Knowledge Base

  • Taking Responsibility for a Sustainable Future

    EFQM
    15 July 2011

    Comarca Bilbao de Osakidetza - Spain

    BiE is looking to be a role model for CSR for society as a whole and especially for the public service: they see CSR as a priority for public services to safeguard sustainable wellbeing in society. To achieve this, CSR is integrated in the values of the organisation and is clearly linked to strategic objectives, which are monitored systematically.

  • Achieving Balanced Results

    EFQM
    15 July 2011

    Red Electrica de Espana - Spain

    Two of the most important stakeholders of REE are the Spanish Government and the Regulatory bodies. The transmission growth plan, the operation of the power system and consequent compensation framework are regulated. The outcome of regulatory practice is an investment plan articulated with investment program measures and targets, timing, technical and geographical characteristics and a consequent regulated revenue measures and targets.

  • Adding Value for Customers

    EFQM
    15 July 2011

    Red Electrica de Espana - Spain

    The quality of the service delivered is demonstrated by much recognition obtained by REE in the area of corporate responsibility and as evidenced by its measures on reputation, including sustained excellent scores in customer management from the DJSI Index and an outstanding position in MERCO also in this regard.

  • Taking Responsibility for a Sustainable Future

    EFQM
    15 July 2011

    Red Electrica de Espana - Spain

    Since several years a comprehensive set of perceptions, outcomes and indicators, addressing all stakeholders and being consistent with strategy and policies, is being used and covers technical, economical, people, societal, and environmental dimensions.

  • Succeeding through People

    EFQM
    15 July 2011

    REGTSA - Spain

    Results of the past 10 years show very clearly that REGTSA managed a "turnaround" from a publicly funded tax collection agency to a self-funded (even saving!) public agency which even has become an innovation motor for their customers, the municipalities of the Salamanca province.

  • Adding Value for Customers

    EFQM
    15 July 2011

    Ricoh Deutschland - Germany

    Great team spirit developed and real belief and ownership of customer issues. Customer Service Centre staff do not like the word call centre, which is a significant factor in reflecting the correct attitude from the staff employed.

  • Adding Value for Customers and Society

    EFQM
    15 July 2011

    Umicore Precious Metals Refining - Belgium

    UPMR has developed a unique business model. This business model is based on (supplier) customer relations and the service process (precious metal refining) with the use of world-class environmental standards and business ethics, sustainability of results driven by the profitability of the supply rather than by the growth of the market share.

  • Taking Responsibility for a Sustainable Future

    EFQM
    15 July 2011

    Umicore Precious Metals Refining - Belgium

    UPMR pays great attention to the concepts of corporate social responsibility and sustainability and has improved its approach to these concepts over years. Social responsibility towards the community and environment is embedded in the UPMR culture and widely shared by employees at all levels in the organization.

  • Worthington's Leadership focus

    EFQM
    15 July 2011

    Worthington Cylinders Austria GmbH

    The leadership focus on the Succeeding through People concept has, without doubt, been a major success for WCA. The imperative has been the need to recruit and retain the very best staff in an area where there is very little unemployment.

  • Continuous Improvement Process - CIP

    EFQM
    15 July 2011

    Bosch Car Multimedia Portugal

    Bosch Car Multimedia Portugal uses Value Stream Mapping tool to identify areas which need to be improved regarding to the business requirements. Value Stream Maps show quality, cost and delivery (QCD) requirements for each value stream of the company.

  • Sharing Knowledge in the Organisation

    EFQM
    15 July 2011

    DB Schenker Poland

    DB Schenker Poland provides a full range of transport solutions including storage and modern IT technologies. DB Schenker Poland introduced a system to collect improvement ideas from employees in order to: increase employee engagement and their interest in corporate issues, share knowledge and good practices internally, integrate people involved in business excellence.

  • Corporate Responsibility System

    EFQM
    15 July 2011

    Red Electrica de Espana - Spain

    Red Eléctrica is part of the electricity sector. Their functional scope is: high voltage electric power transmission (400 and 220 kV) from generation plants to distribution substations and operation (power production equal to consumption plus associated management) of the national power system. One of the Key Strategies of Red Eléctrica de España (REE) is: “Excellence and Responsibility in the development of its activities”, it defines all the key processes to manage the principles of the Corporate Responsibility of Red Eléctrica.

  • Customer Experience Management

    EFQM
    15 July 2011

    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.

  • Equipping students for the World of Work

    EFQM
    15 July 2011

    Liverpool John Moores University - United Kingdom

    Since becoming a university in 1992, LJMU has grown substantially, in line with the policy of successive governments, to extend the scope and accessibility of higher education in the UK. World of Work is a programme developed to ensure that graduates are ‘ready to work’.

  • DIGAME - Stakeholders' request attention service

    EFQM
    15 July 2011

    Red Electrica de Espana - Spain

    Red Eléctrica is part of the electricity sector. Their functional scope is: high voltage electric power transmission from generation plants to distribution substations and operation of the national power system. DIGAME's Acronym is "Stakeholder attention and External Multiservice attention Information Office" (Despacho de Información a Grupos de interés y Atención Multiservicio Externa). DIGAME in Spanish means “tell me”.

  • Participation Groups

    EFQM
    15 July 2011

    REGTSA - Spain

    REGTSA is an Independent Body reporting to the Salamanca Provincial Council. REGTSA’s main areas of activities are Tax Management, Tax Collection, and Information Management. With the means of Participation Groups, being clearly one of its key success factors, Regtsa boosts its business performance and innovation by fostering “swarm knowledge” and empowering ordinary people to do extraordinary things.

  • Plan It Green

    EFQM
    15 July 2011

    Edinburgh International Conference Centre - United Kingdom

    The world-class EICC has been delivering outstanding events to the global events marketplace for sixteen years. Plan-it green™ engages EICC's stakeholders in a collaborative approach to delivering sustainable events. It targets reduced emissions, reduced cost and it offers a unique carbon sequestration option for the local environment. The Good Practice at a glance...

  • CO2 free

    EFQM
    15 July 2011

    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.

  • Ricoh's Sustainability Optimisation Programme

    EFQM
    15 July 2011

    Ricoh Europe

    Ricoh has found through a lifecycle analysis that the largest share of environmental impacts of a copier/printer is in the “In-use” phase, when a machine is being used by customers. It accounts for nearly 70% of the total carbon emissions of a copier/printer, coming from paper, electricity, supplies, spare parts, and service engineer travel. In Ricoh’s environmental philosophy, we have a shared responsibility with customers to reduce the environmental impact including the “In-use” phase.   The Good Practice at a glance...

  • Solvay's Sustainable Portolio Management

    EFQM
    15 July 2011

    Solvay - Belgium

    Solvay is an international industrial group active in Chemistry, offering a broad range of products and solutions that contribute to improving quality of life. Solvay has developed an internal methodology (Sustainable Portfolio Management ‐ SPM) to visualize, at strategic level, two potential impacts of Sustainable Development on its activities.  The Good Practice at a glance...

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