Links between results and activities
This sub-site includes tools to promote understanding when implementing EFQM Model. Tools are designed to clarify the links between indicators and strategies on the other hand and between indicators and operational level on the other. They also help to clarify the difference between satisfaction indicators and performance indicators.
Customer relationships and the evaluation areas of EFQM Model
Customer focus runs as a guiding principle through the entire EFQM Model, but it is most closely connected to evaluation points 5c to 5e (processes) and evaluation area 6 (customer results). Customer orientation may be included as part of an educational organisation’s values, mission, vision, strategic priorities or on its scorecard, for example. In an excellent organisation, the management works actively to maintain and promote co-operation and contacts with key customers, while present and future customer needs and expectations are taken into account in strategic planning. In addition, the educational organisation’s operating methods in other evaluation areas (staff, partnerships and resources as well as processes, such as the teaching/learning process) also have a significant bearing on customer results. These are also influenced by the educational organisation’s success in communication, coping with social responsibility, promotion of creativity and innovation and in other institutional processes.
The customer results area (6) includes results that are clearly related to customers. The evaluation area of key performance results (9) describes achievement of the objectives set by the educational organisation for itself and also results indicating the efficiency of its core processes (such as occupancy rates).
The EFQM Excellence Model relies on the principle of continuous improvement as an overall approach. The objective of an educational organisation is to meet the needs and expectations of different types of customers in the best possible way within the framework of its educational task. In EFQM Model the desired customer results, such as customer satisfaction, are defined as clear and measurable targets.
When using the scoring matrix RADAR logic of the EFQM Model a clear and measurable targets have to be set for each result area, criterion part or performance indicator. Target values are set for individual indicators. An analysis of underlying reasons for not achieving the target level i.e. drop-outs provides valuable information for future development activities. Targets should be reviewed and processes improved based on follow-up and analysis of results and improvement measures decided accordingly. The figure below makes use of the RADAR logic of the EFQM Model to demonstrate the objectives set for customer perceptions, planning, deployment and assessment of results achieved.
Developing customer results by using RADAR logic of the EFQM Model
Strategies and customer results in education
EFQM-model emphasizes the links between results or indicators and the operations. The organisation defines its policies, strategies and objectives regarding the customers and stakeholders and defines and chooses appropriate means of implementing the strategy. By monitoring and gathering information related to customer results the organisation monitors and follows its performance and makes necessary adjustments into processes.
Below an example of presenting the links between the strategies and results or the indicators on the other hand and between the operations and results on the other. The figure tries to describe the operations and measures needed in order to achieve the strategic objectives of the provider and list possible perception measures and performance indicators to measure the results.
