Balanced Scorecard Financial

							                                                         Birmingham Primary Care
                                                           Shared Services Agency


               Contractor & Financial Services Directorate
                   BALANCED SCORECARD & EFQM LINKS

        What is EFQM Excellence Model?

    What are EFQM Excellence Model Criteria?

B                                                  CUSTOMER RESULTS
A
L                                                   SOCIETY RESULTS
A
N                                               PARTNERSHIPS & RESOURCES
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E                                                  POLICY & STRATEGY                E
D                                                                                   F
                                                       PROCESSES                    Q
S                                                                                   M
C                                                       PEOPLE
O
R                                                    PEOPLE RESULTS
E
C                                                     LEADERSHIP
A
R
                                               KEY PERFORMANCE INDICATORS
D
                     Contractor and Financial S
                                   THE EFQM EXCELLE
EFQM stands for European Foundation for Quality Management.




The EFQM Excellence Model is a practical tool that can be used in a n
The EFQM Excellence Model®




Model Content and Structure
                                                                                                 Birmingham Primary Care
                                                                                                   Shared Services Agency


                      Contractor and Financial Services Directorate
                                      THE EFQM EXCELLENCE MODEL
EFQM stands for European Foundation for Quality Management.
       Regardless of sector, size, structure or maturity, to be successful, organisations need to establish an appropriate
       management framework.
       The EFQM Excellence Model was introduced at the beginning of 1992 as the framework for assessing organisations for the
       European Quality Award. It is now the most widely used organisational framework in Europe and it has become the basis for
       the majority o

The EFQM Excellence Model is a practical tool that can be used in a number of different ways:
       As a tool for Self-Assessment
       As a way to Benchmark with other organisations
       As a guide to identify areas for Improvement
       As the basis for a common Vocabulary and a way of thinking
       As a Structure for the organisation's management system

         The EFQM Excellence Model is a non-prescriptive framework based on 9 criteria. Five of these are 'Enablers' and four are
         'Results'. The 'Enabler' criteria cover what an organisation does. The 'Results' criteria cover what an organisation achieves.
         'Result
         It is based on the principle that the five key enablers of excellence are about leadership, policy & strategy, people,
         partnerships & resources and processes. These activities enable excellent performance - as demonstrated by people
         results, customer res
         The Model, which recognises there are many approaches to achieving sustainable excellence in all aspects of performance,
         is based on the premise that:
         Excellent results with respect to Performance, Customers, People and Society are achieved through Leadership driving
         Policy and Strategy, that is delivered through People, Partnerships and Resources, and Processes.
         The EFQM Model is presented in diagram form on the next page. The arrows emphasise the dynamic nature of the Model.
         They show innovation and learning helping to improve enablers that in turn lead to improved results.
The EFQM Excellence Model®




Model Content and Structure
        The Model's 9 boxes represent the criteria against which to assess an organisation's progress towards Excellence. Each of
        the nine criteria has a definition, which explains the high level meaning of that criterion.
        To develop the high level meaning further each criterion is supported by a number of criterion parts. Criterion parts pose a
        number of questions that should be considered in the course of an assessment.
        Finally, each criterion part are guidance points. Use of these guidance points is not mandatory nor are the lists exhaustive
        but are intended to further exemplify the meaning of the criterion part.
                             Contractor and Financ
                                   THE EFQM EXCELLEN
The Model's 9 boxes represent the criteria against which to assess an o
definition, which explains the high level meaning of that criterion.
Leadership



Policy and Strategy



People



Partnerships and Resources



Processes



Customer Results

People Results

Society Results

Key Performance Results
                                                                                                                    Birmingham Primary Care
                                                                                                                      Shared Services Agency


                               Contractor and Financial Services Directorate
                                      THE EFQM EXCELLENCE MODEL CRITERIA
The Model's 9 boxes represent the criteria against which to assess an organisation's progress towards Excellence. Each of the nine criteria has a
definition, which explains the high level meaning of that criterion.
Leadership
       Excellent Leaders develop and facilitate the achievement of the mission and vision. They develop organisational values and systems
       required for sustainable success and implement these via their actions and behaviours. During periods of change they retai
Policy and Strategy
        Excellent organisations implement their mission and vision by developing a stakeholder focused strategy that takes account of the market
        and sector in which it operates. Policies, plans, objectives and processes are developed and deployed to deliver stra
People
         Excellent organisations manage, develop and release the full potential of their people at an individual, team-based and organisational level.
         They promote fairness and equality and involve and empower their people. They care for, communicate, reward and
Partnerships and Resources
       Excellent organisations plan to manage external partnerships, suppliers and internal resources in order to support policy and strategy and
       the effective operation of processes. During planning and whilst managing partnerships and resources, they balance
Processes
       Excellent organisations design, manage and improve processes in order to fully satisfy, and generate increasing value for, customers and
       other stakeholders.
Customer Results
      Excellent organisations comprehensively measure and achieve outstanding results with respect to their customers.
People Results
       Excellent organisations comprehensively measure and achieve outstanding results with respect to their people.
Society Results
        Excellent organisations comprehensively measure and achieve outstanding results with respect to society.
Key Performance Results
       Excellent organisations comprehensively measure and achieve outstanding results with respect to the key element of their policy and
                       Birmingham Primary Care
                         Shared Services Agency


cial Services Directorate
ENCE MODEL CRITERIA