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February 2012


 Editorial: Are you online?

 Creative use of Social Media

 Communities of Practice: New topics for 2012

 The EFQM Framework for Enterprise 2012

 Good Practice Visits2012: Sign up now!

 EFQM Online…

 Forum 2012

 New Members

 Getting involved


Ten years ago you had to ask “do you have an e-mail address?” Today, that question is redundant. Who doesn’t have one? In 2011, compared to the previous year, the number of internet users increased again with another 6.5 per cent. Communications, personal and corporate, have increasingly moved from offline to online. Experts predict these trends will accelerate in 2012.Tablet computers and mobile internet is partly at the origin of this continuously growing shift. At EFQM we are not missing out on this online opportunity either. Hence, you can now find more and more publications online. Through Kindle on Amazon, or other platforms you can buy soft copies of the Model, a number of case studies and EFQM user guides. Excellent organisations achieve and sustain superior levels of performance that meet or exceed the expectations of all their stakeholders. But how would you define an excellent Enterprise 2.0? A group of organisations, led by Michael Meyer of Robert Bosch GmbH, asked themselves the same question. In response, they developed the EFQM Framework for Enterprise 2.0, a document to provide organisations with a holistic and universal approach towards excellence in managing their Enterprise 2.0 strategy. Finally, let me ask you: Are you already online? If you are, show us! EFQM is looking for good practices in social media. More particularly, we’re looking for initiatives that have delivered tangible benefits for your organisation and stakeholders; the more creative the better. More information on all of the above topics in this month’s EFQM Excellence in Action.

Enjoy the reading!

Yours sincerely,

Pierre Cachet, Chief Executive Officer, EFQM


The EFQM Social Media Good Practice Competition is your opportunity to showcase how you’ve harnessed the power of social media in your organisation. We’re looking for initiatives that have delivered tangible benefits for your organisation and stakeholders; the more creative the better.

Entering this competition will ensure international recognition. The winner(s) will present their Good Practice at the EFQM Forum, our annual Business Excellence conference attracting more 350 global leaders. This competition is open to any organisation globally, private and public, large and small… The winner will receive a year's membership of EFQM free of charge, including obviously all membership benefits. If you are already a member of our network, you will receive vouchers redeemable against a selection of EFQM's publications and training courses.

Please upload a description of your good practice and a short video (3min) onto our website before the 16th of May. On the site, you can find a template and an example. On the 31st of May, a jury will be reviewing all applications to identify 6 to 8 Finalists. After that, the viewing public will select the top 3 organisations. Out of these, the jury will appoint the ultimate winner. For more information, please visit our website or contact Vinciane Beauduin ( or via phone +32 7753510).


An interview with Olivier Vriesendorp, Marketing Director Ricoh Europe. Why did you participate in the EFQM Good Practice Competition? In 2011, Ricoh launched The Sustainability Optimisation Programme in Europe. It added an environmental service to Ricoh’s Managed Document Services and built upon our successful Pay Per Page Green consultancy. The Sustainability Optimisation Programme enables medium to large organisations to reduce environmental impact and Total Cost of Ownership (TCO) by more than 30 per cent, govern the sustainable performance of their business documents, and neutralise any remaining, unavoidable carbon emissions. We were looking for opportunities to benchmark the programme with other sustainability bestpractices. This objective has been met by participating in the EFQM Good Practice Competition. The EFQM competition provided a platform for showcases in sustainability coming from a wide range of sectors: government, industry, non-profit, as well as wide geographic diversity. The level of the EFQM Good Practice contestants was very high and the judges extremely knowledgeable, making the journey to win the Award a tough but very inspiring experience. From your perspective, what was the highlight of the experience? When we were first advised that Ricoh’s Sustainability Optimisation programme had been shortlisted along with 5 other contestants, it was a highlight for the team that had helped to launch the initiative in Europe, and sends a strong message to our clients about our focus on helping them to reduce their carbon footprint. It was also a great opportunity to present our initiative to the EFQM jury, visitors, and fellow contestants – in a 10 minute presentation plus the time for questions. Until the last moment we had no idea what the result would be, there were so many good presentations… It was great to hear Ricoh had won as well as the positive feedback from the jury about the inspirational potential of our proposition. How did your organisation benefit from the competition? Winning the Sustainability Award, from a prestigious organisation like EFQM adds credibility when we discuss the Sustainability Optimisation programme with our customers and other stakeholders. In the competitive market in which Ricoh operates, it adds value if your offerings are validated by well-respected organisations.


