The EFQM Excellence Model - Case Study Example

EFQM Excellence Model Name Institution Date Table of Contents Table of Contents 2 Abstract 4 Introduction 5 Application of EFQM Excellent Model 6 The Fundamental Concepts in Relation to Fly Emirates 6 Adding Value for Clients 6 Constructing a Sustainable Opportunity 7 Building Organizational Capability 8 Harnessing Improvement and Creativity 8 Leading with Dream, Motivation and Integrity 9 Management with Agility 9 Success through Talent 10 Sustaining Outstanding Results 10 The Radar Logic 11 Self-Assessment 12 The Criteria 13 Leadership 13 Policy and Strategy 14 People 15 Partnerships and Resources 15 Processes 15 Customer Results 16 People Results 16 Society Results 16 Recommendations and Conclusion 17 References: 19 Abstract Regardless of the size, sector, maturity or structure, all companies need to be established in a good management scheme for the company to be successful. The EFQM Excellence Model is set to help companies improve their stand in the market share by measuring their present path and suggesting ways to help them improve to the level of the customer’s satisfaction. Several researches have been carried and schools of thought have come to one point that EFQM Excellence Model and organizational integrated quality (OIQ) are the same and their applications on organizations improve the results. However, the EFQM Excellence Model can be used in different four ways. This system is used to determine the organization’s path, from the start to the present, and the future. The system creates the common language among the staff and the clients in an organization to booster the exchange of ideas and creates a good chain of information in and out of the company. The scholars found out that applying EFQM Excellence Model in any organization will integrate the planned and existing activities and improve effectiveness and the efficiency of the organization. The system was also put in place to give a basic structure in an organization’s management arrangement (Abdullah, 1978). Introduction Formed in 1988, EFQM is a non-profit foundation started as a European organization. Its aim is to help the European companies and organizations achieve their goals. It is also a Brussels based foundation. It partners with more than 30,000 member organizations all over the globe. The idea of EFQM Excellence Model came after a long time consultations by different organizations on preferred ways to cut off the rising management complexities in the current world. The need for close and clear management of companies was reached through EFQM Excellence Model since the secluded efforts were no longer efficient. With the change in time, the model has undergone various changes over a short period of time to make sure that the desired goals are reached. It is always the aim of EFQM Excellence Model to improve organizations from low yielding corporate to more dependable and agile organizations to suit the current competitive global environment. The study looks at the EFQM Excellence Model with change in time and the improvement in its three components of criteria, RADAR logic, and fundamental concepts in respect to Fly Emirates - the leading Airliner in UAE. Fly emirates airliner is the largest airline company in the Middle East. The company operates over 2,500 flights in a week visiting 122 cities in 74 nations across all the continents. The Dubai based airliner is a subsiding of the Emirates Groups, owned by the Dubai government under the umbrella of the investment corporations of Dubai. With over 50,000 staff, the famous airline operates in four of the globe’s ten largest international airports in Los Angeles, Houston, Dallas, and San Francisco (United Arab Emirates Yearbook, 2006). Application of EFQM Excellent Model The Fundamental Concepts in Relation to Fly Emirates The EFQM Excellence Model has laid eight fundamental concepts necessary for every company. These are the necessary principles for any company to achieve a developed, excellent, and sustainable organizational culture. This paper will focus on each of these fundamental concepts in relation to Fly Emirates. Adding Value for Clients Excellent companies add value for customers by anticipating and fulfilling needs, understanding, opportunities and expectations. In the Fly Emirates, customer satisfaction is used to add value for clients. This airline ensures that the services that its customers get are worth the amounts they have paid the company. Apart from the best services, the company also ensures that its clients use the shortest route possible, and hence the shortest time to reach their destinations, hence spending little money for the same service. By exploiting the available opportunities, the airline positions itself as the best world carrier that by-passes most of the traditional carriers on their way to destinations. Among these traditional carriers are de Gaulle Airport, Paris-Charles, Frankfurt Airport and London Heathrow (Marvell, 2005). Fly Emirates also employs a customer satisfaction strategy that involves making direct inquiries from the customers for the purpose of understanding the real customer needs. In order to ensure the integration of the needs of the customer into the business operation, within the least time possible, and using the most cost efficient and