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EFQM Self Assessment Questionnaire
EFQM Self-Assessment Questionnaire 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: To what de...1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: Deployment...1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: How do you...1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: To what de...1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: Assessment...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: ...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: ...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: ...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: ...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: ...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: ...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: ...5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: ...

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  1. 1. EFQM Self-Assessment Questionnaire
  2. 2. 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: To what degree has the approach been implemented? If so, is there a structured implementation plan with an appropriate this frame? Deployment Assessment and Refinement Do you have measures to assess the effectiveness of the approach? If so have you used the measures to review and improve the approach? Do you undertake learning & creativity practices for improvement & inovation? How do Leaders communicate organisational goals to employees How do Leaders encourage employees to contribute to organisational goals and participate in improvement activities? What do Leaders do to recognise the contribution of stakeholders and employees? How do Leaders make time available to support and listen to people What is the Leadership style within the organisation? What are the priorities that Leaders consistently pay attention to? Who are your key stakeholders and how do Leaders identify and respond to their needs How do Leaders work in partnership with key stakeholders? Approach Is the relevance of the approach clear? If so, does it support other approaches? Has refinements been introduced to the approch? Criterion 1: Leadership How do the leaders of your organisation: • Develop a purpose and vision, role model appropriate values, ethices and behaviours with respect to customers, suppliers, employees and the community. • Demonstrate personal involvement to ensure that your organisational proesses and structure are aligned with strategy. For each of the 10 questions below, agree one score for the statements described against Approach, Deployment, Assessment and Refinement. 5 = Strong positive evidence1 = Weak evidence Describe the role of leaders in defining the purpose of the organisation What are the key values and behaviours supported by Leaders, that govern how the organisation operates?
  3. 3. 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: Deployment Assessment and RefinementApproach Is the relevance of the approach clear? If so, does it support other approaches? Has refinements been introduced to the approch? How does the organisation develop, implement and review strategy that is aligned to meet the needs and expectations of stakeholders. For each of the 10 questions below, agree one score for the statements described against Approach, Deployment, Assessment and Review and Results. Criterion 2: Strategy 5 = Strong positive evidence1 = Weak evidence Q1: What information do you collect and use to define the market you will operate in now and in the future? How do you track competitor activity? To what degree has the approach been implemented? If so, is there a structured implementation plan with an appropriate this frame? Do you have measures to assess the effectiveness of the approach? If so, have you used the measures to review and improve the approach? Do you undertake learning & creativity practices for improvement & inovation? How do you anticipate the needs of stakeholders? (Customers, Employees, Shareholders, Society) What are the key strategic goals of the organisation? Describe your planning process How do you prioritise activities in your strategic plan How do you cascade strategy in your organisation? How do you align organisational goals with individual and team targets and objectives How do you review the effectiveness of your strategy What performance data do you review to assess whether deployment of your strategy is on track?
  4. 4. 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: How do you identify and develop the skills of employees to ensure that the organisation has the capability to achieve organisational goals? How do you encourage and support employees to achieve their potential? What opportunities are provided to enable employees to participate in improvement opportunities? How do you align organisational goals with team and individual targets and objectives? How are employees appraised to help improve their performance? Describe the communication processes used to keep employees updated with organisational policies, share knowledge and good practice and allow upward feedback? What policies exist to motivate and recognise employees? To what degree has the approach been implemented ? If so, is there a structured implementation plan with an appropriate this frame? Do you have measures to assess the effectiveness of the approach? If so have you used the measures to review and improve the approach? Do you undertake learning & creativity practices for improvement & inovation? Deployment Assessment and Refinement Is the relevance of the approach clear? If so, does it support other approaches? Has refinements been introduced to the approch? How does the organisation manage, develop and release the potential of its people, in order to support strategy and the effective operation of its processes. For each of the 10 questions below, agree one score for the statements described against Approach, Deployment, Assessment and Review and Results. 5 = Strong positive evidence1 = Weak evidence How do you ensure that your HR plan is aligned with organisational strategy? What are the key human resource policies in your organisation? (e.g. Resource Planning, Recruitment, Career Development, Equal Opportunities, Appraisal) How do you capture feedback from employees in order to improve HR policies? ApproachCriterion 3: People
  5. 5. 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: To what degree has the approach been implemented? If so, is there a structured implementation plan with an appropriate this frame? Do you have measures to assess the effectiveness of the approach? If so, have you used the measures to review and improve the approach? Do you undertake learning & creativity practices for improvement & inovation? What are the key financial policies of the organisation? (e.g. invoicing cycles, investment appraisal, managing risk) How are emerging technologies evaluated? How is information and knowledge collected, organised and managed within the organisation? How is information and knowledge shared and exploited within the organisation? Deployment Assessment and RefinementApproach Is the relevance of the approach clear? If so, does it support other approaches? Has refinements been introduced to the approch? Criterion 4: Partnerships and Resources How does the organisation plan and manage external partnerships and internal resources, in order to support strategy and the effective operation of its processes. For each of the 10 questions below, agree one score for the statements described against Approach, Deployment, Assessment and Review and Results. 5 = Strong positive evidence1 = Weak evidence Who are your key partners? Is the relationship with them assessed in terms of their contribution to your strategy? What is the relationship you have with key partners and does this add-value to your customer / supplier chain? How are financial resources allocated in support of strategy? How are the assets of the organisation managed and maintained to optimise utilisation and increase their life-cycle? What approaches are in place to manage consumption of materials and energy and minimise waste? How does the organisation manage and exploit technology in support of strategy?