After the EFQM Award, we had a chance to work with several leading management consultancy firms. One of them, specialised in strategy consultancy, conducted a strategic assessment of the Sustainability Optimisation programme and wrote a case book on it. More recently, another consultancy firm published a report on the ‘Circular Economy’ in which Ricoh’s latest sustainability offering is featured: Ricoh GreenLine machines. The year ended on another high for us by also winning a Silver award in the International Green Awards. Why would you recommend it to others? We would recommend the EFQM Sustainability Good Practice Competition for those embracing sustainability in their business model. It provides a great opportunity to benchmark your good practice with others, get visibility, expand your network of EFQM practitioners and get insights to further shape your offerings or develop new ones.

The State Unitary Enterprise “Vodokanal” of St. Petersburg provides water and wastewater services to the city of St. Petersburg. An interview with Kirill Biryukov, the Leading exper at the Quality systems Department.

Why did you participate in the EFQM Good Practice Competition? The EFQM Good Practice Competition was the opportunity to present our company and our approaches in management to a large number of people who take part in the vote, as well as to members of EFQM. Moreover, it allowed us to compare ourselves with leading companies in Europe. Also through participating, we wanted to attract other companies from our industry (water and wastewater sector) to work on the EFQM Excellence Model, in order to continue together our journey to excellence. From your perspective, what was the highlight of the experience? Making use of video to present ourselves and our approach was really useful and novel for us. After the competition we started using videos more frequently. This method allows us to clearly express our ideas. How did your organisation benefit from the competition? Our company took part in this competition for the first time. We saw a large number of companies from various industries who think like we do. We’ve met new partners and friends, and we're going to cooperate with them to share information to improve our management system. Why would you recommend it to others? Participation in EFQM Good Practice Competition provides an invaluable experience for each employee. It improves your already established intercompany


communications. And most importantly, entering a competition motivates and encourages your staff to achieve more!

Minerva is a leader in the design and delivery of facility management, which it has successfully applied to hospital services and also to the shipbuilding sector. Over the years, the company has developed an innovative organisational and management model, based on the continuous search for Excellence. Why did you participate in the EFQM Good Practice Competition? Minerva has participated to the competition for further sharing of good practices in environment attention. Our organisation aims to improve social welfare and connect business results by involving co-entrepreneurs, stakeholders and the society to create key success figures in a responsible way of acting. From your perspective, what was the highlight of the experience? Minerva CO2 Free is a development which has enabled the company to become self-sufficient for its energy needs with zero environmental impact. In addition, it made us a role model of sustainability in the region and across Europe. We hope to encourage other companies to do the same. How did your organisation benefit from the competition? The company was awarded as Finalist. Through the competition and our achievement, we became aware or self-conscious of the result. Why would you recommend it to others? For sharing your own experience with other organisations, with other countries, with other sensibilities and, in consideration of high level of EFQM knowledge and reputation, know where you exactly are on the path of sustainability and environment attention.

The case studies of last year winners are all available for download on the EFQM Knowledge Base (members only). For non-members, you can find some case studies through Amazon. Enjoy the Reading!


For EFQM members only!

Communities of Practice are small working groups based on a specific theme chosen by an EFQM Member with a defined objective, deliverable and life time. In 2012, EFQM members are invited to sign up, share experience and learn from others on one of the following subjects: 

: Increase the exchange of knowledge across the company (and even behind the company boundary) to facilitate knowledge growth, efficacy and efficiency of processes and innovation. Who? Already confirmed organisations include: Repsol, Red Electrica, Grundfos, Essilor, T-Systems and more. When? First meeting will take place on February 7 (webinar)

: In a dynamic environment the role of the process owners changed. Through outsourcing, process structures got more complex. Activity splits have to be defined, the involved parties increased. Who? Already confirmed organisations include: Stora Enzo, Grundfos and T-Systems. When? To be defined

Increasing Added Value for Customers through Consulting. Who? EFQM Consultant Members, Licensed Advisors and Trainers When? To be defined  The aim of this COP is to raise and share best practice methods for proceeding and monitoring of IT projects in terms of the EFQM excellence idea. Who? T-Systems will lead this group. When? To be defined  It’s no longer enough to be an expert who delivers face-to-face training. We would like to take a look at future learning trends and share and discuss best practice on how we build up a learning platform. Who? Already confirmed organisations include: Essilor, CYTA, and Grundfos When? To be defined

For more information or to sign up, contact or call +32 2 775 3511


Not an easy question to answer, don’t you think? In 2011, a group of organisations led by Michael Meyer of Robert Bosch GmbH came together to discuss and exchange good practices on the subject of Enterprise 2.0. Together with other originations, including T-Systems Multimedia Solutions, Elcoteq, BearingPoint, Telia Sonera, Grundfos and the School of Management, EFQM developed a Community of Practice. This working group developed the EFQM Framework for Enterprise 2.0.