effective resources, the airline has embraced technology. The airline has also set up various initiatives to ensure that the management receives customer feedback. This feedback is on the issues that are indirectly or directly related to the level of customer satisfaction in the airline (Abdullah, 1978). Constructing a Sustainable Opportunity Excellent companies have constructive impact on its surrounding by enhancing its performance whilst at the same time advancing the environmental, social conditions, and economic conditions within the surrounding communities. As far as the construction of a sustainable opportunity, Fly Emirates airline is committed to the environment through different initiatives. The airline has extended its interests on the surrounding community. The airline has been involved in the Dubai Desert Conservation Reserve. The Dubai Desert Conservation Reserve is dedicated to the preservation of the cultural and natural heritage of area. This national park is the largest and the most protected area in the United Arabs Emirates. It is a home to more than thirty species that are indigenous to the Arabian Peninsula. Besides, the park is seen as the regional benchmark for sustainable conservation and development is concerned. The green projects of the airline do not end in United Arabs Emirates. The airline has come up with the most eco-friendly conservations in the world in Australia. These include Spa and Wolgan Valley Resort. Building Organizational Capability Any excellent company develops their capabilities by successfully administering change in and out of the organizational borders. In this respect, Fly Emirates has an effective organizational culture. In this culture, the airline strives to provide the best and sufficient facilities and services to the customers. This has made it to be one of the top ten airlines in the world. The organizational quality has steadily captured traffic from South Asia to North America as well as from all the continents in the globe. This has allowed clients to bypass such traditional hubs like the Air France, British Airways, Frankfurt, Paris, and London. The airline has also embraced a culture involving changing the organization to the brand name. The slogan was therefore, in 2004, changed to Fly Emirates. The organization, in 2008 launched a slogan of Fly Emirates in up to 100 destinations from over 50 nations across the six continents. The other slogans have been Meet Dubai, When was the last time you did for the first time, Be Good to Yourself, and The finest In the Sky. These organizational changes have enabled the airline build a strong organizational capacity. Harnessing Improvement and Creativity A company will always succeed when its employees are involved in the generation of assessment and levels of presentation. This is done through continual orderly innovations and improvement by bind the creativity and innovations of their stakeholders. Creativity and innovation is quite evident in Fly Emirates. A good example involves the green flight. This kind of flight is seen as the longest in the world. It is a flight service that covers the distance between Dubai and San Francisco and that saves approximately two thousand gallons of fuel as well as thirty thousand pounds of carbon emissions. The flight takes sixteen hours in a direct course. A lot of creativity and innovation was employed here. The company did not design or modify their planes to meet these great qualities. Rather it chose the right routes! Leading with Dream, Motivation and Integrity Excellent organizations have leaders who are the role models to other employees. They shape the future of the organization by building its ethics and values. In this respect, the leadership in Fly Emirates can be praised for the tremendous effort it has applied in ensuring that the dream of the company is high. The leaders have also ensured the high level of motivation and integrity are embraced in the company. Leaders in fly emirates airline have the capacity and aspiration to motivate and persuade others. With the good management and leadership of the airline, the fly emirates company has seen its good fruits in the business. The business started with only two airbuses, airbus 300 B4 and aircraft-Boeing 737 on the 25th the tenth month of 1985. At the present, the company owns more than 137 aircrafts flying over 100 destinations in 60 nations around the globe and about 700 flights takes off from the capital weekly to different destinations worldwide (Ireland, Hoskisson & Hitt, 2007). Management with Agility A well-organized company is recognized for the efforts to identify and react professionally and in point of fact to threads and opportunities. As far as management in Fly Emirates is concerned, the airline has remained committed to its diverse clients. It has employed diversification management approach, which has made it possible for the company to ensure that the communities and clients receive the best services offered by dedicated and passionate staffs and employees. Success through Talent For an organization to succeed, it must see their people as worth and should create culture of empowerment for the achievement of the staff and the company. Across the different levels of management, Fly Emirates has ensured that the employees are most talented to serve their