T1 ENG SAETO Methodology

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Levels of Excellence
Self-Assessment & ISO
Enabler Criteria
Measurements
Result Criteria
Surveys
Continuous Improvement
Improvement Suggestions
CIP Tools
Software Support
References & Contact
Self-Assessment for
Educational and
Training Organisations
Quality in Educational and Training Organisations

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
Training Organisations without an ISO 9000 series certificate will

find it increasingly difficult to do business in a commercial
environment.
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
However, this series of quality management system standards

should be regarded by organisations as the minimum and the
objective should be to surpass the specified requirements!
In particular, the current challenge is to develop effective
preventive action disciplines and mechanisms to ensure that these
drive continual improvements and broaden the vision from a mere
paper work system audit.
CIP Tools
Software Support
Screen 2
Beyond ISO: EFQM

TQM & ETO
Benefits of EFQM
Many organisations have an ISO 9000 series registration and

remain stuck on this quality management foundation stone.
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
They require simple effective advice on what steps to take next on

the improvement journey towards business excellence.
The challenge is to provide this in appropriate and easily
understandable stages, which can move them from ISO 9000
series registration to real, internationally recognised excellence in
their business area.
Surveys
CIP Tools
Software Support
Screen 3
Beyond ISO: EFQM

TQM & ETO
Benefits of EFQM
The basis for this was developed by the European Foundation for
Quality Management and is called the EFQM Excellence Model.
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
The gap between the requirements of the ISO 9000 series and the
holistic nature of the EFQM Excellence Model cannot be bridged
by taking just another list of criteria for measuring the
organisation.
More of the basics need to be put in place before the EFQM Model
can be effectively used for assessing an organisation.
By using EFQM-based self-assessment, it will also be easier to
carry out self-assessment according to the European Quality
Assessment Framework on Quality in Vocational Education and
Training (CQAF in VET).
Software Support
Screen 4
Economic benefits of excellence

TQM & ETO
Benefits of EFQM
Opens the door to Excellence Awards, which in itself can be very

motivating for the enterprise.
Benefits of SAETO?
EFQM Basics
Survey Basis: >200 Award winning organisations:
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 5
How does a self-assessment help me?

TQM & ETO
Self-Assessment is a
Benefits of EFQM
Benefits of SAETO?
holistic
EFQM Basics
regular
Self-Assessment
systematic
evaluation of the tasks and results of the organisation.
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
The objective of self-assessment is

the examination of the organisations performance and
the continuous improvement of its activities.
Software Support
Screen 6
How does self-assessment help me?

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Reasons
Reasons
Self-Assessment
Investigate current status

Enable comparison
Identify strengths and weaknesses
Enabler Criteria
Measurements
Foster improvement activities in the organisation
Advantages
Advantages
Assessment based on facts

Basis for comparison with other organisations
Can be used in all areas of the organisation
Result Criteria
Surveys
CIP Tools
Software Support
Pre-requisites
Pre-requisites
Participation of management
Active involvement of core areas
Information of all employees
Avoiding that people might feel controlled
Creating a common understanding of quality
Screen 7
Benefits of EFQM software support

TQM & ETO
Benefits of EFQM
If you are serious about EFQM you must regularly assess your
situation!
Benefits of SAETO?
EFQM Basics
The software explains the model as you go along.
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
Instead of reading a book on EFQM, the software leads you stepby-step.

The EFQM based analysis of strengths and weaknesses will be
linked directly to continuous improvement and
in line with your corporate strategy.
CIP Tools
The costs saved in a single assessment in terms of time and staff

can already cover the costs of a software package.
Software Support
Screen 8
Benefits of EFQM software support

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
Home-grown solutions (e.g. using Excel) cost at least as much as

GOA/SAETO but are far less powerful and time-saving.
A standardised software:
has automatic updates,
offers upgrades with new, additional features,
evolves just as the EFQM Model evolves,
offers automated distribution of questionnaires,
allows anonymous analysis of survey data,
offers expansion towards related models
etc
CIP Tools
Software Support
Screen 9
Benefits of inquiry software support

TQM & ETO
EFQM calls for systematically obtained data
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Web-based inquiries can be carried out anonymously

Particularly important for satisfaction inquiries
(students, personnel, teams, 360management feedback, ...)
Regularly conducted inquiries allow fast reaction to perceived,
smallerproblems and thereby strongly improve motivation
Measurements
Result Criteria
Surveys
Satisfaction surveys can be used as valuable input for the

continuous improvement process
CIP Tools
Software Support
Screen 10
Benefits of inquiry software support

TQM & ETO
Electronic surveys are fast to implement and low cost to conduct.
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Analysis of returned data is an integrated part of the tool and the

results can be automatically printed into reports.
Self-Assessment
The GOA knowledge bases deliver the structure and contents for
implementing organisation specific surveys.
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
The GOA/SAETO knowledge bases offer a catalogue of

assessment and survey questions that have been thoroughly field
tested and validated.
Those questions provide a basis and can be adapted to your
organisations specific needs.
Software Support
Screen 11
The added benefit of SAETO

TQM & ETO
Benefits of EFQM
Copenhagen Process: self-assessment will become the keystone of

continuous improvement in education and training in Europe.
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
The European Common Quality Assessment Framework

in VET (CQAF) requires continuous
improvement and provides a
Planning
Planning
homogeneous framework
(purpose
(purpose
of quality assessment across
and
and plan)
plan)
all existing quality systems
and levels of education
Result Criteria
Surveys
SAETO meets all

requirements of
CQAF in VET.
Review
Review
(Feedback
(Feedback and
and
procedures
procedures
for
for change)
change)
Methodology
CIP Tools
Assessment
Assessment
and
and
evaluation
evaluation
Software Support
Screen 12
Implementation
Implementation
What is the added benefit of the SAETO solution?

