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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
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