Knowledge Base

Siemens Congleton - United Kingdom
Author:EFQM
Published on:17 February 2017
Topic:Organisation's Insights
Topic:Adding Value for Customers
Topic:Manufacturing
How to develop excellence beyond the limits of your organisation

This insight focuses on “suppliers” and analysing how Siemens Congleton, developed excellence beyond the boundaries of their organisation.

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WDH - United Kingdom
Author:EFQM
Published on:17 February 2017
Topic:Organisation's Insights
Topic:Adding Value for Customers
Topic:NGO/Associations
How to develop excellence beyond the limits of your organisation

This insight focuses on “customers” and analysing how WDH - Wakefield and District Housing – one of the EFQM Award Winners in 2015, developed excellence beyond the boundaries of their organisation.

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City Learning, Industry Academy and Students Support
Author:EFQM
Published on:22 December 2016
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Education
City of Glasgow College - United Kindgom

2016 EFQM Excellence Prize Winner in Sustaining Outstanding Results

City of Glasgow College (CoCG) understands the needs and expectations of its customers, it focuses on its aim for students which is for them to “Get a Job, Keep a Job, Get a Better Job”. They have identified its main customer groups, and segmented them. This ensures that learning and teaching services and students’ guidance services are tailored and customer centred.

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"Airport Helper", Smiley boxes
Author:EFQM
Published on:21 November 2016
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Transport & Logistics
Aeroports de Lyon - France

2016 EFQM Excellence Prize Winner in Managing with Agility

Aéroports de Lyon has a very strong customer-focus and central to this is the understanding of the importance of the passenger experience of the quality of service as a driver for the strategic ambition of growth. Several approaches aiming on understanding passenger’s perception in order to be able to improve service quality and performance have been developed and implemented.

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Adding value for patients
Author:EFQM
Published on:14 December 2015
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Healthcare
Cabinet d'orthodontie Becker & Associés

2015 EFQM Excellence Prize Winner in Adding Value for Customers

Cabinet Becker & Associés delivers dedicated services in the field of orthodontics. Its services focus on the individual needs and expectations of adult and young patients and are delivered throughout Luxembourg. With this respect, their strategic position is very clear: To be national ‘Referential Leader in Orthodontics’ guaranteeing highest satisfaction levels for all stakeholders.

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Patient Care and Green Jacket
Author:EFQM
Published on:14 December 2015
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Healthcare
Sanitas Hospitales

2015 EFQM Excellence Prize Winner in Succeeding through the Talent of People

Patient Care units are a key factor in Sanitas Hospitales strong commitment to focus on patient care. This approach links directly to the defined value definition of (among other elements) offering the best human team. The strive for top patient care also connects to three strategic goals of reaching millions more people, getting extraordinary results and be the best place to work.

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Empowering Service Users
Author:EFQM
Published on:16 February 2015
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Education
Cedar Foundation

2014 EFQM Excellence Prize Winner in "Leading with Vision, Inspiration and Integrity"

Cedar’s core purpose since 1941 is to provide ground-breaking and innovative services to Society with a focus on disabled people. To enable this, service users are involved in planning, reviewing and developing products and services, e.g. through the Regional User Forums. The focus on inclusion is aligned with Cedar’s strategic goals “Empowering service users” and “Improving and innovating”.

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Nilufer's strong customer orientation
Author:EFQM
Published on:20 January 2014
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Public Administration
Nilüfer Belediyesi - Turkey

2013 EFQM Excellence Prize Winner in "Adding Value for Customers"

Nilüfer Municipality has demonstrated a strong customer orientation. Particularly, and being a Municipality, they are showing clear and effective citizens orientation; by not only fulfilling needs, expectations and opportunities, but also by anticipating in an active way to future expectations, with a clear approach towards social sustainability.

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A strong customer focus
Author:EFQM
Published on:7 January 2014
Topic:Good Practices
Topic:Adding Value for Customers
Topic:NGO/Associations
Glasgow Housing Association (GHA) - United Kingdom

2013 EFQM Prize Winner in "Leading with Vision, Inspiration and Integrity"

GHA is an organisation that has a strong customer focus. There are many examples of changes that have been made with the specific purpose of adding value to customers, such as the creation of the Central Customer Service Centre for routine enquiries which has freed up Housing Officers to spend more time in dialogue with customers; building strong and lasting relationships between individuals and GHA.

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Think Guest and show heartiness
Author:EFQM
Published on:6 January 2014
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Services
Alpenresort Schwarz - Austria

2013 EFQM Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People"

The Guest is at the centre of all that Alpenresort Schwarz represents. The facilities, the ranges of offers to the Guest profile and, in particular, the focus on the Guest is exemplary - they are invited to become a part of the “family” operational ethos; employees continuously “Think Guest” and show Heartiness.