The EFQM Framework for Enterprise 2.0 has been developed to provide organisations with a holistic and universal approach towards excellence in managing their Enterprise 2.0 strategy. This document describes the success criteria for Enterprise 2.0 and maps them to the EFQM Excellence Model, thus ensuring a comprehensive and balanced approach to planning and implementing Enterprise 2.0. The Framework is based on the 9 criteria of the EFQM Model to which specific Enterprise 2.0 issues have been linked. This EFQM Framework for Enterprise 2.0 can be used as follows:  As a structure to define and implement an Enterprise 2.0 strategy.  As a tool for self-assessment, by measuring where the organisation is, and helping to understand the gaps towards excellence in managing their Enterprise 2.0 strategy.

On the following two pages, you can find a preview of the Framework. More specifically you can read how Leadership can be defined in an Enterprise 2.0 .


 Visibly demonstrating commitment to a collaboration and social networking culture, based on a strong foundation of transparency, openness and trust, encouraging communication across all hierarchical levels;  Being personally involved in ensuring that social media technologies are developed, deployed and integrated with the organisation's management system – this includes leaders themselves learning to use new web tools and processes, and establishing clear guidelines for behaviour and confidentiality in using social media;  Understanding and leading digital natives, and fostering exchange between generations (e.g. reverse mentoring);  Using social media to engage with external stakeholders and extend online collaboration throughout the value chain;  Reinforcing a collaborative culture with the organisation's people, with leaders coaching and facilitating;  Developing new control patterns that focus on output, encourage flexible work time patterns and emergent web and social media applications;  Ensuring that the organisation is flexible and manages change effectively.


EFQM CRITERION DEFINITION Excellent organisations have leaders who shape the future and make it happen, acting as role models for its values and ethics and inspiring trust at all times. They are flexible, enabling the organisation to anticipate and react in a timely manner to ensure the ongoing success of the organisation. 1a. Leaders develop the mission, vision, values and ethics and act as role models. Examples could include:  Setting and communicating clear values, ethics and expectations for internal and external use of social media, typically as social media guidelines, including information classification, dealing with confidential information, and guidelines on private and work-related use of social media in the organisation;  Acting as role model for integrity, social responsibility and ethical behaviour in social networks;  Actively participating in the online community, promoting a culture of collaboration within the organisation and with stakeholders. 1b. Leaders define, monitor, review and drive the improvement of the organisation’s management system and performance. Examples could include:  Clearly defining the results and benefits they want to achieve with social media and ensuring appropriate measures are developed and tracked;  Using social media to simplify processes, promoting creativity and emergent workflows;  Using social media to develop and track the organisation’s brand image. 1c. Leaders engage with external stakeholders. Examples could include:  Using social media to create and maintain a dialogue with external stakeholders;  Extending online collaboration throughout the value chain;  Building trust with stakeholders through open and authentic communication;  Ensuring transparency of information to key stakeholders, in line with their expectations for online communication. 1d. Leaders reinforce a culture of excellence with the organisation’s people. Examples could include:  Encouraging collaboration across all hierarchical levels by motivating and empowering people to work together;  Encouraging people to use social media to work more efficiently and effectively, developing new work patterns;  Focusing on deliverables rather than monitoring the use of time;  Promoting equal opportunities and diversity through online collaboration and empowerment. 1e. Leaders ensure that the organisation is flexible and manages change effectively. Examples could include:  Understanding how to lead teams with members having different degrees of aptitude with social media (e.g. digital natives);  Learning how to effectively use new hardware and software, acting as role models for others;  Exploiting new approaches and ways of working emerging from the use of social software;  Defining the roles needed to effectively implement Enterprise 2.0 in the organisation (e.g. champions, gardeners);  Allocating resources to manage online communities.


