Castillo (institucion Edu.SEK)<br />
Family educational institution not linked to any religious, political or economic group. Its<br />
commitment is to develop a training action quality within the framework of its charter and<br />
its educational principles..<br />
Colegio Vera Cruz Aranda de Duero – Spain<br />
Colegio Veracruz de Aranda de Duero is a private- concerted SAMULI, IS “CONCERTED” THE<br />
CORRECT WORD? school sited in Burgos. Its educational activity is based on a pedagogy that<br />
is open, flexible and constructive and which adapts to the needs of students and<br />
incorporates educational innovations that educational quality demands.<br />
Edenred Turkey<br />
Edenred, global leader in service vouchers and cards, provides solutions designed to<br />
enhance individual well-being and performance of organi\ations. Edenred Turkey, with its<br />
leading products Ticket Restaurant, Ticket Compliments, Ticket Service, Ticket Plus and Red<br />
Club, serves 330.000 people, 14.500 private and public companies.<br />
ESSILOR/ Site de SOFI- Mexique – France<br />
ESSILOR SOFI plant is a model for the other ESSILOR plants. Its 5 star R4E Level of Excellence<br />
is the result of commitment of the mobilisation of all the Mexican and French personnel at<br />
all levels.<br />
Through sharing of <strong>EFQM</strong> concepts (a clearly designed and understanding vision,<br />
mobilisation and partnership with all the staff,) and using Self-Assessment as " the change<br />
engine", the plant management in accordance with the ESSILOR business -<strong>EFQM</strong> manager,<br />
reaches a high level of commitment and Sustainable Excellence.<br />
Hull Collegue – United Kingdom<br />
Hull College is a high performing Further Education College in Hull, England. The enrollment<br />
of around 28,000 students (2005/06) makes it one of the largest schools of its type in the<br />
United Kingdom. It is a member of the 157 Group of high performing schools.<br />
Ibercaja – Spain<br />
Ibercaja is a medium sized savings bank and, with its headquarters located in Zaragoza, it<br />
has over 1000 offices throughout Spain. It is ranked 13th in the Spanish financial system and<br />
the seventh among the savings banks of client resources and loans<br />
| 56
ILEP e.V.- Germany<br />
ILEP is a federation of autonomous anti-leprosy non-governmental organisations, that<br />
support medical, scientific, social and humanitarian activities for the relief and rehabilitation<br />
of persons affected by leprosy. Their approach is holistic and based on the human rights of<br />
all those affected by this disease<br />
Institute “Giprokoks” – Ukraine<br />
The Institute “Giprokoks” was founded in 1929. Institute “Giprokoks” is the leading design<br />
agency in Ukraine and CIS countries in the coke oven and by-product industry and is a worldfamous<br />
engineering company.<br />
Institute “Gomelproect” – Rep. of Belarus<br />
Institute “Gomelproect” is the basic organisation of the Republic of Belarus for<br />
implementation of quality management systems according to ISO 9000 and base<br />
organization for automation of design work.<br />
Instituto de Gestão da Segurança Social, I. P. – Portugal<br />
Created on April 1, 1977 , under the Ministry of Labour and Social Solidarity, the Office of<br />
Financial Management of Social Security, IP ( IGFSS ) is a public institution within the<br />
administration of indirect rule, endowed with administrative and financial autonomy , Legal<br />
personality and own patrimony.<br />
Interserve Project Services Ltd – United Kingdom<br />
Interserve Project Services is a significant player in the construction market – both in the UK<br />
and on the international scene through established, expanding operations across the Middle<br />
East. From its Birmingham, England headquarters, the company employs over 2,600 people<br />
in the UK via an office network that stretches from Scotland to the south coast.<br />
Lizarra ikastola – Spain<br />
Lizarra Ikastola is a mixed school founded in 1970 and located in Navarra. It currently has<br />
over 700 students, offering education from 0 years to 16.<br />
Medizinische Radiologie LK St. Pölten – Austria<br />
The Institute of Medical Radiology, as part of the “Landesklinikum St. Pölten” hospital, offers<br />
a complete service including diagnostic imaging and interventional therapy.<br />
Red Eléctrica de España, S.A. – Spain INSERT PAGE BREAK TO KEEP TITEL WITH TEXT BELOW<br />
Red Eléctrica de España was the first company in the world to be dedicated exclusively to<br />
power transmission and the operation of electrical systems and currently, it holds a position<br />
of leadership in these activities.<br />
Republican Unitary Enterprise Byelorussian Steel Works – Byelorrussia.<br />
Republican Unitary Enterprise Byelorussian Steel Works. The plant was built and erected on<br />
a “turn-key” basis by foreign companies, which, among others, included such firms as Voest-<br />
Alpine (Austria) and Danieli (Italy).<br />
Ricoh Europe Supply Chain Management (RESCM) – Netherlands<br />
Ricoh is dedicated to providing state-of-the-art document production and sharing for a<br />
mobile workforce. For industry, Ricoh provides new ideas and solutions that enable the<br />
creation of high performance, energy efficient and environmentally friendly products for<br />
today and the future.<br />
57 |
Robert Bosch AG Diesel Systems Hallein – Austria<br />
Bosch products from Hallein have a leading position on the world market. They are used for<br />
large diesel engines. These generate electricity, for instance, in locomotives, on ships and in<br />
the off-shore sector, or are used to drive locomotives, ships or special vehicles<br />