assigned duties. All the pilots in the airline are among the most talented in the world. The management team also consists of highly talented professionals. The different talents in the airline have led to the tremendous success. Sustaining Outstanding Results Excellent companies attain sustained outstanding results required for both long term and short team needs of all stakeholders within the background of their operating surroundings. As mentioned before, the airline started with only two airbuses, airbus 300 B4 and aircraft-Boeing 737 on the 25th the tenth month of 1985. At the present, the company owns more than 137 aircrafts flying over 100 destinations in 60 nations around the globe and about 700 flights takes off from the capital weekly to different destinations worldwide. This testifies the fact that the airline has been able to sustain outstanding performances. The Radar Logic The RADAR logic suggest the organizations need to determine the Results they set to aim as part of its strategy and policy making process. The results should be put in a way that it covers the operational performance together with the financial efforts of the company with the insight of its stakeholders. The radar logic set a plan to develop and integrate a set of sound Approaches to distribute the required for the present and the future. It is the work of any organization to Deploy the advance in a orderly manner to ensure full implementation of the resources. The company should be in a position to Asses and Review the approaches by analyzing and monitoring the results attain through the continuing learning activities. Therefore, the application of the logic helps companies recognize, prioritize, prepare and implement enhancement where possible (Hakes & Wilkinson, 2007). The application of EFQM Excellence Model has got no barrier. It can be applied in small or large organizations, in private and public sectors. Self-assessment by use of this method gives the organizations management a holistic overview of the larger organizations. Moreover, many companies use production from self-assessment as a business planning and incorporate EFQM Excellence Model as a foundation for project and operational review. As far as its application is concerned, scholars have termed the EFQM Excellence Model ‘’cause and effect’’. This has further been dived into two as ‘’enablers’’ and ‘’results’’. The ‘’enabler’’ principle explains what is expected of an organizational management while the ‘’results’’ criteria explains what the company achieves. For the best results, the organization must work in all ways to improve its management and production. A successful company can use self-assessment to achieve a winning formula and overcome the competitive advantage. By using self-assessment in EFQM Excellence Model assists the organizational management identifies opportunities and strength for development where everyone in the company can focus to accomplish the realistic objective. The system is flexible and any business including public bodies, voluntary organizations, and companies can apply EFQM Excellence Model attain the improved performance (Ireland, Hoskisson & Hitt, 2007). Self-Assessment The model is used through a process of self-assessment commonly known to be the essential management tool and a proven secure and continuous advancement for the company wishing to overcome the challenging issues. Self assessment let companies to recognize potency and opportunities for advancing by building a strong bond between the clients and the staff in a way to process and produce quality results. The Criteria The EFQM Excellence Model has sub-titled the criterion methods into nine elements. The nine elements create questions to be well thought-out when assessing the progress of the company towards the desired goal of the company. Leadership This is how the team players build up and facilitates the achievement of the vision and the mission, develop values needed for long term development to ensure success and implement the values through the appropriate procedures and behaviors. Leaders are the core drivers of the organization and are expected to personally get involved in making sure that the laid rules and regulations are developed and followed in suitable time. This system give details of how leaders are expected to develop the vision, mission, values, and act as role models to build a culture of excellence in the company. The system details the personnel involvement with the surrounding community, customers, and the management. The organization’s people are the core factors in the development of the organization and their involvement in the running of the company is the first priority. Leaders in fly emirates airline have the capacity and aspiration to motivate and persuade others. With the good management and leadership of the airline, the fly emirates company has seen its good fruits in the business (MobileReference, 2010). The business started with only two airbuses, airbus 300 B4 and aircraft-Boeing 737 on the 25th the tenth month of 1985. At the present, the company owns more than 137 aircrafts flying over 100 destinations in 60 nations around the globe and about 700 flights takes off from the capital weekly to different destinations worldwide. The management of fly emirates not only set their own rules