Good Practice Visit at Bilim Pharmaceuticals, 6 December 2011

Good Practice Visit at Sanitas and Osakidetza, 25 January 2012

Company Name REGTSA Bosch Bari Quality Scotland Bosch Bamberg Bosch Car Multimedia Systems

Country Spain Italy UK Germany Portugal

Date 21 February 3 April May 25 April 6 September

Spoken Language Spanish English English English English

For more information, please visit To sign up, please e-mail us at


The publications below are available for sale through the Kindle store on Amazon, on iBookstore and Nook. The eBooks can be read on various tools: Kindle, Ipad, Iphone, Ipod, PC, Mac, Android, nook... For each tool, you can download a free reader application.

From left to right, top to bottom:

1) DMAIC Improvement Methodology 2) EFQM Excellence Model 3) Understanding an Organisation’s Stakeholders 4) EFQM Management Document 5) EFQM Framework for Enterprise 2.0

EFQM Members can download a free copy on the Knowledge Base.

The EFQM Knowledge Base is a database of articles, case studies, interviews, tools and videos by members for members. More than 2000 business leaders make use of this knowledge bank. EFQM Shares What Works to inspire organisations and business leaders, to create a world where European organisations are recognised as the benchmark for sustainable economic growth.


How will the market look 20 years from now? Where will we be working? What will excellence look like? How fit is your organisation to face the future? Hear from experts how future customers, products and services will be managed. Understand how people and talent management will look like 20 years from now. Get an idea of forthcoming technologies and online communication. The EFQM Forum is an excellent opportunity for you to learn from experts and expand your professional network. Block your calendar today! More information soon available on



 B Braun Avitum Hungary CPLC  Republican Unitary Enterprise "Byelorussian Steel Works"

 S.C. Certind S.A.  Sheikh Khalifa Excellence Award     


(SKEA) Cyprus University of Technology Santisima Trinidad School BP - Upstream PSCM UNOPS (United nations Office for Project services)

          

The Standard Institution of Israel Kindermuseum Creaviva SJ AB Sheikh Zayed Housing Programme Coca-Cola Içecek A.S. Ankara Plant ORYX GTL Limited Method Research Company Services Limited Hospital Galdakao-Usansolo Ospitalea eraclitus srl Infineon

EFQM is a global non-for-profit membership foundation based in Brussels, Belgium. With more than 500 members covering more than 55 countries and 50 industries, we provide a unique platform for organisations to learn from each other and improve performance. EFQM is the custodian of the EFQM Excellence Model, a business model which is helping over 30,000 organisations around the globe to strive for Sustainable Excellence. EFQM Members share a common goal: the pursuit of excellence. The EFQM Excellence Model provides a common framework and language that facilitates the effective sharing of information between organisations; transcending sectorial, cultural and maturity barriers. As part of this network you are able to engage with like-minded individuals and share experience on the development of innovative solutions that can help your organisation address some of its most important challenges.


When? 17 April 2012 Where? EFQM offices, Brussels If you are new to EFQM, if you are thinking about implementing the Model, or if you are considering becoming part of the Member Network, then this event is something for you! Introductory Meetings are one-day free events to give you an introduction to EFQM and our Excellence Model. You will leave the day with a better understanding of EFQM's portfolio, our Network and a draft of your pathway to Excellence. The programme features the following sessions:

   

Work with the EFQM Excellence Model: start your first self-assessment Hear from a guest speaker Meet on-to-one with an EFQM team member to better plan your journey Introducing EFQM

Sign up now! To register, e-mail

Organisations can join the EFQM member community and enjoy some exclusive benefits such as access to free assessment and improvement tools, participation to events, themed webinars and good practice visits. To learn more about our member community, feel free to contact us or to join one of the free introduction meetings at our offices in Brussels. As a member of EFQM, you will enjoy the following exclusive benefits:  Expert advice and support for your organisation’s journey towards excellence.  Access to the EFQM Knowledge Base is a database containing a number of free to download assessment, management and improvement tools; as well as Good Practices identified from the last 3 years of the EFQM Excellence Awards.  Members receive a discount of 20% on EFQM Products & Services, including Training, Publications and Recognition.  There are themed events and webinars throughout the year, with Good Practices and new tools being shared and explained by EFQM and member organisations. For more information, please e-mail


We created The EFQM Network for Sustainable Excellence to facilitate a dialogue between our peers and the wider community. The group is open to anyone with an interest in this area. Over 2600 individuals have already joined our group and shared their experiences. If you’ve got a question, it’s a great place to start.

Share your ideas, photos, and other EFQM moments on Facebook or Twitter.

EFQM Prize Winner Bosch Chassis Systems Control

EFQM Prize Winner Liverpool John Moores University

An introduction of the EFQM Excellence Model

And more….


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