Royal National Lifeboat Institution – United Kingdom<br />
The Royal National Lifeboat Institution (RNLI) is a charity that saves lives at sea around the<br />
coasts of the United Kingdom, Ireland, the Channel Islands and the Isle of Man, as well as on<br />
selected inland waterways.<br />
S.A.M.U.R. Protección Civil Madrid – Spain<br />
S.A.M.U.R. Protección Civil Madrid was launched by the city council in 1992 with the aim of<br />
quickly and effectively resolving health emergencies that occur on public roads within the<br />
municipality of Madrid. SAMUR teams, composed of doctors, nurses and emergency<br />
technicians, perform more than 120,000 operations annually.<br />
SCLE-SFE Tolouse & Marseille – France<br />
SCLE-SFE a subsidiary of GDF -SUEZ, has about 450 people, and its activity is focused on<br />
railway signalization and regulation. The leader of this company has a personal commitment<br />
towards quality, sustainable development and HR management. All decisions, all actions, all<br />
staff and management attitude are oriented towards Sustainable Excellence, and design<br />
from Vision and Company Values.<br />
SE “Krivbasstandartmetrologaya” – Ukraine<br />
State Enterprise “Krivbasstandartmetrologya” is the territorial body of the State Committee<br />
of Ukraine for Technical Regulation and Consumer Policy, which provides realisation of the<br />
State policy in the sphere of standardisation, metrology, certification and consumer rights<br />
protection.<br />
Servicio de Gestion y Recaudacion Tributaria Diputacion de Jaen<br />
Servicio de Gestión y Recaudación Tributaria de la Diputación de Jaén founded in 1988 by a<br />
decree which establishes a new local tax field, and with the conviction that only good<br />
management and subsequent recovery of local taxes can sustain a proper level of municipal<br />
activity.<br />
Seur Operaciones, S.A. (SEOPSA) MAD – Spain<br />
Seur España Operaciones, S.A., is the organisation that realises the activity of the transport<br />
of SEUR Group, a leading company in Spain in urgent transport. It has the fleet of deliveries<br />
and withdrawals of major capillarity in the sector, with a wide range of services.<br />
SIRTI S.P.A. – Italy<br />
Sirti installs networks, base stations for satellite links and wireless communications systems.<br />
It also constructs traffic control and signaling systems for highways and railways, installs<br />
power transmission and distribution lines for electric utilities, and produces software for<br />
network management.<br />
Soc. Coop. de Enseñanza San Cernin – Spain<br />
Sociedad Cooperativa de Enseñanza San Cernin, is one of the first cooperatives of education<br />
of Navarre that was created in the year 1974 by the religious French order of The Asuncion.<br />
| 58
State University of Management – Russian Fed.<br />
The State University of Management is one of the largest state higher education<br />
establishments of Russia, specialising in training managers<br />
SUE “ Vodokanal of Saint-Petersburg” – Russian Fed.<br />
SUE “Vodokanal of St.Petersburg” provides drinking water to the population of 4,568,000<br />
people as well as to the companies and organisations of the city.<br />
Sum City Bureau of Technical Inventory<br />
The utility company “Sumy City Bureau of Technical Inventory” has been operating for more<br />
than 60 years and its main activity is technical inventory and registration of possessory rights<br />
for immovable property objects<br />
Sussex Probation Area – United Kingdom<br />
Sussex Probation Area is one of 42 probation areas in England and Wales forming part of the<br />
National Offender Management Service (NOMS). SPA’s overall aim is to reduce re-offending<br />
by, and protect the public from, offenders. A total of 456 staff are employed across locations<br />
in East and West Sussex<br />
T-Systems Multimedia Solutions – Germany<br />
T-Systems Multimedia Solutions offers consulting, solutions and expertise in the field of new<br />
technologies.<br />
Tulchinka.RU – Russian Fed.<br />
Tulchinka is the largest producer of butter and spreads in Russia. It is part of a large agroindustrial<br />
holding company, called Terra Food, one of the largest industrial and commercial<br />
holdings in Ukraine.<br />
Universidad Miguel Hernández de Elche – Spain<br />
Universidad Miguel Hernández de Elche is a public University created in 1996. It has its<br />
headquarters in the City of Elche and is structured in 4 university campuses, all of them in<br />
the province of Alicante.<br />
Universitat Jaume I<br />
Universitat Jaume I is currently the leading higher education and research centre in the<br />
north of the Valencian Community and it is continually seeking to enhance the social,<br />
economic and cultural development of the society<br />
VAMED – KMB – Austria<br />
VAMED combines professional consultancy, project management, financial engineering and<br />
management know-how to secure the enduring success of our projects and satisfaction of<br />
our partners-worldwide.<br />
West Lothian Council<br />
West Lothian Council has for over 5 years embedded the principles of <strong>EFQM</strong> in all its services<br />
including education, social work, housing, economic development and transport. There is an<br />
ethos throughout the council of serving the customer and a commitment to continually<br />
innovating to drive up customer service at affordable cost based on fact and an<br />
understanding of what is important to the customer.<br />
59 |
RECOGNISED FOR EXCELLENCE 4-STAR<br />
Between August 2009 and August <strong>2010</strong>, these organisations have achieved Recognised for<br />