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
European solution with multinational validation.

Product based on EFQM & ISO and licensed by EFQM.
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
Extensive survey catalogues for stakeholder analysis.

All questionnaires are adapted in language and content to the
educational and training sector.
Modular structure allowing for short or in-depth surveys.
Adaptable to specific and individual needs.
CIP Tools
Direct follow-up on improvement suggestions using GOA

Balanced Q-Card.
Software Support
Integration of methodology, training modules and software.

Support by an international partner network.
Screen 13
Compatibility
TQM & ETO
Benefits of EFQM
The SAETO solution is compatible with ETO specific quality

systems, such as:
Benefits of SAETO?
EFQM Basics
Self-Assessment
CQAF: (European) Common Quality Assessment Framework

ANECA: Spanish National Agency for Quality Assurance and
Accreditation

Enabler Criteria
Measurements
Result Criteria
Surveys
eduQua: Swiss quality certificate for ETOS

Gtesiegelverbund Weiterbildung: Quality Label Association for
Continuing VET, Germany
LQW: Learner-oriented Quality in Continuing VET, Germany
CIP Tools
Software Support
Screen 14
What is special about the SAETO software solution?

TQM & ETO
Benefits of EFQM
All assessment and survey catalogues have been adapted in

content and language to the educational and training sector.
Benefits of SAETO?
EFQM Basics
Self-Assessment
The assessment solution is scalable to the organisations size and

requirements and the advanced modules cover both CQAF/EFQM
and ISO 9001 .

Enabler Criteria
Measurements
Result Criteria
The survey questionnaires are built both on the requirements

collected by a stakeholder analysis and the expert knowledge on
what kind of questionnaires is mostly used when evaluating ETOs.
Surveys
The modular structure of the catalogue of questions allows to fit

each survey exactly to the demand in size, depth and complexity.
CIP Tools
Software Support
Screen 15
Benefits of GOA/SAETO WorkBench

TQM & ETO
Conforms to the EFQM model and is always up to date.
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Supports methodology and provides a well structured

implementation.
Offers self-assessment as well as a number of surveys for
collecting the needed raw data.

Enabler Criteria
Measurements
Result Criteria
Surveys
Minimises the training needs to implement EFQM.

Adaptable to the individual requirements of your organisation.
Offers multilingual assessment and survey catalogues.
CIP Tools
Software Support
Fast and efficient reporting integrated.

Follow-up on improvement suggestions and CIP implementation
planning with the Balanced Q-Card.
Screen 16
GOA Inquiry Modules supporting the Excellence Model

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
Team Effectiveness
LOP Inventory
Objectives
InnoMan Kultur
People Inquiry
Organisational Climate
Customer Inquiry
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Objectives
360 Management Feedback
Supplier Audits (Inq. Prof)

Basell II
Screen 17
KVP WorkBench
Project Excellence
InnoMan Process & Project
Inquiry Prof.
What is Excellence?
TQM & ETO
Benefits of EFQM
Excellence is defined as an organisation's excellent practice of

management and achieving results.
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Organisation
Screen 18
What is Excellence?
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
Excellent Organisations show a strong commitment to the satisfaction of

all their stakeholders, related to what they do today, how they do it and
how they plan to do it in the future.
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
During the 80s several, closely related models to measure this kind of
excellence were emerged. Their overall approach is similar, but they
reflect the business and political frame conditions of their regions of origin.
Nowadays three approaches are recognised as international standards:
Baldrige Award in USA
Demming in Japan
EFQM in Europa
Today, the Excellence Model of the European Foundation for Quality
Management (EFQM) is the most used worldwide and offers a holistic
view of the company.
Screen 19
EFQM: Levels of Excellence

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
The Excellence of an organisation can be assessed and validated on several

levels.
Committed to Excellence is designed for organisations, or organisational units,
that are at the beginning of their journey to Excellence. For these organisations, the
emphasis is on creating passion and commitment amongst internal stakeholders
in order to generate the necessary momentum. Committed to Excellence provides
you with a practical and simple way to build on your knowledge and experience of
the EFQM Excellence Model and RADAR logic.
Recognised for Excellence is designed for organisations that are well on their
way to organisational excellence. These organisations, or organisational units,
have experience in implementing Excellence concepts and Management
Frameworks. It recognises the successful efforts they have made to implement
excellence and good practice. It provides you with a structured way to the plan and
chart your progress on the journey to excellence. Recognised for Excellence
gives the opportunity to clearly identify the strengths and areas for improvement of
your organisation from an external point of view
With the new scheme, we have increased the possibilities for organisations to be
recognised by introducing 3star, 4star or 5star recognition.
- 3* = 300+ Score
- 4* = 400+ Score
- 5* = 500+ Score
Screen 20
EFQM: Quality Awards

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
The quality award is offered to organisations that show a sustainable

excellence in all aspects of the EFQM Model.
The award is presented on regional (e.g. Basque Quality Silver/Gold,
Bavarian Quality Award), national (e.g. AQA, ESPRIX, LEP) and
European level (EEA).
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 21
Grundlagen des EFQM Modells

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
The benefits of obtaining the EFQM Excellence Model will be optimised

based on how well the management team apprehends the fundamental
concepts.
Below, we show the Fundamental Concepts, which are continually
adapted and improved:
Results Orientation
Enabler Criteria
Measurements
Customer Focus
Social Responsibility
Result Criteria
Surveys
Leadership & Consistency of

Purpose
Partnership Development
CIP Tools
Software Support
Continuous Learning,
Improvements & Innovation
Management by Process &

Facts
People Development &
Involvement
Screen 22
EFQM Principles
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
The model applies the Fundamental Principles in the following

Structured Management System comprising of 9 criteria, broken down
into sub-criteria and the areas to cover.
EFQM Basics
Self-Assessment
Through these, the progress of the organisation is evaluated regarding the

pursuit for Excellence.