  6. 6. 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: Assessment and Refinement Is the relevance of the approach clear? If so, does it support other approaches? Has refinements been introduced to the approch? To what degree has the approach been implemented If so is there a structured implementation plan with an appropriate this frame? Do you have measures to assess the effectiveness of the approach? If so, have you used the measures to review and improve the approach? Do you undertake learning & creativity practices for improvement & inovation? Approach DeploymentCriterion 5: Processes, Products, Services How does the organisation design, manage and improve its processes in order to support strategy and fully satisfy customers and other stakeholders. For each of the 10 questions below, agree one score for the statements described against Approach, Deployment, Assessment and Review and Results. 5 = Strong positive evidence1 = Weak evidence What are your key business processes? How are interface issues or conflicts inside the organisation resolved? (This may be between different functions or across processes managed by the same or different functions) How are performance indicators used to identify and prioritise improvement opportunities? How are changes to processes communicated and training updated to ensure predicted results are achieved? How is market, customer and competitor research used to design and develop products and services that meet customer expectations? How is creativity and innovation encouraged to develop competitive products and services? How are products and services promoted, produced, delivered and serviced to customers? How do customers gain access to your organisation? How does the organisation handle feedback from customers? How does your organisation survey customers to determine and enhance customer satisfaction?
  7. 7. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Causes Do you know the key approaches that drive results? What are the key perception indicators you monitor to assess Loyalty and Intention to Repurchase your products and services? Targets Comparisons What is the organisation achieving in relation to its external customers? For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. Are your trends positive and sustained ? Do you compare and match your results with those achieved by external organisations? Do you know the key approaches that drive results? TrendsIntegrity Segmentation What are the key internal performance indicators you monitor to assess defects and error rates of your products and services? 1 = Weak evidence Who are your key customers? What key perception indicators do you monitor to assess the Image and Reputation they have of your organisation? What key perception indicators do you monitor to assess the views of your customer’s about the Quality, Value and Reliability of your products and services? What key perception indicators do you monitor for Sales and After Sales Support, Warranties and Guarantees? Criterion 6: Customer Results Relevance Relevance & Usability Are your results consistent with the strategy, needs & expectations of stakeholders? Perfomence & Outcomes Are your results comprehensive, timely, reliable, accurate ? Are your results segmented, identified & prioritised?
  8. 8. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: Are your trends positive and sustained ? Do you compare and match your results with those achieved by external organisations? Do you know the key approaches that drive results? Do you know the key approaches that drive results? What is the organisation achieving in relation to its external customers? For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. Are your results consistent with the strategy, needs an expectations of stakeholders? Are your results comprehensive, timely, reliable & accurate ? Are your results identified, segmented & prioritised? 1 = Weak evidence What are the key internal performance indicators you monitor to assess new and lost business? What are the key internal performance indicators you monitor to assess sales performance? What are the key internal performance indicators you monitor to assess customer retention and the duration of customer relationships? What are the key internal performance indicators you monitor to assess the lifetime value of customers? What are the key internal performance indicators you monitor to assess satisfaction and complaints levels? Criterion 6: Customer Results Relevance & Usability Perfomence & Outcomes Relevance Integrity Segmentation Trends Targets Comparisons Causes
  9. 9. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Do you know the key approaches that drive results? Perfomence & Outcomes Causes Criterion 7: People Results Relevance & Usability Relevance Integrity Segmentation Are your results consistent with the strategy & needs an expectations of stakeholders? Are your results comprehensive, timely, reliable & accurate ? Are your results identified, segmented & prioritised? What are your key perception indicators for employee satisfaction with working relationships and management style? What are your key perception indicators for employee satisfaction with employment conditions, pay and benefits? What are your key perception indicators for employee satisfaction with opportunities to learn and achieve? What are your key perception indicators for employee satisfaction with communication? Trends Targets Comparisons What is the organisation achieving in relation to its people. For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. Are your trends positive and sustained ? Do you set and achieve targets? Do you compare and match your results with those achieved by external organisations? 1 = Weak evidence What are the key perception indicators you monitor to assess the motivation of your organisation’s people? (e.g. career development, empowerment, involvement)
  10. 10. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: Perfomence & OutcomesCriterion 7: People Results Relevance & Usability Relevance Integrity What are your key internal performance indicators to monitor to assess employee competencies and capability to achieve organisational goals? What are your key internal performance indicators for employee productivity? What are the key internal performance indicators you monitor to assess the level of recognition in the organisation? Segmentation Trends Targets Comparisons Causes What is the organisation achieving in relation to its people. For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. Are your results consistent with the strategy & needs an expectations of stakeholders? Are your results comprehensive, timely, reliable & accurate ? Are your results identified, segmented & prioritised? Are your trends positive and sustained ? Do you set and achieve targets? Do you compare and match your results with those achieved by external organisations? Do you know the key approaches that drive results? 1 = Weak evidence What are your key internal performance indicators for absenteeism, sick levels and accidents? What are your key internal performance indicators for employee turnover?