Excellence 4-Star.<br />
Austria<br />
Allgemeines Krankenhaus der Stadt Linz<br />
ÖWS - Österreichische Wertpapierdaten Service GmbH<br />
Volkshochschule Bregenz<br />
WIFI Kärnten GmbH<br />
Belgium<br />
Recupel<br />
France<br />
ADES<br />
AUBERT & DUVAL/ CDD Heyrieux<br />
CRAM SAS<br />
Gibraltar<br />
Gibtelecom<br />
Hungary<br />
Kanizsa Trend Kft.<br />
Iran<br />
Saipa<br />
Poland<br />
Torunska Energetyka Spólka Akcyjna<br />
Portugal<br />
Instituto de Informática, I.P.<br />
Secretaria-Gral do Ministério da Ciência, Tecnologia e Ensino Superior<br />
Russian Federation<br />
Arzamas State Pedagogical Institute<br />
Interregional clinical-diagnostic center<br />
Kazan medical College<br />
Slovakia<br />
Ministry of Finance of the Slovak Republic<br />
Spain<br />
C.E.S San eutiquio la salle gijón (principado de asturias)<br />
Cámara oficial de comercio e industria de navarra<br />
Centro cultural vallisoletano - valladolid<br />
Centro de estudios del ppdo aviles (principado de asturias)<br />
Centro de estudios del ppdo aviles (principado de asturias)<br />
| 60
Cocemfe navarra- fed.d aso.d minusválidos físicos y org c.n<br />
Colegio alkor madrid<br />
Colegio amor de dios de toro (zamora)<br />
Colegio anunciata dominicas león<br />
Colegio diocesano pablo vi ávila<br />
Colegio gran asociación (valencia)<br />
Colegio hogar escuela maría auxiliadora (tenerife)<br />
Colegio marista castilla - palencia<br />
Colegio marista la inmaculada (valladolid)<br />
Colegio sargrada familia hijas de jesús valladolid<br />
Colegio villalkor (madrid)<br />
Ctro europeo empresas e innovación del ppdo d asturias ceei<br />
Dursa inmobiliaria, s.a.<br />
Formatur, s.a.<br />
Fundación tomillo<br />
Gerencia de att. Primaria del área de salud de tenerife<br />
Grupo itma<br />
Heraeus electro-nite españa, s.l.<br />
I.E.S Puerto de la cruz - telesforo bravo s.c de tenerife<br />
I.E.S María pérez trujillo - las palmas<br />
I.E.S Politécnico las palmas<br />
I.E.S Virgen de las nieves santa cruz de tenerife<br />
Sociedad asturiana de ingeniería y medioambiente,s.l inmasa<br />
Universidad de alcalá biblioteca<br />
Universidad de salamanca servicio central de idiomas<br />
Universidad de sevilla - serv. De informática y comunicación<br />
Universidad de sevilla biblioteca<br />
Switzerland<br />
Schweizer Paraplegiker-Vereinigung<br />
Hochschule Luzern<br />
Turkey<br />
İgdaş (İstanbul Gaz Dağıtım A.Ş. )<br />
T.C. Karabük Devlet Hastanesi<br />
T.C. Özel Kültür Fen Lisesi<br />
United Kingdom<br />
Colas Ltd<br />
Department for Transport-Rail Service Delivery<br />
Hampshire Probation Area<br />
North Lanarkshire Council Protective Services<br />
JPCS Limited<br />
61 |
RECOGNISED FOR EXCELLENCE 3-STAR<br />
Between August 2009 and August <strong>2010</strong>, these organisations have achieved Recognised for<br />
Excellence 3-Star.<br />
Austria<br />
Allegmeines und Orthopädisches LKH Stolzalpe<br />
Ärztekammer für OÖ - Kammerbüro und Vereine<br />
Belgium<br />
MDK - Afdeling Kust<br />
Agentschap voor Maritieme Dienstverlening en Kust<br />
Cyprus<br />
University of Cyprus Library<br />
Denmark<br />
Ingeniørforeningen, IDA<br />
France<br />
INLEX IP Expertise<br />
Greece<br />
Hellenic Cables SA<br />
Iran<br />
Mahab Ghodss Consulting Engineering<br />
Italy<br />
Istituto Professionale “Francesco Datini”, Prato<br />
Provincia Autonoma di Bolzano – Riparticione 22<br />
Fondazione Kepha Onlus<br />
Qatar<br />
Qatar Telecom Q.S.C<br />
Saudi Arabia<br />
Saudi Aramco R&DC<br />
Slovenia<br />
MIK Internacional commercial and production company<br />
Spain<br />
AIDO Asociacion industrial de optica, color e imagen<br />
C.E.S. San eutiquio la salle gijón (principado de Asturias)<br />
Cámara oficial de comercio e industria de navarra<br />
Centro cultural vallisoletano - Valladolid<br />
Centro de estudios del ppdo aviles (Principado de Asturias)<br />
Centro mensiano san pedro regalado (Valladolid)<br />
COCEMFE Navarra- Fed. se Aso. de minusválidos físicos y org c.n<br />
Colegio Alkor Madrid<br />
Colegio Amor de dios de Toro (Zamora)<br />
Colegio Anunciata Dominicas león<br />
Colegio Casvi-Boadilla (Casvi-Boadilla s.a.)<br />
| 62
Colegio Concertado Calasancio<br />
Colegio Diocesano Pablo VI Avila<br />
Colegio Divina Pastora - León<br />
Colegio Gran asociación (Valencia)<br />
Colegio hogar escuela María Auxiliadora (Tenerife)<br />
Colegio Marista Castilla - Palencia<br />
Colegio Marista la Inmaculada (Valladolid)<br />
Colegio San Gregorio - Palencia<br />
Colegio San Gregorio - Palencia<br />
Colegio Sargrada Familia hijas de Jesús Valladolid<br />
Colegio Villalkor (Madrid)<br />
Colegio Virgen mediadora Dominícas Gijón (Ppdo Asturias)<br />
Ctro europeo empresas e innovación del Ppdo de Asturias CEEI<br />
Dursa inmobiliaria, s.a.<br />
Eulen sociosanitarios s.a.<br />
Eurocolegio casvi (eurolenguas, s.a.)<br />
Farmacia zarzuelo<br />
Formastur, s.a.<br />
Fundación INTRAS<br />
Fundación Tomillo<br />
Garben consultores, s.l.<br />
Gerencia de att. primaria del área de salud de Tenerife<br />
Grupo Itma<br />
Grupo Ombuds (Ombuds cía de seguridad, s.a/Ombuds servicios,s.<br />
Heraeus electro-nite España, s.l.<br />
I.E.S politécnico Las Palmas<br />
I.E.S Virgen de la Candelaria (Sta Cruz de Tenerife)<br />
I.E.S Virgen de las Nieves Santa Cruz de Tenerife<br />
I.E.S Cruz de piedra (las palmas de gran canaria)<br />
I.E.S. Felo monzón grau-bassas (las palmas de gran canaria)<br />
I.E.S Puerto de la cruz - Telesforo Bravo s.c de Tenerife<br />
I.E.S. Majada Marcial (Fuerteventura)<br />
I.E.S María pérez trujillo - las palmas<br />
Servicio público de empleo estatal de navarra (SPEE-INEM)<br />
Sociedad asturiana de ingeniería y medioambiente, s.l inmasa<br />