Enabler Criteria
Measurements
Result Criteria
What the
organisation
DOES
Surveys
CIP Tools
Software Support
What the
organisation
ACHIEVES
EFQM
Screen 23
Concept of the EFQM Model

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
The EFQM Excellence Model represents the broad and contrasted guiding
framework, which serves as a guide in the search for increased quality,
given that tools and methodologies for improvement exist and continually
arise.
Methodology to improve EFQM Self-Assessment with the RADAR Tool.
Self-evaluation according
to the EFQM Model

Enabler Criteria
Measurements
Result: Strong points and

areas for improvement
Result Criteria
Surveys
CIP Tools
Software Support
Carry out the

activities
provided in the
improvement
plan
Draw up an
improvement plan
Integrate it with the

management plan
Screen 24
Prioritise resulting
areas for
improvement
What is Self-Assessment? (1/2)

TQM & ETO
Self-Assessment:
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Examine own performance and continuous improvement activities
Self-Assessment
Systematically and regularly evaluate duties and results of the

organisation
Enabler Criteria
Measurements
Result Criteria
Surveys
Position fixing, mirror

the organisation evaluates itself
analyses its strengths and weaknesses
agrees upon necessary actions for continuous improvements
CIP Tools
Software Support
Screen 25
What is Self-Assessment? (2/2)

TQM & ETO
Benefits of EFQM
It is a detailed map for management and employees with answers to

the following questions:
Benefits of SAETO?
EFQM Basics
How does our organisation work?
Self-Assessment
How good are we?

Enabler Criteria
Measurements
Result Criteria
Surveys
How good are we in comparison to others?

How good do we need to be?
What do we need to do to change/improve/develop?
Where and when can we most effectively start?
CIP Tools
Software Support
Screen 26
Why do Organisations carry out Self-Assessments?

TQM & ETO
To
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
objectively evaluate an organisation and identify possibilities for

improvement
Self-Assessment
to integrate Island solutions and create a general direction for activities

Enabler Criteria
to transfer knowledge and experience within the organisation
Measurements
Result Criteria
to improve internal awareness of TQM
Surveys
to create a basis for comparison of results to others
CIP Tools
to participate in national or international prizes of excellence
Software Support
Screen 27
The Purpose of Self-Assessment

TQM & ETO
Self-Assessment
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
is a strategic tool to support business planning, strategy development

and performance improvement.
Self-Assessment
creates a comprehensive picture of the organisation.

Enabler Criteria
Measurements
Result Criteria
Surveys
integrates all interested partners and creates a requirement for intensive

communication and explanations between them.
encourages an understanding for business organisation and creates a
common language.
is a structured method based on facts.
CIP Tools
Software Support
allows for a systematic analysis of strengths and possibilities for

improvements.
creates the chance to find possibilities for improvement projects.
Screen 28
Self-Assessment: Success Factors

TQM & ETO
Self-Assessment
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
creates realistic expectations especially at the beginning of the selfassessment processes.
creates understanding that:

self-assessment is not a one time process, rather needs to be continuously
implemented in order to measure improvements.
self-assessment can not solve any problem on its own.
depends on the active participation of managing through example.

encourages integration of all stakeholders.
creates a relationship between self-assessment results and ongoing
projects and intentions.
Software Support
Screen 29
Self-Assessment: Conditions
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Preparation for Self-Assessment

The EFQM-Model is concrete enough for the business.
Numbers, data and facts are in a form easy to communicate.
Clear rules for implementation are set.
Be sure all participants have enough self-assessment experience.
Enabler Criteria
Measurements
Result Criteria
Surveys
Implementation of Self-Assessment
Openness and personal responsibility of the current and actual situation are
necessary.
A neutral and qualified moderator should be used.
It is important not to focus only on percentages, rather to put strengths and
weakness in central focus.
CIP Tools
Software Support
Follow-up of Self-Assessment
Implementation of steps need to be actively followed.
Results should be visualised, interpreted and communicated.
Screen 30
Committed to Excellence Introduction

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Process:
carry out a self-assessment and implement
three chosen improvement suggestions
evaluation of the implementation through an
official validation through an on site visit.
verbal Feedback

Enabler Criteria
Measurements
Required Application Documents:

None
Result Criteria
Surveys
The organisation receives a recognition for 2 years
CIP Tools
Designed for organisations at the beginning of their

path to excellence
Software Support
Screen 31
Committed to Excellence: Process

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Phase 1: Self-Assessment
The applicant receives the proper documents and instructions.
A team (responsible management) from the organisation
carries out the self-assessment. It rates the individual
questions based on EFQM-Criteria. Results are clear
strengths and potential for improvements.
Taken from the potential for improvement an action plan
can be created and prioritised.
From the action plan three improvement actions are
chosen, planned and implemented within 9 months.
Phase 2: Evaluation through Validation

This phase occurs approx. 6-9 months after the self-assessment.
An individual responsible for the validation, checks during an on site
visit to what extent the three actions have been implemented. This
occurs through analysis of existing documents as well as discussion
with management and employees.
The organisation receives verbal Feedback.
Screen 32
Self-Assessment: An Overview of the Process

TQM & ETO
Benefits of EFQM
Gain acceptance for self-assessment
Benefits of SAETO?
EFQM Basics
Self-Assessment
Plan self-assessment
Create teams) for the implementation

and training for self-assessment

Enabler Criteria
Measurements
Result Criteria
Control Steps
Communicate the plan to those involved
Surveys
Carry out the self-assessment