and regulations to govern the company but they recognize the efforts of its employee and encourage them to take part in decisions to help identify and gain organizational goals. EFQM Excellence Model holds that behavioral standpoint of leadership exhibit the appropriate performance that an effective leader holds. Fly emirates as a company practices the EFQM Excellence Model of principles in planning, directing, organizing, and controlling. This is done with the help of the resources like finance, time, and materials which are engaged to working on the company’s policies and strategies to meet the expected performance (European Foundation for Quality Management 2012). Policy and Strategy Policy and strategy is the plan on how the company implement its vision and mission through a clear stakeholder plan according to the relevant plans, targets, policies, processes, and objectives. This works to table on the policy and plan needed for the present and coming expectations of the members. It gives clear details on how policy and strategy are reviewed, developed, and modernized through a structure of key procedure. Communications, performance measurement, learning, research, and creativity activities are some of the elements to be implemented on the application of policy and strategy under EFQM Excellence Model (Meyer, 2013). People People are the core factors in the management and development of any organization. Under this element, resources and the potential of the organization’s people are planned, managed and empowered to give the best results through a well organized dialogue. Their efforts are recognized, cared, and rewarded as a way of motivation to sustain the strength of the company. The company proofs to have the best employees amongst other airline operators through their best selection of employees from diverse backgrounds. Fly emirates recruits its employees from different countries and cultures. The management is planned, managed and empowered in a way that fulfils the basic desires of their employees in a proper dialogue to give the goals of the organization (Hakes & Wilkinson, 2007). Partnerships and Resources This is how the company organizes, plans and administerthe internal and external resources in efforts to support its rule and strategy. This is management of finances, technology, knowledge and information, materials, equipment, and buildings.The management of Fly emirates is headed by His Highness Sheikh Ahmed bin Saeed Al Maktoum as the chairman and the chief executive officer. He has served the company for over 25 years of remarkable economic success (European Foundation for Quality Management 2012). Processes Organizations support its policies and strategies through designed and improved processes to increase the value of the business which will directly or indirectly benefit customers and stakeholders. Customer Results Customer relations are the benefits as a result of the external customer relation. This is through the perception indicators and measures. It has been seen that In order to ensure the integration of the needs of the customer into the business operation, within the least time possible, and using the most cost efficient and effective resources, the airline has embraced technology. It has also been seen that the airline has also set up various initiatives to ensure that the management receives customer feedback. This feedback is on the issues that are indirectly or directly related to the level of customer satisfaction in the airline (MobileReference, 2010). People Results This is the positive outcome of the company’s relation to its people. It is also reflected in performance indicators and measures. Employees and customers have always praised the services they get from the airline. Therefore, as far as people results are concerned, the Fly Emirates has made good achievement. Society Results Society results are the outcome due to the company’s relation to neighboring, national, and worldwide society. Through the participation in the environmental conservations, as explained in this paper, the airline has ensured that it achieves outstanding results in relation to its neighboring, national and worldwide society. The national park created courtesy of the airline is testimony to this (Hakes & Wilkinson, 2007). Recommendations and Conclusion Although fly emirates is the leading airline company in the whole of Arabic countries, the success of the company has come along way considering the stiff competition and other many challenges experienced. To attain such position is not a simple task, and effective leadership and management is needed to overcome the latter. It is a recommendation that the management and the employee of the said company provide their clients with superior service to strengthen their trust. This is evident that they have the capability to do so because the company through their effective leadership managed to draw a powerful team from diverse background which has seen the strength of the company.The company has proved to be the superior airliners among its competitors by recruiting endowed and superior people from diverse ethnic group, countries, and different culture. References: Abdullah, M. M. (1978). The United Arab Emirates: A modern history. London: Croom Helm. 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