Universidad de Alcalá biblioteca<br />
Universidad de Salamanca servicio central de idiomas<br />
Universidad de Sevilla - Serv. de informática y comunicación<br />
Universidad de sevilla biblioteca<br />
Switzerland<br />
MBAL Sveta Marina EAD, Universitätsspital Varna<br />
Turkey<br />
Aras Cargo Yurtiçi Yurtdisi Tasimacilik A.S.<br />
Re/Max Türkiye-Tek Grubu Gayrimenkul Pazarlama İç ve Dış Tic. Paz. A.Ş.<br />
İstikbal Mobilya ve Sanayi ve Tic. A.Ş. Genel Müdürlük ve Kayseri Merkez Fabrikası<br />
Marport Liman İşletmeleri San. Tic. A.Ş.<br />
T.C. Milli Eğitim Bakanlığı Erenköy Zihnipaşa Pratik Kız Sanat Okulu<br />
63 |
United Kingdom<br />
British Quality Foundation<br />
Cheshire Probation Area<br />
Clackmannanshire Council Business Improvement and Technology Services<br />
Glasgow City Council Shared Service Centre<br />
Glasgow Housing Association<br />
London Probation - Bexley/Bromley, Croydon Cluster<br />
London Probation - Corporate Procurement Unit<br />
London probation Interventions<br />
| 64
COMMITTED TO EXCELLENCE<br />
Between August 2009 and August <strong>2010</strong>, these organisations have achieved Committed for<br />
Excellence.<br />
Austria<br />
a-plus Arbeitsprojektentwicklung GmbH (last year book)<br />
FWI Information Technology GmbH<br />
LKH Univ.-Klinikum Graz, Anstaltsleitung<br />
LKH Univ.-Klinikum Graz, Klinikum für Innere Medizin, Klinische Abteilung für Endokrinologie und<br />
Stoffwechsel.<br />
Mensch in Bewegung<br />
Österreichisches Rotes Kreuz - LV Steiermark<br />
Tirol Werbung GmbH<br />
Verein Arbeitsassistenz Tirol<br />
Belgium<br />
European Defence Agency<br />
Gemeente Stekene<br />
Bulgaria<br />
Medizinische Universität Varna<br />
Egypt<br />
Elaraby company for lighting technology<br />
France<br />
Invivo Direction Stockage<br />
La Poste DOTC Paris - Sud<br />
Pôle Emploi / Région Alsace<br />
Pôle Emploi / Région Bretagne<br />
Pôle Emploi / Région Corse<br />
Pôle-Emploi / Région Auvergne<br />
Greece<br />
AKTOR S.A<br />
All Seas Marine<br />
Being Essential Consulting<br />
COMPACT S.A<br />
GENESIS Pharma<br />
Korres S.A.-Natural Products<br />
OTEplus S.A<br />
POST-GRADUATE PROGRAM "MARKETING AND COMMUNICATION WITH NEW TECHNOLOGIES" of<br />
the department of Marketing&Communication of the Athens Unicersity of economics and Business<br />
Hungary<br />
Dél-alföldi Regionális Innovációs Ügynökség Közhasznú Egyesület<br />
HM Állami Egészségügyi Központ<br />
65 |
Iparfejlesztési Közalapítvány<br />
Jászkun Volán Zrt.<br />
Kontakt Humán Szolgáltató Nonprofit Kft<br />
NORRIA Nonprofit Közhasznú Kft.<br />
Securitas Biztonsági Szolgáltatások Magyarország Kf<br />
Széna Egyesület a Családokért<br />
Vállalkozói Központ Közalapítvány<br />
Italy<br />
Azienda U.S.L. N. 6 Di Livorno<br />
COGES S.p.A.<br />
Istituto Tecnico Commerciale Statale "G. PEANO" - Firenze<br />
ITCG "Don I. Lazzeri" - Pietrasanta (LU)<br />
Novares S.P.A.<br />
Provincia Autonoma di Bolzano - Ripartizione 19<br />
Portugal<br />
ANAM - Aeroportos e Navegação Aérea da Madeira, S.A.<br />
3S Solvay Shared Services, LDA.<br />
Câmara Municipal de Águeda<br />
Direcção Geral de Reinserção Social<br />
Direcção Regional da Administração Pública e Local<br />
Servilusa - Agências Funerárias, S.A.<br />
Russian Federation<br />
Chamber of Accounts of Ivanovo Region<br />
Knauf Gips Kungur, Ltd<br />
Knauf Gypsum Limited<br />
OAO «Minudobreniya»<br />
Plyos Local Administration<br />
Volga region state university of service<br />
ZAO «PO «Odintsovo»<br />
Spain<br />
Adiem Vega baja<br />
Agrupación de personas sordas de Zaragoza y Aragón (ASZA)<br />
Almacenes Pumarin, s.a. (apsa) Gijón Ppdo. de asturias<br />
Amappace málaga<br />
Andaluza de electricidad y aire acondicionado, s.l. anelair<br />
Anova it consulting, s.l.<br />
Aprex centro de encuentro y acogida granada<br />
Area ii de salud de la región de murcia<br />
Arela iniciativas de apoio a infancia e a mocidade vigo<br />
Asecal salamanca<br />
Aso. D familiares d enfermos de alzheimer (afedaz) zaragoza<br />
Aso. Familia y amigos enfermos d alzheimer/demencias zamora<br />
Aso.d asistencia a víctimas d agresiones sexuales (amuvi)<br />
Asociación aspanaex vigo<br />
Asociación colabora ciudad real<br />
Asociación hogar 20 granada<br />
Asociación mundo justo (madrid)<br />
Asociación proyecto hogar<br />
| 66
Asociación punto omega madrid<br />
Aspace granada<br />
Aspronaga oleiros (a coruña)<br />
Atención social en emergencias grupo 5, s.l.u<br />
Autoescuela loeches<br />
Autoescuela merinero, s.a.<br />
Autoescuela n-401, s.l.<br />
Autoescuela paños, s.l.<br />
Autoescuela proa parla, s.l.<br />
Autoescuela rubisan, s.a.<br />
Autoescuela salinas, s.l.<br />
Ayuntamiento de A Coruña - Policía local<br />
Boeing research & technology Europe, S.L.<br />
Cámara de comercio, industria y navegación (Granada)<br />
Candelita Madrid<br />
Centro de enseñanzas ocupacionales, s.a."ceo"<br />
Centro de formación específica Juan XXII la serrada (ávila)<br />
Centro de humanización de la salud<br />
Centro municipal de empresas de Gijón<br />
Centro neuropsiquiátrico Nª Sª del Carmen<br />
Centro superior de diseño de moda de Madrid<br />
CF en comunicaciones y tecnologías de la información Málaga<br />
Cifse - ctro integral de formación de seguridad y emergencias<br />
Ciudad deportiva municipal "El Val" centro de formación<br />
Cogami Santiago de Compostela<br />
Colegio calasancio Alicante<br />
Colegio gran asociación (Valencia)<br />
Colegio j.a.b.y . Madrid<br />
Colegio los pinos Algeciras<br />
Colegio nª señora de la consolación Ibiza<br />
Colegio Nuestra señora de Guadalupe (hh.maristas) Cáceres<br />
Colegio of. diplomados trabajo soc /asist. sociales de Madrid<br />