Create an action plan
CIP Tools
Software Support
Carry out action plan

Quelle: EFQM
Screen 33
SAETO Self-Assessment Alternative:

Easy Assessment Education (1/3)
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Attributes:
Easy Assessment Education is based on the EFQM-Model and the nine criteria.
The pre-defined catalogue contains questions in which language complexity is reduced.
This makes the self-assessment self-explanatory and easier to understand.
A complete self-assessment is possible within less than a day.
With Easy Assessment as the single solution a self-assessment can be carried out in a
Workshop with many participants.
With the Team version (Easy Assessment Team), electronic distribution to pass on questions
to many participants is possible.
Creates an easy self-assessment.
Link to ISO 9001
Surveys
CIP Tools
Software Support
Software Module
Stufen
SAETO: Easy Assessment - Education
European EFQM Award (EEA)

National Quality Award
Recognised for Excellence
Committed to Excellence
Screen 34
SAETO-Selbstbewertungs- Alternative:
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 35

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
Advantages:
User friendly ratings with pre-defined questions
Questions can be individually altered
Explanations to every question provided
Electronic tracking of improvement actions is possible
Low implementation costs
No consensus workshop is necessary: There is an average valuation
when improvement suggestions are gathered.
The results can generate a report in MS Word or HTML-Format.
Can be implemented for the beginner or expert.
Generates a basis from assessment data for the ISO-Handbook.
CIP Tools
Software Support
Disadvantages:
No evaluation following the RADAR-Logic
Screen 36
RADAR-Logik
TQM & ETO
RESULTS
State the desired results
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
ASSESSMENT & REVIEW

Evaluate and monitor
implementation and results
APPROACH
Plan and set methods for
implementation
Enabler Criteria
Measurements
Result Criteria
DEPLOYMENT
Implement methods
Surveys
CIP Tools
Software Support
The RADAR-Logic encourages:
interpretation of results with regards to politics and strategy

planned methods to reach results
the systematic implementation of methods and
valuation of the methods and implementation
Quelle: EFQM
Screen 37

EFQM Check-Up Education (1/3)
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Attributes:
This self-assessment version uses top levels of the RADAR-Logic.
The 9 criteria of the EFQM-Models are ordered in pre-defined questions which
can be individually altered, deleted or added.
Questions can be electronically distributed and answered by chosen persons.
Results create the basis for a consensus workshop.
Can be used by the beginner and the expert.
Link to ISO 9001.
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Software Module
Stufen
SAETO: EFQM Check-Up - Education

Screen 38

EFQM Check-Up Education (2/3))
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 39

EFQM Check-Up Education (3/3)
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Advantages:
System based on EFQM-Criteria
Reduced expenses through user friendly software, support and automatic
analysis
Questions can be individually changed
Simple RADAR-Logic
Evaluate based on target points with a EFQM weighting
List the strengths and areas for improvement based on the criteria of the EFQMModel
For each level of the summary, proof of strengths, improvement potential and
notes are provided
Links to external documents is possible
Generates a basis for the ISO-Handbook from assessment data
Disadvantages:
Higher training efforts needed than with Easy Assessment
Higher assessment resources needed than with Easy Assessment
Screen 40

EFQM Assessment Education (1/3)
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Attributes:
EFQM Professional education implements completely the EFQM-Model and
the complete RADAR-Logic.
The self-assessment is carried out from the starting point.
Many participants can be included and can answer the questions with no
consideration to time.
Link to ISO 9001
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Software Module
Stufen
SAETO: EFQM Assessment - Education

Screen 41

EFQM Assessment Education (2/3))
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 42

EFQM Assessment Education (3/3)
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Advantages:
The self-assessment follows the EFQM-Model.

Software support and automatic data analysis reduce expenses.
The complete RADAR-Logic is used.
At the end, a point evaluation for EFQM exists.
A list of strengths and areas for improvement based on criteria of the EFQMModel is created.
For each of these levels, the demonstration of necessary strengths and
improvement potential is summarized.
Links to external documents can be made.
A pre-evaluation for the consensus workshop can be created.
Generates a basis for the ISO-Handbook from the assessment data.
Disadvantages:
All people involved in the process need to understand the EFQM concept.
All people involved in the assessment need to know how to score and collect
assessment notes according to EFQM.
Screen 43
Suggestions for how to proceed with the

Introduction to EFQM
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
Phase 5
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
Simplified
Question
catalogue
(Easy
Assessment
Education)
Choice of
improvement
projects
Implement action
catalogue
Apply for
Committed to
Excellence
Phase 2
Phase 4
Phase 3
Repeat SelfAssessment
Introduce a CIP
based on the
results
Phase 1
Complete
Assessment
(EFQM-EDU)
Move to Radar- Apply for

Logic (EFQM- national or
Check-Up)
European
quality award
Introduce
frequent
questionnaires
Apply for
Recognised
for Excellence
CIP Tools
Software Support
3 Months
6 Months
2. Year
3. Year
Optimisation
Introduction
Screen 44
From 4. Yeart
SAETO support for ISO 9000 and EFQM

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
The SAETO-Solution:
Offers a translation of the EFQM-Question into the language used at the
educational institution.
Gives to each self-assessment question the corresponding ISO-Chapter
where corresponding information can be found.
Suggestions for improvement, project results, agreements and work
methods which are addressed through questions can be formulated with
reference to the ISO Norm 9000.
The quality management handbook can be used to check if the demands
for each question are enough.
New findings can be integrated into the ISO-9000 structure.
As a result, one receives a quality management handbook which leads to
an ISO-Certification with no extra effort or expense.
Screen 45
Links between ISO 9000 and EFQM

