EFQM Self-Assessment Questionnaire

Criterion 1: Leadership Approach Deployment Assessment and Refinement

How do the leaders of your organisation: Is the relevance of the To what degree has the Do you have measures to
• De elop a purpose a d isio , role odel appropriate alues, ethi es a d eha iours approach clear? approach been assess the effectiveness
with respect to customers, suppliers, employees and the community. If so, does it support other implemented? of the approach?
• De o strate perso al i ol e e t to e sure that your orga isatio al proesses a d stru ture are approaches? If so, is there a structured If so have you used the
aligned with strategy. Has refinements been implementation plan with an measures to review and
introduced to the appropriate this frame? improve the approach?
For each of the 10 questions below, agree one score for the statements described against Approach, approch? Do you undertake learning &
Deployment, Assessment and Refinement. creativity practices for
improvement & inovation?
1 = Weak evidence 5 = Strong positive evidence 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q1: Describe the role of leaders in defining the purpose of the organisation
A1:
What are the key values and behaviours supported by Leaders, that govern how the organisation
Q2:
operates?
A2:
Q3: What is the Leadership style within the organisation?
A3:

Q4: What are the priorities that Leaders consistently pay attention to?
A4:

Q5: Who are your key stakeholders and how do Leaders identify and respond to their needs
A5:

Q6: How do Leaders work in partnership with key stakeholders?

A6:

Q7: How do Leaders communicate organisational goals to employees

A7:

Q8: How do Leaders encourage employees to contribute to organisational goals and participate in
improvement activities?
A8:

Q9: What do Leaders do to recognise the contribution of stakeholders and employees?

A9:

Q10: How do Leaders make time available to support and listen to people

A10:
Criterion 2: Strategy Approach
How does the organisation develop, implement and review strategy that is Is the relevance of the
aligned to meet the needs and expectations of stakeholders. approach clear?
If so, does it support other
For each of the 10 questions below, agree one score for the statements described against Approach, approaches?
Deployment, Assessment and Review and Results. Has refinements been
introduced to the
approch?
1 = Weak evidence 5 = Strong positive evidence 1 2 3 4 5 1
Q1: What information do you collect and use to define the market you will operate in now and in
Q1: the future?
Deployment Assessment and Refinement
To what degree has the Do you have measures to
approach been assess the effectiveness
implemented? of the approach?
If so, is there a structured If so, have you used the
implementation plan with an measures to review and
appropriate this frame? improve the approach?
Do you undertake learning &
creativity practices for
improvement & inovation?
2 3 4 5 1 2 3 4 5

A1:

Q2: How do you track competitor activity?

A2:

Q3: How do you anticipate the needs of stakeholders? (Customers, Employees, Shareholders, Society)

A3:

Q4: What are the key strategic goals of the organisation?

A4:

Q5: Describe your planning process

A5:

Q6: How do you prioritise activities in your strategic plan

A6:

Q7: How do you cascade strategy in your organisation?

A7:

Q8: How do you align organisational goals with individual and team targets and objectives

A8:

Q9: How do you review the effectiveness of your strategy

A9:

Q10: What performance data do you review to assess whether deployment of your strategy is on
track?
A10:
Criterion 3: People Approach
How does the organisation manage, develop and release the potential of its Is the relevance of the
people, in order to support strategy and the effective operation of its processes. approach clear?
If so, does it support other
For each of the 10 questions below, agree one score for the statements described against Approach, approaches?
Deployment, Assessment and Review and Results. Has refinements been
introduced to the
approch?
1 = Weak evidence 5 = Strong positive evidence 1 2 3 4 5 1
How do you ensure that your HR plan is aligned with organisational strategy?
Q1:
Deployment Assessment and Refinement
To what degree has the Do you have measures to
approach been assess the effectiveness
implemented ? of the approach?
If so, is there a structured If so have you used the
implementation plan with an measures to review and
appropriate this frame? improve the approach?
Do you undertake learning &
creativity practices for
improvement & inovation?
2 3 4 5 1 2 3 4 5

A1:
What are the key human resource policies in your organisation?
Q2:
(e.g. Resource Planning, Recruitment, Career Development, Equal Opportunities, Appraisal)
A2:
Q3: How do you capture feedback from employees in order to improve HR policies?
A3:

Q4: How do you identify and develop the skills of employees to ensure that the organisation has the
capability to achieve organisational goals?
A4:

Q5: How do you encourage and support employees to achieve their potential?
A5:

Q6: What opportunities are provided to enable employees to participate in improvement

opportunities?
A6:

Q7: How do you align organisational goals with team and individual targets and objectives?
A7:

Q8: How are employees appraised to help improve their performance?