Colegio profesional de fisioterapeutas de la C.M.<br />
Colegio sagrado corazón de Fuencarral<br />
Ctro. De formación torrón (arroba estudios profesionales)<br />
Delfo, s.l. madrid<br />
Dirección de enfermería complejo asistencial univ. De león<br />
Down Huesca<br />
Down León- Amidown asociación amigos Síndrome de Down<br />
Escuela superior de formación Madrid<br />
Feafes Galicia Santiago de Compostela<br />
Federación de asociaciones de scouts de España (ASDE) Madrid<br />
Federación extremeña d asociaciones d personas sordas -fexas<br />
Formación ocupacional permanente s.l.<br />
Fundación Adcara Zaragoza<br />
Fundación Adcor A Coruña<br />
Fundación Angaro Proyecto Hombre (Jaén)<br />
Fundación Atenea grupo Gid<br />
Fundación Cnse para la supresión de barreras de comunicación<br />
Fundación Iepala ins.est. políticos América Latina y Africa<br />
Fundación pública Urxencias sanitarias de Galicia 061<br />
Gerencia de att. primaria del área de salud de Gran canaria<br />
67 |
Gerencia de servicios sanitarios de Lanzarote<br />
Grupo 5 gestión y rehabilitación psicosocial, s.l<br />
Grupo Exter, s.a.<br />
Helvetia compañía suiza, sdad anónima de seguros y reaseguros<br />
Hexa servicios y obras s.l.u<br />
Hospital Los Arcos<br />
I.E.S. primero de mayo (Las Palmas de Gran Canaria)<br />
I.E.S Los Valles<br />
Instituto tecnológico Autesel, s.l.<br />
Learning. Innovaciones pedagogicas, s.a.<br />
Lynka estudio de ingeniería, s.l.l.Málaga<br />
Masercisa<br />
Mercados centrales de abastecimiento de Asturias, s.a.<br />
Moa BPI Group Madrid<br />
Monisur, s.l<br />
Navantia, s.a. unidad de producción astillero Cartagena<br />
Opcion 3 sociedad cooperativa madrileña<br />
Org Autónomo Recaudación y gestión tributaria Badajoz (oar)<br />
Preescolar na casa Lugo<br />
Quiter servicios informáticos, s.l.<br />
Residencia asistida San Camilo<br />
Servicio de psiquiatría: complejo asistencial de Zamora<br />
Sescam - centro de salud de santa cruz de Mudela<br />
Sescam - gerencia de atención primaria de Cuenca<br />
Sescam gerencia de atención primaria de Guadalajara<br />
Sescam-gerencia de atención primaria de Albacete<br />
Sescam-gerencia de atención primaria de Toledo<br />
Sescam-gerencia de att primaria de Talavera de la Reina<br />
Sescam-gerencia de att. primaria de mancha centro<br />
Sodercan (sociedad para el desarrollo regional de Cantabria)<br />
Suárez trading, s.l.<br />
Técnicas terapéuticas médicas, s.a.<br />
Unión de cooperativas madrileñas de trabajo asociado<br />
Universidad de Aálaga- Area de administración y servicios<br />
Universidad de Oviedo - unidad técnica de calidad<br />
Universidad de Sevilla - facultad de geografía e historia<br />
Universidad de Sevilla- centro de formación permanente (cfp)<br />
Universidad de Sevilla esc.univ. de estudios empresariales<br />
Universidad de Sevilla.- escuela téc. superior de ingenieros<br />
Switzerland<br />
Abteilung Oekonomie Luzerner Kantonsspital<br />
AKAD Business AG<br />
AKAD College<br />
AKAD Höhere Fachschule und Finance AG<br />
AKAD Profession Zürich<br />
Bernerland bank AG<br />
Bildungsdirektion Kanton Zürich Fachstelle für Selbstbeurteilung<br />
Bildungszentrum für Wirtschaft Weinfelden BZWW<br />
bke Bildungszentrum Kinderbetreuung<br />
Careum Bildungszentrum<br />
Clienia Privatklinik Littenheid<br />
| 68
Compendio Bildungsmedien AG<br />
Edubook AG<br />
Fernfachhochschule Schweiz (FFHS)<br />
Forrer Lombriser & Partner Strategie und Projekte<br />
Fremdsprachen/sport<br />
Gewerbliche Berufsschule Chur (GBC)<br />
Inselspital Klinische Ernährung/Ernährungsberatung<br />
Kalaidos Bildungsgruppe AG<br />
Klinik für Schlafmedizin Bad Zurzach<br />
Kompetenzzentrum Fahrausbildung der Armee<br />
Lernstudio Gruppe<br />
Minerva Schulen Basel<br />
Minerva Schulen Nordwestschweiz AG<br />
MRV Switzerland Ltd, Turnkey Communication AG, TurnKey Services AG and Elcoma AG<br />
Organisation der Arbeitswelt Gesundheit & Soziales<br />
RUCH Griesemer AG Altdorf<br />
Sersa Group AG (Schweiz)<br />
SIG Schweizerische Industrie-Gesellschaft AG<br />
SIS Swiss International Schools Schweiz AG<br />
Spital Thurgau AG<br />
St. Anna Stiftung Luzern<br />
Stiftung Alters- und Pflegeheim Birsfelden<br />
Stiftung Wirtschaftsinformatikschule Schweiz WISS<br />
Swissgenetics<br />
Umwelt und Energie Kanton Luzern<br />
Zürcher Hochschule der Künste ZhdK Departement Kulturanalysen und Vermittlung<br />
Turkey<br />
Asim Kocabiyik Meslek Yüksekokulu<br />
Asım Kocabıyık Meslek Yüksekokulu<br />
Assan Panel Sanayi ve Ticaret A.S.<br />
Çe-Tur Çelebi Turizm Tic.A.S.<br />
KYK Yapı Kimyasalları Sanayi ve Ticaret Limited Şirketi<br />
Milli Prodüktivite Merkezi<br />
Osmangazi Ilçe Milli Egitim Müdürlügü<br />
Özel Nahçivan Ortodontik Grup Ağız ve Diş Sağlığı Hizmetleri Ltd. Şti.<br />
T.C. Milli Eğitim Bakanlığı Özel İnal Ertekin Eğitim Öğretim Tesisleri A.Ş.<br />
T.C. Milli Eğitim Bakanlığı Üsküdar IMKB Kız Teknik ve Meslek Lisesi<br />
T.C. Tarsus Belediyesi<br />
U.Ü.Gemlik Asim Kocabiyik MYO<br />
United Kingdom<br />
Barnardo's Scotland<br />
Bowood Estate<br />
Bridge House Hotel<br />
BTS Group<br />
City of Edinburgh Council<br />
Craigdale Housing Association<br />
CVS and Volunteer Centre Falkirk<br />
Dartmouth Golf and Country Club<br />
Derwent Hotel<br />
Destination Bristol<br />
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Dolphin Cottage<br />
East Dunbartonshire CVS<br />
English Holiday Cruises<br />
Fern Cottage Bed and Breakfast<br />
Glasgow South West Regeneration Agency<br />
Gloucester Cathedral<br />
Higher Wiscombe<br />
Jessamine Cottage Bed and Breakfast<br />
KEY<br />
Margaret Blackwood Housing Association<br />
Penumbra<br />