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Criterion / ISO

Chapter
5.1
5.2
5.3
5.4
5.5
1 Leadership
** ** ** * **
2 Policy and Strategy
* *
5.6
6.1
6.2
6.3
6.4
6.5
6.6
6.7
6.8
7.1
7.2
7.3
7.4
7.5
8.1
8.2
8.3
8.4
8.5
EFQM Basics
Self-Assessment
3 People
**
4 Partnership und
Ressources

Enabler Criteria
** ** *
**
*
*** * * *
* * * *
** * ** * **
Measurements
Result Criteria
Surveys
6 Customer Results
5 Processes
* * ***
*
7 People Results
**
* *
***
** *
**
CIP Tools
Software Support
8 Society Results
9 Key Performance
Results
* - *** = Intensity of how EFQM maps into this ISO-Chapter

Screen 46
ISO 9001 Report

TQM & ETO
Benefits of EFQM
The SAETO self-assessment module permits to report the collected

assessment notes alternatively in the format of an ISO quality manual.
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
This alternative re-structures the notes and links collected during the
assessment process according to the format and chapters of ISO 9001.
To facilitate the maintenance of a ISO quality manual, each chapter is
generated as a separate document.
Screen 47
Criterion 1: Leadership
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Description:
How management creates and encourages the
vision and mission; how they work towards the
long run success of values through the implementation of specific actions,
behaviours and personal actions assuring a management system is both
developed and implemented.
Possible actions and measures:
Role model function in the definition of the mission and vision
Active participation in continuous improvement processes
at the management level
at the employee level
Showing personal commitment to customers, partners and those affected
by and visiting the business.
Implementing effective management instruments i.e:
Leadership and goal setting
Employee motivation through communication
Incentive and recognition systems
Screen 48
Criterion 2: Policy and Strategy

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Description:
How the organisation introduces its vision and
mission through a clear strategy directed at
stakeholders and how these address and
support politics, plans, goals, sub-goals and processes.
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support

Development of a business strategy should make considerations for:
Data and facts from observations, experience and analysis
The needs and expectations of stakeholders
The results of performance drivers and learning processes
Comparison with top organisations
Identification of critical success factors
Development of goal and controlling systems:
Use strategic methods such as the Balanced ScoreCard
Break down and implement strategic goals and numbers
Introduce goal controlling processes
Screen 49
Criterion 3: People
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Description:
How the organisation manages and develops
knowledge and the potential of employees on
an individual, team and organisational level
and how these activities are planned to support the efficiency of the
organisation, politics and strategy.
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support

Systematically gather employee satisfaction data through
questionnaires, interviews and employee discussions
Work out demand, qualification and suitability profiles
Conception of employee evaluation systems
Carry out employee discussions
Develop communication systems
Empower employees to work independently and to participate for
example through:
Cooperation and improvement activities
Cooperation in teams
Screen 50
Criterion 4: Partnership and Ressources

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Description:
How the organisation plans and manages
its external partnerships and internal
resources to support efficiency, politics
and strategy.
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support

Choose partners who agree with the politics and strategy of the
organisation
Carry out supplier evaluations
Benchmark with regards to defined processes with partners
Set finance plans based on priorities of the politics and strategy
Create a system to identify and value new and alternative technologies
Introduce and practice knowledge management
Screen 51
Criterion 5: Processes
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Description:
How the organisation arranges, manages and
improves processes to support strategy and
politics, to satisfy customers and stakeholders
and to increase value creation.
Process management and its facets:
Process analysis
Process documentation
Process evaluation
Process responsibility
Process optimisation
Process controlling
Regular, systematic review of customer satisfaction through
questionnaires
Introduce complaint management to continuously gather data resulting
from daily contact with the customer
Screen 52
Measurements
- the basis for Continuous Improvement
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Asessment must be based by and by on reproducable results
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
What I cannot measure I cannot improve

(Peter Drucker)
Surveys
CIP Tools
Software Support
Screen 53
A Framework for Measurements

TQM & ETO
Each management system needs 2 main structures:
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Enablers / Potential
Results
Self-Assessment
Enabler Criteria
Leadership
and Culture
Measurements
Operational
Processes
Products/
Services
Measurements
Result Criteria
Surveys
Resources
CIP Tools
Software Support
Generic Management System based on Prof. Dr. H.-D. Seghezzi

Screen 54
Measurements and Processes

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
A management system is a network of processes

A process delivers to its output, material, service and data
Output may or may not achieve the target and is an indicator of
the process performance
service
Enabler Criteria
Measurements
Result Criteria
Surveys
process of
supplier
INPUT
service
own processes
data, materials
OUTPUT
process of
customer
data, materials
CIP Tools
To check the process performance measurements are needed!
Software Support
Screen 55
Measurements deliver information

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Measurements provide at least 3 main types of information:

1. Have I achieved my target?
2. What is the trend of the indicator? Does it become better/worse?
3. Am I better than my benchmark or competitor?
50
Enabler Criteria
Result Criteria
Surveys
INDICATOR
Measurements
40
TREND
TARGET
30
20
CIP Tools
Software Support
ACTUAL
10
TIME
Screen 56
What are measurements good for?

