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October 27, 2010

The path to excellence…

We all agree Excellence is a fairly good target for any organisation to be aiming for. During the last few weeks we have also gone over methods on how an organisation can work towards achieving this concept of excellence. When it comes to what excellence actually is, the EFQM handbook of 2010 tells us that excellence is achieved through good results in people, customers and societies perceptions on the organisation, performance is those criteris as well as key performance indicators of the organisation itself. These perceptions and performance indicators encompass a large variety of factors that are quite easily found via this EFQM handbook, or any literature that discusses the model to any degree of depth. But how can these methods actually be monitored?

The performace indicators manifest themselves in the form of quantitave data. In most modern business environments, quantitative data is relatively easy to access. IT systems record data regarding nearly all aspects of quantitative information on a daily basic. To monitor and make sense of this information, this information can be aggregated, analysed and presented in a way that details the progress of performance indicators. Data could be represented in tabular form, graphically, or any other means that an organisation finds appropriate and effective to monitor performance.

Qualitive data become a trickier issue when it comes to monitor performance. Qualitative data, such as consumer perspectives on the organisation, or employee satisfaction, must be gathered in a social survey of some sort. The means by which the survey is delivered and collected is variable, but the requirement of a survey is essential to gather such data. Once this is collected, interpreting vast amounts of such data and compiling it into a form that easily displays performance in these areas is also another matter that must be considered. Depending on the amount of information gathered in such a survey, simple graphical representation of information (for example, if a pie chart) becomes a more complex issue that in my opinion, cannot be faced until you actually have the information and can evaluate the most effective and informative way of analysing it.


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