Penventon Park Hotel<br />
Ramada-Jarvis Bowden Hall Hotel<br />
Salisbury Tourist Information Centre<br />
Splashdown/Lemur Ltd<br />
STITA/Pathfinder<br />
Strathclyde Fire and Rescue<br />
The Big House Company<br />
The Big Sheep<br />
The GEO Group UK Ltd.<br />
The Globe Hotel<br />
The Green Dragon<br />
The Headland Hotel<br />
The National Trust<br />
The Ostlers House<br />
The Somerville<br />
The Wise Group<br />
Thurlestone Hotel<br />
Tour and Explore<br />
Trebah Garden<br />
Voluntary Action Highland<br />
West Dunbartonshire CVS<br />
“Who Cares?” Scotland<br />
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PART 2<br />
AWARD ASSESSORS<br />
Assessors for the <strong>EFQM</strong> Excellence Award <strong>2010</strong><br />
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<strong>EFQM</strong> EXCELLENCE AWARD ASSESSORS <strong>2010</strong><br />
<strong>EFQM</strong> would like to acknowledge and thank the following <strong>EFQM</strong> Excellence Award<br />
Assessors and their organisations for their work and contribution in assessing the<br />
Award candidates for <strong>2010</strong>. The Award could not succeed without their<br />
commitment and professionalism and they are amongst the best and most<br />
experienced Assessors in Europe.<br />
N.B. The names highlighted in bold represent the Assessment Team Leaders.<br />
First Name Last Name Company Country<br />
Rafael Abajo CLUB EXCELENCIA EN GESTION Spain<br />
Bahadir Akin Arcelik A.S. Turkey<br />
Anja-Christina Albert Bayer Schering Pharma AG Germany<br />
Claus Andersen Danish Centre for Leadership Denmark<br />
Véronique Ansseau EUROCONTROL Belgium<br />
Paul Bachmann GC EUROPE N.V. Belgium<br />
Ehrtfried Baeumel Robert Bosch GmbH, Bamberg Plant Germany<br />
Mostafa Bagheri TÜV Academy Iran-Germany Iran<br />
Jean Bastien Robert Bosch (France) SAS - Rodez Plant France<br />
Antoine Bastin AFNOR (French NPO) France<br />
Thomas Bäuerle SSB Consult Germany<br />
Hislaire Bernadette Solvay s.a. Belgium<br />
Gerhard Bertl NXP Sound Solutions Austria Austria<br />
Martin Brander VP Bank Liechtenstein<br />
John Bugeja Rolls-Royce Motor Cars Limited UK<br />
Javier Bullón Caro Aliad Conocimiento y Servicio SL Spain<br />
Jose-Antonio Calvo Maguregi Acorde Consulting Spain<br />
Haluk Çangar Bosch Sanayi ve Ticaret A.S. Turkey<br />
Claire Champel-Peter Robert Bosch (France) SAS - Rodez Plant France<br />
Dirk Crauwels UMICORE Precious Metals Refining Belgium<br />
Gaetano D’Emma CSBI Gaetano D’Emma Switzerland<br />
C.-Andreas Dalluege IBK Management Solutions GmbH Germany<br />
Emmanuel Damigos Damigos consulting Greece<br />
James Deacon Ricoh UK Ltd United Kingdom<br />
Diane Dibley DDC - You & More United Kingdom<br />
Stefan Ehrlich T-Systems Multimedia Solutions GmbH Germany<br />
Gülçin Ertorun Bosch Sanayi ve Ticareti A.S. Turkey<br />
Paul Evans Liverpool John Moores University United Kingdom<br />
Alan Faragher Strix Limted British Isles<br />
Walter Felchlin proven-practice.com Switzerland<br />
Christian Forstner Siemens AG Germany
Klaus Garbers Ricoh Deutschland GmbH Germany<br />
Marc Gernaey Flemish Government Belgium<br />
Roberto Gil Roa Grupo Ormazabal Spain<br />
Wolfgang Gliebe Quality Austria<br />
Principality of<br />
Liechtenstein<br />
Dayvon Goodsell Dayvon Associates United Kingdom<br />
Thomas Gramstrup Promentek ApS Denmark<br />
Umit Gunduz Bosch Sanayi ve Ticaret A.S. Turkey<br />
Andre Haynes Quality squared United Kingdom<br />
Petra Hemmer TRW Automotive GmbH Germany<br />
Andrei Hohan FiaTest Romania<br />
Felix Horner Suva Switzerland<br />
Norman Hughes TQMI Ltd United Kingdom<br />
Peter Hull Department for Work and Pensions United Kingdom<br />
Laura Huston Cargill Europe Belgium<br />
Patrick Jezequel EDF distribution system operator France<br />
Norbert Kaiser Excellence Europe GmbH Germany<br />
Susanne Kaldschmidt Sustainable Excellence Team – International Germany<br />
Hakan Karabulut Bosch San. ve Tic. A.S. Turkey<br />
Jane Keeley Jane Keeley United Kingdom<br />
Laurence Kempf Ricoh Industrie France SAS France<br />
Stéphane Kernacker Robert Bosch France (Sas) France<br />
Ismail Kiliç Bosch Sanayi Ticaret Turkey<br />
Hakan Kilitcioglu Middle East Quality Organization Turkey<br />
Riëtta Klijn Philips Applied Technologies BV The Netherlands<br />
Aydin Kuzalti BSH Ev Aletleri Sanayi ve Ticareti A.S. Turkey<br />
Sonja Lehnen Head of Production Management Knitwear Switzerland<br />
Nils Lippmann Robert Bosch San. ve Tic. A.S. Turkey<br />
Dan Lisai Statistics Sweden Sweden<br />
Roland Lochner Siemens Division Industry Solutions Germany<br />
Walter Ludwig Excellence Coaching Germany<br />
Guy Majoor Business Excellence Acceleration Belgium<br />
Alireza Maleki TÜV Academy Iran-Germany Iran<br />
Patrick Margaria EDF DMO France<br />
Ian May Siemens UK United Kingdom<br />
Gordon McCallum Quality Scotland Scotland<br />
Sophie Meura Solvay - Technology, Research and Procurement Belgium<br />
André Moll Deutsche Gesellschaft für Qualität e.V. Germany<br />
Valerie Mosberg CPC Unternehmensmanagement AG Germany<br />
Bibiana Navarro Arqued Aliad Conocimiento y Servicio, S.L. Spain<br />
Jens Nebendahl T-Systems Multimedia Solutions GmbH Germany<br />
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Maria Jesus Novo Rodriguez Fundacion Novia Salcedo Spain<br />
Britt-Marie Olsson Green Cargo AB Sweden<br />
Cihan Oruç Bosch San.ve Tic. A.S. Turkey<br />
Birgit Otto BO Consult Germany<br />
Lars Persson Posten Meddelande AB Sweden<br />
John Pimblott John Pimblott Limited United Kingdom<br />
Julie Raymond La Poste Group France<br />
Liisa Riihonen Ricoh Europe Netherlands B.V. Netherlands<br />
Adriano Ruchini Minerva SCPA Italy<br />
