The customer in this case was a public sector organization with approximately 600 employees that served a population of 200.000 people. The Corporate Management Division included a Quality Unit that took the initiative to implement the EFQM model. This project was done in the frame of their initial assessment.
The organization had already implemented the Best Value initiative, an initiative that was introduced by the UK government with the aim to improve performance in the public sector organizations. The Best Value initiative was based on the TQM philosophy of continuous improvement.
The aim of our research was to collect evidence that proved the current status of business performance in relation to the criteria of the EFQM model. We used Quality Function Deployment (QFD) as the main tool for the assessment. A quality audit gave us a description and an assessment of the organizational approach to quality.
Furthermore a cultural audit gave us an indication of the current organizational culture which was included in the "Hows" section of the QFD matrix. In the "Hows" section of QFD were also included other organizational approaches, evidence of which was found during the quality audit. The "Hows" section was correlated with the "Whats" section of QFD, which included the requirements of the EFQM model.
The project provided to the organization an overview of current organizational practices and their relation to the requirements of the EFQM model. It translated the EFQM criteria into actual service delivery approaches and activities. Thus, the organization gained a better understanding of its strengths and weaknesses in relation to the criteria of the EFQM model. The main findings can be summarized as following: