Knowledge Base

WDH - United Kingdom

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. 

Alpenresort Schwarz - Austria

How to develop the organizational culture to achieve excellent results

This case study focuses on the results achieved by the Alpenresort Schwarz, a 5-star alpine spa & Golf resort in Tyrol in Austria that was EFQM Excellence Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People" in 2013.

Adding value for patients

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. 

Empowering Service Users

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”.

Cedar's Leadership Culture

Cedar Foundation

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

Cedar’s leaders have developed a clear mission, vision and values that are well deployed, underpinning a culture of excellence that unites their staff.

Development and learning from employees

Alpenresort Schwarz - Austria

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

There is a well-developed recruitment process and a thorough induction programme, aimed at ensuring that new employees are developed to fit with the resort ethos.

Ability to change via employee involvement

Alpenresort Schwarz - Austria

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

Alpenresort Schwarz is using two way of implementing improvements; one way is organised via four Project teams (Guest, Health, Schwarz inside and Green Schwarz flower) and PUPE sessions inside departments and units.

Living the Values

Alpenresort Schwarz - Austria

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

The Pirktl family has developed the resort Mission, Vision and Values with involvement from all Alpenresort Schwarz department and unit leaders, deputies and the project team leaders. The Pirktl family and all leaders with more than two employees undertake annual leadership feedback reviews. The evaluation is clearly linked to the organisation Values and Strategic Themes and Objectives.

Strategic Partner Program

Alpenresort Schwarz - Austria

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

Alpenresort Schwarz has achieved long term beneficial relationship with (strategic) partners and suppliers based on mutual trust, respect and openness. This has been achieved through the use of an internal supplier rating system that is shared with the partners.

Think Guest and show heartiness

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.

Defining, driving and monitoring organisation's performance

pom+Consulting Ltd - Switzerland

pom+Consulting Ltd provides consulting services pertaining to real estate management and organisational development to companies and the public sector in Switzerland. pom+ leaders have driven the company through three major strategic phases in 15 years, resulting in multiplying its turnover. Success of the organisation is based on the use of right tools for defining, driving and monitoring its performance.

Project Management

pom+Consulting Ltd - Switzerland

pom+Consulting Ltd provides consulting services pertaining to real estate management and organisational development to companies and the public sector in Switzerland. All consulting services of pom+, core business activities of the company, as well as internal measures are managed as projects. Project management skills along with innovation, knowledge and skills are key success factors for pom+ to deliver their services.

CO2 free

Minerva - Italy

The company is now a leader in the design and delivery of facility management, which it has successfully applied to hospital services and also to the shipbuilding sector. Minerva CO2 Free is a development which has enabled the company to become self-sufficient for its energy needs with zero environmental impact, in addition to becoming a role model of sustainability in the region.

COPLANING's driving ambition: delighting customers

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.

Customer Experience Management

Coplaning SArl - Luxembourg

COPLANING is active in craft and trade business industry , more specific in the field of house sealing products/services. Recognising the impact of customer delight on effective customer management, COPLANING defined 6 critical elements to achieve customerdriven business excellence.

Customer orientation

Pirktl Holiday GmbH & Co KG, Alpenresort Schwarz - Austria

Customer orientation is the main focus of all activities in The Schwarz and therefore linked to vision and mission. The methods established within the Schwarz for acquiring, managing and using information about the guests clearly helps the hotel to maintain an outstanding way of inspiring all guests and an atmosphere of heartiness and friendliness.