Nurseda Sankur Autoliv Cankor Turkey<br />
Vincent Schu Ricoh Industrie France SAS France<br />
Celal Seckin Seçkin Consultancy and Training Ltd. Co. Turkey<br />
Jacques Ségot La Poste Groupe France<br />
Annemie Simkens VIAC vzw Belgium<br />
Mark Slavicky PosAm Ltd. Slovakia<br />
Karin Smulders- te Velde Philips The Netherlands<br />
Alaine Sommerville Quality Scotland United Kingdom<br />
Nikola Šopar Hermes SoftLab d.o.o. Slovenia<br />
Pavol Surin PosAm, spol. s r.o. Slovak Republic<br />
Lena Tzavara Freelancer Greece<br />
Andre van der Geest TNT Post The Netherlands<br />
Jacqueline Van Rijswijk Philips Shared Business Services Finance The Netherlands<br />
Mary Odile Vanneraud LA POSTE –Direction du Courrier France<br />
Marina Velázquez Ricoh Europe United Kingdom<br />
Karin Walter<br />
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Karin Walter Consult Partner of QMS GmbH und<br />
Co KG<br />
Germany<br />
Michael Zölzer Mieschke Hofmann und Partner GmbH Germany
Special thanks<br />
go to the Jury members<br />
for their involvement in the <strong>EFQM</strong> Excellence Award process.<br />
They are responsible for selecting the Finalists,<br />
Prize Winners and Award Winners based on the feedback produced by the<br />
Assessors.<br />
<strong>2010</strong> JURY MEMBERS<br />
Florent Meyer, Deputy Managing Director, Dexia Sofaxis <br />
Lars Aagaard, Group Executive Vice President, Grundfos Group <br />
Marie Lindsay, Headmistress, St Mary's College <br />
Allan Ahrensberg, CEO, Ahrensberg Excellence <br />
Mia Goetvinck, Director Business Excellence, Ricoh Belgium <br />
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PART 3<br />
APPLY FOR THE 2011<br />
AWARD<br />
The <strong>EFQM</strong> Excellence Award 2011<br />
The Key-Dates for the Award process 2011<br />
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THE <strong>EFQM</strong> EXCELLENCE AWARD IN 2011<br />
WHAT IS THE <strong>EFQM</strong> EXCELLENCE AWARD?<br />
The <strong>EFQM</strong> Excellence Award is Europe’s most prestigious award for Sustainable<br />
Excellence.<br />
It is given to Europe’s best performing companies and not-for-profit organisations.<br />
It recognises industry leaders with an undisputable track record of success in<br />
turning strategy into action and continuously improving their organisation’s<br />
performance.<br />
The <strong>EFQM</strong> Excellence Award is the highest form of recognition an organisation<br />
could receive because it comes from its own peers. Top executives from leading<br />
businesses and public service organisations study and visit the candidates, and<br />
after a gruelling examination, select the few outstanding achievers.<br />
Exceptional performance in a specific area or subject is rewarded with a Prize. If a<br />
true role model is identified, if an organisation outshines all the others as the<br />
example to learn from and to aspire to, they receive the ultimate recognition, the<br />
Excellence Award.<br />
WHY PARTICIPATE? WHAT IS THE BENEFIT?<br />
There are three ways of participating in the <strong>EFQM</strong> Excellence Award; all are<br />
invaluable learning experiences for organisations and individuals.<br />
APPLICANT<br />
An organisation must apply to be a candidate for the Award. In exchange for the<br />
preparation of a submission document and the commitment of hosting a 5-day visit<br />
on its premises, the organisation benefits from a thorough assessment of its<br />
performance by a team of top executives and Sustainable Excellence practitioners<br />
from peer organisations. The assessment team examines the organisation’s<br />
strategic challenges and tactical implementation, evaluates the sustainability of the<br />
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operating model, then provides a review of the organisation’s strengths and areas<br />
for improvement to consider for future action.<br />
ASSESSOR<br />
An organisation can apply for some of its executives and managers to be Assessors<br />
in the Award. In exchange for the time devoted to the study of the written material<br />
and the visit to the assigned candidate organisation, the Assessor benefits from a<br />
unique leadership and management development opportunity. Assessors will carry<br />
out a high-profile, high-expectation assignment, under great time pressure, as a<br />
member of a newly formed multicultural and multifunctional team. Assessors will<br />
also increase their personal networks, gaining contacts in some of the best<br />
organisations operating in the European region.<br />
JURY MEMBER<br />
AWARD JURY<br />
The Award Jury is a group of highly influential people from the world of business,<br />
public service, politics and media. They are called to deliberate on whom among<br />
the best organisations in Europe is the role model all others should aspire to<br />
imitate, and to decide whom amongst top business and public service leaders<br />
should be called on stage and receive the ultimate recognition, the <strong>EFQM</strong><br />
Excellence Award. They have the opportunity to exchange views with some of their<br />
peers in the higher echelon of Europe’s industrial, political and cultural world on<br />
how business and public service strategies are implemented in Europe. They also<br />
get acquainted with organisations and people that are expected to shape the<br />
economic landscape in Europe – and globally – in the next few years.<br />
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WHY SHOULD YOU BELIEVE ALL THIS?<br />
The Award is continually upgrading – juries,<br />
participants, principles…<br />
The Jury of the Award has the responsibility of<br />