  11. 11. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Do you know the key approaches that drive results? Trends Targets Comparisons Criterion 8: Society Results Relevance & Usability Relevance Integrity Segmentation Perfomence & Outcomes Causes What is the organisation achieving in relation to local and national communities. For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. Are your trends positive and sustained ? Do you set and achieve targets? Do you compare and match your results with those achieved by external organisations? 1 = Weak evidence What are the key perception indicators of society’s view of the organisation as a responsible citizen? Are your results consistent with the strategy & needs & expectations of stakeholders? Are your results comprehensive, timely, reliable & accurate ? Are your results segmented, identified & prioritised? What are the key perception indicators of society’s view of the organisations impact on local and national economies? What internal performance indicators do you monitor to assess the environmental impact of your operations? (e.g. noise, nuisance, emissions, pollution) What indicators do you monitor to assess reduction and elimination of waste? What indicators do you monitor to assess recycling?
  12. 12. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: What is the organisation achieving in relation to local and national communities. For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. What indicators do you monitor to assess positive and negative media / press coverage and reputation in the community? What indicators do you monitor to assess your contribution to society and involvement in communities? (e.g. charity and voluntary work) What indicators do you monitor to assess health risks and accidents to the public? What awards and accolades have you received from the community? Criterion 8: Society Results Relevance & Usability Perfomence & Outcomes Relevance Integrity Segmentation Trends Targets Comparisons Causes Are your results consistent with the strategy & needs & expectations of stakeholders? Are your results comprehensive, timely, reliable & accurate ? Are your results segmented, identified & prioritised? Are your trends positive and sustained ? Do you set and achieve targets? Do you compare and match your results with those achieved by external organisations? Do you know the key approaches that drive results? 1 = Weak evidence What indicators do you monitor to assess usage of utilities? (e.g. electricity and water consumption)
  13. 13. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q1: A1: Q2: A2: Q3: A3: Q4: A4: Q5: A5: Do you know the key approaches that drive results? Comparisons Causes What indicators do you use to monitor Cash Flow? (debtors / creditors, liquidity ratios) 1 = Weak evidence What indicators do you monitor to assess the Financial health of the organisation? (e.g. budget performance, sales revenue, profit, return on assets) What indicators do you use to monitor Balance Sheet performance? (investments, depreciation, asset management, write-offs) What indicators do you use to monitor Material Consumption? (e.g. stock turnover, defect rates, waste) What indicators do you use to monitor Supplier Performance? (price, delivery, contribution, added value) What is the organisation achieving in relation to its planned performance & strategic intent. For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. Criterion 9: Key Performance Results Relevance & Usability SegmentationIntegrityRelevance Are your results consistent with the strategy, needs, expectations of stakeholders? Are your results comprehensive, timely, reliable & accurate ? Are your results segmented, identified & prioritised? Are your trends positive and sustained ? Do you set and achieve targets? Do you compare and match your results with those achieved by external organisations? TargetsTrends
  14. 14. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Q6: A6: Q7: A7: Q8: A8: Q9: A9: Q10: A10: What indicators do you use to monitor the Value of intellectual capital? (e.g. intellectual property, patents, royalties, innovation rates, new product development) What indicators do you use to monitor Productivity? (maintenance, downtime, output per employee) What indicators do you use to monitor Market Share or the Sector Performance of the organisation? What indicators do you use to monitor Product and Service cycle times? (e.g. production cycles, from time to place an order to delivery, time from product development to market) What indicators do you use to monitor the sharing and use of knowledge? Criterion 9: Key Performance Results Relevance & Usability Relevance Integrity Segmentation Trends Targets Comparisons Causes What is the organisation achieving in relation to its planned performance & strategic intent. For each of the 10 questions below, agree one score for the statements described against Trends, Targets, Comparisons and Causes. Are your results consistent with the strategy, needs, expectations of stakeholders? Are your results comprehensive, timely, reliable & accurate ? Are your results segmented, identified & prioritised? Are your trends positive and sustained ? Do you set and achieve targets? Do you compare and match your results with those achieved by external organisations? Do you know the key approaches that drive results? 1 = Weak evidence
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