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Measurements
show you how good your process is
are quality indicators
show whether or not you have achieved
your target
Enabler Criteria
help to improve processes and procedures
Measurements
are a basis for benchmarking
Result Criteria
support in controlling the process
Surveys
CIP Tools
Software Support
lead to knowledge about processes

are a basis for fixing targets
let you understand processes better
are a verification of quality often needed for
local authorities/investors
Screen 57
Benefits and methods of benchmarking

TQM & ETO
What is Benchmarking?
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
learning from good or best practice

comparison with branch averages
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
learning from Best Organisation in Class

learning from Best Process in Europe/the world (even in branches other
than your own) to improve core competencies
a form of measurement.
Surveys
CIP Tools
Software Support
Why Benchmarking?
Learning from good or best practice helps your organisation to improve
and gain an orientation of what is good or excellent.
Screen 58
Types of measurements
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
Type
Description
Examples
Quantitative
hard facts, countable, direct measurements,

quantitative indicators which give information
about trends
Revenues, number
of participants,
costs, turnover per
employee
Qualitative
soft facts, not directly countable, often only

indirect measurements
Skills, image
analysis,
satisfaction
Direct
direct information from stakeholders or

processes
Employee or
customer
satisfaction
Indirect
indirect information about stakeholders or

processes
Staff turnover,
customer loyalty,
absenteeism
Leading
drivers which lead to results, indicators of

process performance
Qualification level,
information level,
productivity
Lagging
(strategic) results, results at the end of the

process chain (outcome)
Revenues, cash
flow
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 59
What to Measure
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
How to find the relevant measurements?

consider all stakeholders
consider all EFQM result criteria
consider the key processes
consider your strategy and overall objectives
which measurements reflect them?
Measurements
Result Criteria
Initiators
Initiators
Surveys
CIP Tools
Software Support
For each stakeholder

one can find important
measurements/
indicators
Participan
Participan
ts
ts
Stakeholders
Stakeholders
Partners
Partners
Screen 60
Society/
natural
environment
Employee
Employee
s
s
How to Measure
TQM & ETO
Benefits of EFQM
For each measurement several points must be defined, as illustrated

here through the example: learner satisfaction
Benefits of SAETO?
EFQM Basics
Self-Assessment
Measurement
learner satisfaction
Object of measurement
all learners
Method of measurement
software supported inquiry with a

questionnaire, scale for each question:
1= very good 5 = very bad
Responsible for
measurement
Teacher/professor
Time/interval of
measurement
Reference/formula of
calculation
after each training/learning unit
Reporting
Regularly, depending on the number and

duration of the units
arithmetic mean value e.g.: < 2,0
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Target value
build for each question the arithmetic mean

value of all answers
Screen 61
How to Analyse and Report Measurements

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
visualize measurements - report the measurements graphically

analyse
trends
comparison of target and
actual values
comparison with benchmark
adjust reports to recipients
different stakeholders have different interests!
- director/CEO short overview, most important facts
- trainer/teacher more detailed
- admin staff measurements of their concern
- external recipients, i.e. authorities
Screen 62
Criterion 6: Customer Results

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Examples of measurements
(in alphabetical order)
complaint ratio
environmental profile
failure rate of courses
index for handling complaints
intent to repurchase
number of requests addressed to the institution
ratio of received to processed complaints
recommendations
response time for complaints
Screen 63
Criterion 7: People Results

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
absenteeism
accident rate
annual training days per employee
annual training investments per employee
CIP participation and participants

communication index
degree of employee suitability

employee attendance at events relative to
total number of employees
employee attendance at pedagogical
training
employee satisfaction
employee turnover
Screen 64
fluctuation ratio
kindergarten places per
employee
number of employees
trained in fire prevention
relative to total staff
overtime coefficient
re-hiring rate of employees
sickness rate
training evaluation
Criterion 8: Society Results

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
access frequency on internet homepage

attendance at public events
awards and prizes
image analysis
indicators of environmental protection
newly created jobs
number of job applications
number of new indirect jobs
number of press reports
participation in courses offered for further education
publications and lectures
rate of public orders
support of health and welfare institutions
support of sports and leisure activities
Screen 65
Criterion 9: Key Results

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
age of equipment
capitalisation ratio
cash flow
cash ratio
course utilization
credit terms extended to customers
credit terms extended to supplier
depreciation of fixed assets
depreciation per period
innovation ratio
investment ratio
level of debt
liquid cash resources
market share
net profit
number of customers per employee
Screen 66
number of customers per

organisational unit
productivity
profit margin
profit per employee
rate of inventory turnover
ratio of tangible fixed
assets to total
return on total capital
employed
ROI (return on investment)
share of subcontracting
staff workload
turnover per employee
value-added quota
Inquiry Techniques: Functional Chain

TQM & ETO
Benefits of EFQM
The functional chain between satisfied employees and satisfied customers
Benefits of SAETO?
EFQM Basics
Self-Assessment
Internal
service
quality
Employee motivation,
engagement
and satisfaction
External
service
quality
Customer satifaction
and loyality
Enabler Criteria
Measurements
Result Criteria
Surveys
Employee survey:
Analyse and improve
working and management
situation
Customer survey:
Analyse and meet needs
and expectations
CIP Tools
Software Support
Empirical studies have confirmed that in organisations with dissatisfied

employees, customer satisfaction also sinks in middle run results of the
business. Satisfied employees are the basis for satisfied customers and
business success.
Screen 67
Inquiry Techniques: Procedure

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
Explain and motivate the
1 crew/organisation and project team
EFQM Basics
Self-Assessment
Set the target groups and business

goals
Explore previous attempts
Enabler Criteria
Measurements
Result Criteria
Surveys
Define examination attempts
Create questionnaires, formulate questions;

question content, choice of questionnaire
participants
CIP Tools
Carry out questioning and analysis of

5
the data
Field work, set dates, value qualitative data, value

quantitative data, evaluate and organise satisfaction
data
Software Support
Visualise and present the results
Create a results report, visualise results with

pictures, prepare and carry out presentation, choose
the proper presentation medium
Screen 68
Questioning Techniques: Satisfaction Survey

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Target performance
(expected performance;
i.e. quality, credibility,
design)
Compare
Actual performance
(existing performance)
Self-Assessment
Results of
the
comparison