crowning the best from a group of modern<br />
organisations - complex entities that serve multiple<br />
stakeholders. Therefore the Jury must be<br />
representative of the different communities of interest<br />
with whom the organisation interacts. The <strong>EFQM</strong><br />
Excellence Award couples a group of experts in<br />
performance improvement and management systems<br />
with a panel of industry leaders and society opinion<br />
formers.<br />
The participants are as diverse as the cultures in Europe<br />
– and in the last few years their profile has evolved to<br />
represent many other cultures in the world.<br />
The perimeter of participation for each candidate has<br />
expanded too, from individual units and plants to<br />
operating companies and supply chains, from national<br />
scope to regional to intercontinental.<br />
The Award must keep up and be relevant to the world<br />
of management. The emphasis is on performance.<br />
What are the real drivers, what activities use resources<br />
without adding measurable value?<br />
The perspective of the observation is “big picture” and<br />
“from past to future”. Do the detailed approaches add<br />
up to a coherent whole? Is the strategic horizon of the<br />
organisation 10 years or 10 months, and will it thrive<br />
then as it does now?<br />
The playing field is multi-dimensional. The flexible<br />
conceptual framework of the <strong>EFQM</strong> Excellence Model<br />
allows the assessment of each organisation in its own<br />
context. Winners do not necessarily “conform”!<br />
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… BUT DON’T TAKE OUR<br />
WORD FOR IT!<br />
Comments from<br />
Assessors<br />
“It is a great opportunity to see<br />
Excellent organisations in<br />
operation, for networking and<br />
benchmarking exchanges of<br />
information, as well as great<br />
relationship building. If nothing<br />
else, interview technique becomes<br />
extremely well practised, along<br />
with rapid data/information<br />
collection and assimilation - all of<br />
which are extremely useful skills<br />
to have in the 'day job' outside of<br />
Assessment”<br />
<strong>EFQM</strong> Excellence Award Assessor <strong>2010</strong><br />
“It is an excellent management<br />
development training giving the<br />
opportunity to stand back and<br />
review whole business<br />
performance.”<br />
<strong>EFQM</strong> Excellence Award Assessor <strong>2010</strong><br />
“The new Model is focused on<br />
high level strategic issues<br />
provides efficient testing of the<br />
enabler/result transfer function,<br />
and of sustainability issues insists<br />
on relevant identification of what<br />
the key results are in the context<br />
of the organisation”<br />
EEA <strong>2010</strong> Assessment Team Leader
.<br />
COMMENTS FROM AWARD APPLICANTS<br />
“'The <strong>EFQM</strong> Excellence Award process is essential to our continued journey<br />
towards excellence. The outputs we received from the <strong>2010</strong> process were of<br />
the highest quality and deeply incisive. We have taken those outputs and<br />
plugged them straight into our continuous improvement programme. In<br />
addition the calibre of individuals involved in the assessment was<br />
outstanding, a stellar cast of Europe's finest practitioners of excellence. In<br />
summary for us the process was an outstanding experience'<br />
SIEMENS<br />
“Among the benefits of entering the <strong>EFQM</strong> Excellence Award are the<br />
presentation of a better image to our partners and employees, as well as<br />
connecting to the global world, in line with our visionary philosophy and<br />
strategy for excellence at sustainability.”<br />
Worthington Cylinders<br />
COMMENTS FROM JURY MEMBERS<br />
“It has been a great pleasure for me to work in the Jury with the esteemed<br />
fellow Jurors, under your guidance. I thank you and my colleagues for a very<br />
interesting and productive day, which has left me - and I hope all of us -<br />
with a pleasant sense of accomplishment.”<br />
(Senior leader, global financial institution)<br />
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<strong>EFQM</strong> EXCELLENCE AWARD 2011 – KEY DATES<br />
Applicant workshop – 12 & 19 October <strong>2010</strong><br />
Call for Assessors – from September to 25 th November <strong>2010</strong><br />
Applicant intent to apply – 25 th November <strong>2010</strong><br />
- Completed and signed application form<br />
- Completed qualification file<br />
Final submission document due date – 31 st January 2011<br />
Assessor briefing events (applicant meeting with the Assessors) – 3<br />
events scheduled in March 2011 (dates to be confirmed)<br />
Site visit – 16-20 May 2011<br />
Jury meeting – June 2011<br />
Feedback reports delivered to applicants – July 2011<br />
Award Ceremony - <strong>EFQM</strong> Forum 2011 – 2 nd half of October 2011<br />
If you are considering applying to<br />
the <strong>EFQM</strong> Excellence Award 2011,<br />
Please contact Mr Samuli Pruikkonen<br />
for further information by<br />
E-mail : samuli.pruikkonen@efqm.org<br />
or<br />
Phone : +32 2 775 3519
© <strong>EFQM</strong> <strong>2010</strong><br />
It is <strong>EFQM</strong>’s intent to encourage the widespread use of this material<br />
within companies and organisations. However, no part of this<br />
publication may be reproduced, stored in a retrieval system, or<br />
communicated in any form or by any means (be this electronically,<br />
mechanically, through photocopy or recording or otherwise) without<br />
the prior written permission from the copyright owner.<br />
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