The EFQM Excellence Model In Action - cicad

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Welcome to the EFQM Policy & Strategy Booklet -
number 2 in a series of 10 Advice Booklets.
The EFQM Advice Booklets
These Booklets have been primarily designed to support organisations with an interest in the Recognition of Commitment
to Excellence strand of EFQM’s three-tiered European Recognition Scheme. However, they will also appeal to anyone
interested in introducing the concepts, or improving the practices of Performance Excellence in their organisation.
Booklet 0 is the introductory Booklet. It provides general advice on the implementation of Excellence, based on the EFQM
Excellence Model. It outlines what you can expect to read in the other 9 Booklets, as well as establishing links and
relationships between the Booklets. It will also introduce you to the European Recognition Scheme and how your organisation
can become involved.
Booklets 1 - 9 are each based on one of the 9 Criteria of the EFQM Excellence Model and they provide advice and ideas for
developing good practice approaches across all 9 Criteria. You are currently reading Booklet 2 - POLICY & STRATEGY.
Policy & Strategy is Criterion 2 in the EFQM Excellence Model and
is defined as "How the organisation implements its mission
and vision via a clear stakeholder focused strategy,
supported by relevant policies, plans, objectives, targets and
processes."
We can see how POLICY & STRATEGY fits into a framework of
Excellence (left).
® The EFQM Excellence Model is a registered Trademark
For more information about the EFQM Excellence Model or Self-
Assessment, please contact EFQM’s Representative Office at
info@efqm.org, or check out EFQM’s web site on
www.efqm.org® The EFQM Excellence Model is a registered Tradema
"The 4 P’s – Planning Prevents Poor Performance."
Edinburgh International Conference Centre
Audience and Purpose
This Booklet is relevant to all types of organisations: commercial or public, for profit, not for profit, voluntary and charities, large
or small.
We have designed this Booklet as a practical knowledge tool to support you in considering how to achieve performance
excellence within this Criterion. We want the Booklet to stimulate your creativity, helping you to produce ideas for turning other
people’s Good Practice into your own unique way of building, deploying and reviewing how you determine your future
direction. We also want to demonstrate the linkages between the how you manage what you do (the Enablers) and what is
being achieved in relation to your Results.
All organisations have a purpose, a "raison d’être". They exist to do something, be it the delivery of a product or a service.
Many organisations summarise this reason for existing within what is often called a Mission statement. For instance, Yellow
Pages, a UK based subsidiary of BT, with operations also in the USA, describes its business purpose as follows