Quality and Productivity

EFQM: Internal Assessor

Why Attend

This course has been designed to prepare individuals to perform assessments of their organizations based on the EFQM Excellence Model and RADAR assessment methodology. This course helps create the internal capability and skills required for running a self-assessment program in an organization using different types of tools and techniques. During the course, participants practice using a number of tools, from simple self-assessment to a full award simulation. During the full award simulation, participants are introduced to interviewing techniques to obtain required information and achieve desired results.  Participants are also trained to provide constructive feedback reporting based on the assessment outcome. After the course, participants will be able to decide which tools are best suited to support their organizations and how they can immediately begin implementation. 

Course Methodology

To maximize the effectiveness of the training program and increase participants' return on training investment, the trainer relies on several training and facilitation methods to deliver the course in addition to formal explanations; these include group assessments, scenario discussions, role-playing and practical tools including Business Value Matrix. Business Value Matrix is a tool used to prioritize improvement activities based on pre-defined criteria and a matrix which is thoroughly explained along with the other official EFQM course materials.

Course Objectives

By the end of the course, participants will be able to:
  • Describe EFQM's fundamental concepts, Excellence Model and RADAR assessment methodology
  • Apply various self-assessment techniques based on the EFQM Excellence Model
  • Practice these tools and decide which are most suitable for their organization
  • Apply interviewing and assessment techniques
  • Write constructive feedback reports
  • Apply RADAR effectively to produce value adding performance analyses

Target Audience

The Internal Assessor Training is open to anyone who has a deep interest in the EFQM Excellence Model and the assessment process. This includes, but is not limited to, Strategy Managers, Excellence and Quality Managers, Human Resources and Development Managers and Excellence and Quality champions.

Target Competencies

  • Analysing data
  • Team organization and management
  • Time management
  • Interviewing skills
  • Writing and presentation skills
  • Providing constructive feedback 

Note

Participants should complete brief pre-course work prior to attending the training course; they will be a given a real case study to analyze and identify major strengths and areas for improvement. The case study will be used heavily during the course and in related exercises.  

EFQM: Internal Assessor

Course Outline

  • The EFQM Excellence Model
    • EFQM Excellence Model elements
    • The fundamental concepts of excellence
    • The EFQM Excellence Model criteria
    • Structure of results criteria
    • Structure of enablers criteria
    • The RADAR concept
    • Assessing using the model: fundamental concepts
  • Key information and strategic themes
    • EFQM management document structure
    • Key information – overview
    • Strategic themes
    • Examples on strategic themes
    • Empowering people
    • STIBL’s journey towards excellence 
  • Applying the RADAR to enablers
    • RADAR – enablers
    • RADAR – approach
    • RADAR – deployment
    • RADAR – assessment and refinement
    • RADAR questions to enablers
  • Applying RADAR to results
    • RADAR results
    • RADAR – relevance and usability
    • RADAR – performance
    • RADAR questions for results
  • Assessing using the EFQM Excellence Model
    • What is the EFQM Excellence Matrix
    • Explore EFQM Excellence Matrix
    • Scoring enablers with the Matrix
    • Scoring the results with the Matrix
    • Examples of scoring (1 enabler & 1 result)
    • Reflection and lessons learned
    • Workshop approach
  • Site visit simulation
    • Purpose of site visit simulation
    • Example of site visit plan
    • Planning the details
    • Good interview practices
    • The impact of RADAR on interviews
    • RADAR assessment & management tool – enablers
    • RADAR assessment & management tool – results
  • Writing feedback statements
    • Preparing detailed feedback
    • Feedback statements – enablers
      • Poorly worded strength statements
      • Well worded strength statements
      • Poorly worded areas for improvement statements
      • Well worded areas for improvement statements
    • Feedback statements – results
      • Poorly worded strength  statements
      • Well worded strength statements
      • Poorly worded areas for improvement statements
      • Well-worded areas for improvement statements
  • Scoring using RADAR
    • The consensus and scoring process
    • Feedback – scoring grids
    • Scoring at criterion part level
    • Scoring enablers
    • Scoring results
    • Scoring examples
  • Feedback reports
    • Content of typical feedback report
    • Feedback against criteria
    • Building management summary
    • Tips on good feedback report
  • Applying the learning in your organization
    • Self-assessment options
    • Internal assessment Process
    • Running the assessment approach
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