Enabler Criteria
Measurements
Result Criteria
Surveys
Target > Actual
Target = Actual
Target < Actual
Dissatisfaction
Satisfaction
Enthusiasm
CIP Tools
Software Support
Screen 69
SAETO Support
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
SAETO can support your organisation in obtaining the needed

measurements with a number of inquiry tools and survey knowledge
bases, such as:
360management Feedback
People Satisfaction Survey
Team Effectiveness Analysis
Training Evaluation
Result Criteria
Surveys
CIP Tools
Software Support
Screen 70
Why to implement a
Continuous Improvement Process (CIP)?
TQM & ETO
Benefits of EFQM
Changes in the competitive environment
Benefits of SAETO?
Market Expectations
EFQM Basics
Self-Assessment
Customer
Customer
Satisfaction
Satisfaction
Time
Time to
to Market
Market
Stakeholder
Stakeholder
Expectations
Expectations and
and
Cont.
Cont. Improvements
Improvements
Training
Training Quality
Quality
Customer
Customer
Satisfaction
Satisfaction
Time
Time to
to Market
Market
Costs
Costs
The
The Right
Right Classes
Classes
Training
Training Quality
Quality
Costs
Costs
The
The Right
Right Classes
Classes
Customer
Customer Satisfaction
Satisfaction
Training
Training Quality
Quality
Costs
Costs
The
The Right
Right Classes
Classes
Yesterday
Today
Tomorrow

Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 71
Two Sources of Progress

TQM & ETO
Progress
large steps
Benefits of EFQM
often expensive, high effort
Benefits of SAETO?
EFQM Basics
new levels, new breakthrough ideas
Self-Assessment
Stagnation
stagnation/loss in daily business

selective people involved
Innovation
Enabler Criteria
Time
Measurements
Result Criteria
Progress
continuous small steps
Surveys
good value, low effort
common sense
daily business
CIP Tools
Software Support
Continuous
Improvement
ALL people involved
CIP is not a sprint,

Time
but a marathon!
Screen 72
Combining Innovation and Continuous Improvements

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
Progress
Best results with CIP

AND innovation
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
continuous
improvement
Innovation
Surveys
stagnation/loss/
costs for
implementation
CIP Tools
Software Support
New level
Time
Screen 73
The Deming Wheel or PDCA Cycle

TQM & ETO
Benefits of EFQM
CIP works in a 4 step cycle
Benefits of SAETO?
plan the improvement steps
EFQM Basics
ACT
DO
Self-Assessment
do the improvement work

check the results of improvement steps

Enabler Criteria
act: corrective action / further improvement
Measurements
Result Criteria
Surveys
CIP is a never-ending cycle of P-D-C-A
CIP Tools
Software Support
For all 4 steps, measurements are required to decide on:

What is the situation? What is the present status?
What has changed? Is the plan successful?
Screen 74
System Standards supports CIP

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
System standards like ISO9001 and EFQM help fix the level of
progress which organisations can achieve with CIP and
innovation
EFQM Basics
Self-Assessment
CIP
Enabler Criteria
Surveys
Standards assure the level
DO
Result Criteria
ACT
Measurements
Progress
(e.g. ISO 9001)
CIP Tools
Software Support
Time
Screen 75
Relationship between CIP and EFQM

TQM & ETO
Enabler
Results
Benefits of EFQM
People
Results
People
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Leadership
Policy &
Strategy
Processes
Partnerships &
Ressources
Customer
Results
Key
Performance
Results
Society
Results
Measurements
Result Criteria
Innovation and Learning
Surveys
CIP is a core element of EFQM:
self-assessment
CIP Tools
Software Support
Learning
CIP cycle
Screen 76
Examples of Benefits of CIP

TQM & ETO
Benefits of EFQM
A study of Agamus Consult on CIP in 113 German companies

highlighted the following positive results:
Benefits of SAETO?
Improvements through CIP
EFQM Basics
Self-Assessment
Enabler Criteria
98%
96%
Measurements
Result Criteria
Surveys
94%
92%
CIP Tools
90%
88%
Software Support
86%
Results > Efforts
Cost Reduction
Quelle: Agamus Consult, 1996

Screen 77
Improved Motivation
How to motivate all Employees

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
Create benefits for all people

give them recognition
empower them
give them incentives
Show benefits for both people and

the processes
Tell them success stories
Realise quick wins (progress in small steps)
Train the people in CIP methods and instruments
Leaders should give a shining example for CIP
CIP Tools
Software Support
Screen 78
How to generate and collect Ideas for Improvement

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
EFQM self-assessment
Benchmarking
Use idea generation tools like CreaGen
Input from customer and people surveys
Conferences, meetings, workshops:
brainstorming, creativity techniques
conferences with key customers
Quality circles
Idea management:
letter-box, idea-box
intranet/extranet
Projects
Process review, audit, measurements of processes
Screen 79
How to select and process Ideas

TQM & ETO
Benefits of EFQM
Many ideas....
Benefits of SAETO?
EFQM Basics
Self-Assessment
...a filtering process

Enabler Criteria
Measurements
Result Criteria
Surveys
Expenditures
...few priorities
Low
CIP Tools
Software Support
High
Low
High
Consequences
Screen 80
Levels of Continuous Improvement

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Each problem has its

position (is a fruit)
on the tree of problems
Self-Assessment
very high hanging fruits

methodical approach:
project management
focus: innovation
high hanging fruits
methodical approach:
quality tools, CIP teams/projects
focus: improvement
Enabler Criteria
Measurements
low hanging fruits

methodical approach: simple Q-tools,
shop floor teams/quality circles
focus: improvement, maintenance
Result Criteria
Surveys
fruits on the floor

no methodical approach, intuition,
common sense, daily routine
focus: maintenance
CIP Tools
Software Support
1. Choose the right level of CIP: low/high/very high hanging fruits?

