Striving for business excellence implementing the efqm excellence model at statistics sweden
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Striving for Business Excellence: Implementing the EFQM Excellence Model at Statistics Sweden. Lilli Japec, Dan Lisai, Åke Pettersson, Sara Hoff and Marie Collin Q2010 Helsinki , May 4-6, 2010. Quality Management System at Statistics Sweden. Quality framework: The EFQM Excellence Model

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Striving for business excellence implementing the efqm excellence model at statistics sweden

Striving for Business Excellence: Implementing the EFQM Excellence Model at Statistics Sweden

Lilli Japec, Dan Lisai, Åke Pettersson, Sara Hoff and Marie Collin

Q2010 Helsinki, May 4-6, 2010


Quality management system at statistics sweden

Quality Management System at Statistics Sweden

  • Quality framework: The EFQM ExcellenceModel

  • ISO 20252 Market, opinion and social research

  • Method for continuous improvement work: Six Sigma

  • Method for evaluation and follow-up: Modern internal auditing


Quality management organization

Quality Management Organization

  • Quality Director + 4 Quality coordinators

  • Regular monthly meetings with Director General and Deputy Director General

  • Quality coaches at every department (12)

  • External consultants


Business excellence models

Business Excellence Models

  • product quality

  • process quality

  • organizational quality: leadership, strategy and competence


Self assessment and submission document

Self-assessment and submission document

  • discussions with top management

  • external consultant

  • current approaches identified

  • strengths and weaknesses identified

  • comprehensive picture of Statistic Sweden management system obtained


Improvement work

Improvement work

  • 15 different areas for improvement identified

  • high priority areas: risk management, competence and customer/user relations

  • ISO 20252: statistics production process


Training and communication

Training and communication

  • quality recurrent topic at manager meetings

  • training programs for future managers

  • induction training

  • quality coaches, focus on ISO 20252

  • information on intranet about quality efforts

  • “quality network”


Feedback report

Feedback report

  • December 2009, five external assessors

  • site visit for role model organizations

  • 250-300 points of maximum 1000

  • examples of strong areas:

    • customer segments, assigned individuals responsible for these segments and assigned customer teams for our most important customers

    • internal quality award

    • top management commitment to quality


Feedback report1

Feedback report

  • examples of improvement areas:

    • the transition to a more process oriented organization

    • relevant target setting, comparisons with others and cause and effect relations between how we do things and what we achieve

    • lack of evaluation


Future challenges and supporting factors

Future challenges and supporting factors

  • awareness of our maturity level of business excellence

  • strengths and weaknesses to work on

  • a number of evaluations and assessments have been carried out

  • prioritizing and coordinating activities

  • transition to a process oriented organization, with an upgraded system of quality assurance and quality control elements will take time


Future challenges and supporting factors1

Future challenges and supporting factors

  • external pressure

  • EFQM model a systematic managerial tool to improve and develop the organization

  • consider all aspects of quality and constantly question if the way we do things leads us to our goals

  • implementation of ISO 20252

  • external evaluation


Thank you

Thank you!

Lilli Japec, [email protected]


Eqfm model 2010

EQFM Model 2010


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