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Focussing on success for all pupils
Author:EFQM
Published on:13 November 2013
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Education
St Mary's College - Northern Ireland

2013 EFQM Prize Winner in "Sustaining Outstanding Results"

St Mary's College overall purpose/service is the education of children and they have their key customer, the pupils, onsite with them every working day. Through a pupil-centered multidimensional approach that integrates teaching, learning and pastoral care, St Mary's College focus on success for all pupils.

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creating confident communities
Author:EFQM
Published on:6 November 2013
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Services
Wakefield District Housing - United Kingdom

2013 EFQM Prize Winner in "Adding Value for Customers"

Wakefield District Housing (WDH) is one of the UK’s largest housing associations, being responsible for 31,000 properties. WDH works closely with the local community and their priorities help to shape its overall business objectives. Customer focus is clearly present and is not only top down and leadership driven, but very much a part of the community culture which permeates the company.

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The SSAU Customer Satisfaction
Author:EFQM
Published on:4 November 2013
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Education
Stavropol State Agrarian University - Russia

2013 EFQM Prize Winner in "Harnessing Creativity and Innovation"

Through a clear and strong focus on students in every daily activity of SSAU, this University achieves high and sustained levels of satisfaction among all its relevant segments of students on the key issues such as the quality of the training process and the rate of recommendation to others. Moreover, SSAU also realises high level of performance regarding full time course students, job placement for SSAU students and admission completion at SSAU, which are the key results for its business.

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Alpenresort Schwarz, Austria - EFQM Excellence Award Winner 2013
Author:EFQM
Published on:23 October 2013
Topic:Videos
Topic:Adding Value for Customers
Topic:Services
EFQM Excellence Award Winner 2013 and Prize Winner in Adding Value for Customers and Succeeding through the Talent of People

The Guest is at the centre of all that Alpenresort Schwarz represents. Guest Loyalty is rewarded with annual Awards. The personal involvement of Pirktl family with the Guests shows how the importance of the Guest is perceived by the Pirktl family. The combined effort of these approaches is reflected in the consistently good Guest satisfaction results over nine years.

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Wakefield and District Housing, UK - EFQM Prize Winner 2013
Author:EFQM
Published on:23 October 2013
Topic:Videos
Topic:Adding Value for Customers
Topic:Services
EFQM Prize Winner in Adding Value for Customers

The needs of customers (or tenants, or residents) are clearly understood: captured by research; by survey; by meetings with their representatives; by the feedback from the people of WDH who work in the community, and by truly integrating the customer in everyday activity.

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Nilufer Municipality, Turkey - EFQM Prize Winner 2013
Author:EFQM
Published on:23 October 2013
Topic:Videos
Topic:Adding Value for Customers
Topic:Public Administration
EFQM Prize Winner in Adding Value for Customers

They do not only add value by understanding, and fulfilling customer needs, expectations and opportunities, but by anticipating future demands and expectations, contributing to the modern life standards enjoyed by Nilüfer citizens.

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Customer Perception Surveys
Author:EFQM
Published on:15 July 2012
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Healthcare
JSC Medicina Clinic - Russia

Medicina Clinic was established in 1990 as an interdisciplinary medical center with a a polyclinic, an inpatient facility, a trauma section and a 24 hour ambulance. JSC 'Medicina' has a mission to provide its patient with a full-scale individual medical assistance and involve them in decisions regarding their health and well-being.

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Adding Value for Customers
Author:EFQM
Published on:15 April 2012
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Healthcare
VAMED-KMB - Austria

Since 1985, agreed in the Technical Operations Management contract (TBV), VAMED-KMB is assigned the technical operations management of the General Hospital. VAMED-KMB's strategic ambitions have a real focus on the customer, which is clearly embedded in the Vision and Mission Statement and the strategic objectives.

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Ricoh Deutschland GmbH, Germany - EFQM Prize Winner 2011
Author:EFQM
Published on:25 October 2011
Topic:Videos
Topic:Adding Value for Customers
Topic:IT & Technologies
EFQM Prize Winner in Adding Value for Customers

The award process has been a unique experience for us. The Assessors were truly professional and their work and feedback as delivered by their report will help us even further in our ongoing pursuit of business excellence.

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COPLANING's driving ambition: delighting customers
Author:EFQM
Published on:15 July 2011
Topic:Good Practices
Topic:Adding Value for Customers
Topic:Materials
CoPlaning S.a.r.l - Luxembourg

COPLANING's driving ambition is to delight its customers with the highest quality level of customer service and product. COPLANING has a well-defined customer relationship management approach which it uses to effectively build strong, trusting and long-term relationships with its customers.

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