2. Choose the right instrument for the level
Screen 81
An easy CIP tool: Flash-quality circle

TQM & ETO
Benefits of EFQM
Problem, Situation
Causes
Benefits of SAETO?
A fast way of CIP for

low hanging fruits
EFQM Basics
Self-Assessment
1.Describe the
problem in a few
words and numbers
2.Ask for the real

causes
of the problem
Enabler Criteria
Measurements
Result Criteria
Target?
Result Check
Actions
Surveys
4.Check the
estimated results
3.Fix Improvement
Actions
CIP Tools
Software Support
Screen 82
max. 30 minutes
max. 5 people
use only 1 flip chart
for visualisation
proceed from
step 1 to step 4
Tips to run a successful CIP

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
Find the right people for your improvement measures

Train your people
Select the right level (low/high hanging fruits) and method (quality
circle, project management,.) of CIP
Show quick wins (small progresses) in your CIP
Be aware that CIP is an on-going process, a never ending story
For best results, combine huge innovation steps with small steps of CIP
Ask yourself: which lessons have you learned through the improvement
measures or project?
CIP Tools
Software Support
Screen 83
Software Support
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
SAETO supports collecting and selecting ideas from surveys

or assessments and performing your CIP with the module
Balanced Q-Card (BCQ)
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
BQC helps you to:

filter/select ideas form surveys and assessments and
generate ideas
- stand-alone PC
- team application in the web
allows to emphasise certain EFQM criteria or
levels of assessment
describe improvement actions
support the project management
monitor the state of the different projects
Screen 84
Software Support
TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Surveys
CIP Tools
Software Support
Screen 85
Cost/benefit analysis for the use of SAETO

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Starting point
Satisfaction survey of pupils/students with 20 questions
800 Questionnaires to distribute and collect (per school or faculty)
Yearly survey
Assumptions (present situation)
Design, generate and distribute questionnaires, (~ 16 - 20 h)
Gathering of returned data ~ 5 min./questionnaire (~ 66 h.)
Statistical analysis and reporting (~ 20 - 24 h)
Surveys
CIP Tools
Software Support
Saving potential of this survey

Generation:
16 h 50,- Gathering:
66 h 50,- Analysis & reporting:
20 h 50,-Potential savings/year by SAETO
Screen 86
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EUR 800,-EUR 3.300,-EUR 1.000,-EUR 5.100,--
GOA & SAETO Pilot Users (Excerpt)

TQM & ETO
Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Measurements
Result Criteria
Fachinformation
und Bibliothek
Surveys
CIP Tools
Software Support
additional information:
www.goa-workbench.com
Screen 87
TQM & ETO

Benefits of EFQM
Benefits of SAETO?
EFQM Basics
Self-Assessment
Enabler Criteria
Thank you for your

attention!
Measurements
Result Criteria
Surveys
Please close the presentation

by pressing ESC.
CIP Tools
Software Support
Screen 88

T1 ENG SAETO Methodology

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TQM & ETO

Quality in Educational and Training Organisations

Training Organisations without an ISO 9000 series certificate will

However, this series of quality management system standards

Beyond ISO: EFQM

Many organisations have an ISO 9000 series registration and

They require simple effective advice on what steps to take next on

Beyond ISO: EFQM

Economic benefits of excellence

Opens the door to Excellence Awards, which in itself can be very

Survey Basis: >200 Award winning organisations:

How does a self-assessment help me?

The objective of self-assessment is

How does self-assessment help me?

Investigate current status

Foster improvement activities in the organisation

Assessment based on facts

Benefits of EFQM software support

The software explains the model as you go along.

Instead of reading a book on EFQM, the software leads you stepby-step.

The costs saved in a single assessment in terms of time and staff

Benefits of EFQM software support

Home-grown solutions (e.g. using Excel) cost at least as much as

Benefits of inquiry software support

EFQM calls for systematically obtained data

Web-based inquiries can be carried out anonymously

Satisfaction surveys can be used as valuable input for the

Benefits of inquiry software support

Electronic surveys are fast to implement and low cost to conduct.

Analysis of returned data is an integrated part of the tool and the

The GOA/SAETO knowledge bases offer a catalogue of

The added benefit of SAETO

Copenhagen Process: self-assessment will become the keystone of

The European Common Quality Assessment Framework

SAETO meets all

What is the added benefit of the SAETO solution?

European solution with multinational validation.

Extensive survey catalogues for stakeholder analysis.

Direct follow-up on improvement suggestions using GOA

Integration of methodology, training modules and software.

The SAETO solution is compatible with ETO specific quality

CQAF: (European) Common Quality Assessment Framework

Self-Assessment & ISO

eduQua: Swiss quality certificate for ETOS

What is special about the SAETO software solution?

All assessment and survey catalogues have been adapted in

The assessment solution is scalable to the organisations size and

Self-Assessment & ISO

The survey questionnaires are built both on the requirements

The modular structure of the catalogue of questions allows to fit

Benefits of GOA/SAETO WorkBench

Conforms to the EFQM model and is always up to date.

Supports methodology and provides a well structured

Self-Assessment & ISO

Minimises the training needs to implement EFQM.

Fast and efficient reporting integrated.

References & Contact

GOA Inquiry Modules supporting the Excellence Model

Supplier Audits (Inq. Prof)

Excellence is defined as an organisation's excellent practice of

Excellent Organisations show a strong commitment to the satisfaction of

EFQM: Levels of Excellence

The Excellence of an organisation can be assessed and validated on several

EFQM: Quality Awards