A8:

Q9: Describe the communication processes used to keep employees updated with organisational
policies, share knowledge and good practice and allow upward feedback?
A9:

Q10: What policies exist to motivate and recognise employees?

A10:
Criterion 4: Partnerships and Resources Approach Deployment Assessment and Refinement
How does the organisation plan and manage external partnerships and internal resources, in order to Is the relevance of the To what degree has the Do you have measures to
support strategy and the effective operation of its processes. approach clear? approach been assess the effectiveness
If so, does it support other implemented? of the approach?
For each of the 10 questions below, agree one score for the statements described against Approach, approaches? If so, is there a structured If so, have you used the
Deployment, Assessment and Review and Results. Has refinements been implementation plan with an measures to review and
introduced to the appropriate this frame? improve the approach?
approch? Do you undertake learning &
creativity practices for
improvement & inovation?
1 = Weak evidence 5 = Strong positive evidence 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Who are your key partners? Is the relationship with them assessed in terms of their contribution
Q1:
to your strategy?
A1:

What is the relationship you have with key partners and does this add-value to your customer /
Q2:
supplier chain?
A2:

Q3: What are the key financial policies of the organisation? (e.g. invoicing cycles, investment
appraisal, managing risk)
A3:

Q4: How are financial resources allocated in support of strategy?

A4:

Q5: How are the assets of the organisation managed and maintained to optimise utilisation and
increase their life-cycle?
A5:

Q6: What approaches are in place to manage consumption of materials and energy and minimise
waste?
A6:

Q7: How does the organisation manage and exploit technology in support of strategy?
A7:

Q8: How are emerging technologies evaluated?

A8:

Q9: How is information and knowledge collected, organised and managed within the organisation?

A9:
Q10: How is information and knowledge shared and exploited within the organisation?

A10:
 Criterion 5: Processes, Products, Services Approach Deployment Assessment and Refinement
How does the organisation design, manage and improve its processes in order to support strategy and Is the relevance of the To what degree has the Do you have measures to
fully satisfy customers and other stakeholders. approach clear? approach been assess the effectiveness
If so, does it support other implemented of the approach?
For each of the 10 questions below, agree one score for the statements described against Approach, approaches? If so is there a structured If so, have you used the
Deployment, Assessment and Review and Results. Has refinements been implementation plan with an measures to review and
introduced to the appropriate this frame? improve the approach?
approch? Do you undertake learning &
creativity practices for
improvement & inovation?
1 = Weak evidence 5 = Strong positive evidence 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q1: What are your key business processes?
A1:
How are interface issues or conflicts inside the organisation resolved? (This may be between different
Q2: functions or across processes managed by the same or different functions)

A2:
Q3: How are performance indicators used to identify and prioritise improvement opportunities?
A3:

Q4: How are changes to processes communicated and training updated to ensure predicted results
are achieved?
A4:

Q5: How is market, customer and competitor research used to design and develop products and
services that meet customer expectations?
A5:

Q6: How is creativity and innovation encouraged to develop competitive products and services?

A6:

Q7: How are products and services promoted, produced, delivered and serviced to customers?
A7:

Q8: How do customers gain access to your organisation?

A8:

Q9: How does the organisation handle feedback from customers?

A9:

Q10: How does your organisation survey customers to determine and enhance customer satisfaction?

A10:
Criterion 6: Customer Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results segmented, Are your trends positive Do you compare and Do you know the key Do you know the
relation to its external customers? consistent with the comprehensive, identified & prioritised? and sustained ? match your results with approaches that drive key approaches that
strategy, needs & timely, reliable, those achieved by external results? drive results?
expectations of
For each of the 10 questions below, agree accurate ? organisations?
stakeholders?
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
1 = Weak evidence 5 = Strong positive evide
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q1: Who are your key customers? What
key perception indicators do
you monitor to assess the Image and
Reputation they have of your
organisation?
A1:

Q2: What key perception indicators do

you monitor to assess the views
of your usto er’s a out the Quality,
Value and Reliability of your products
and services?
A2:

Q3: What key perception indicators do

you monitor for Sales and After
Sales Support, Warranties and
Guarantees?
A3:

Q4: What are the key perception

indicators you monitor to assess
Loyalty and Intention to Repurchase
your products and services?
A4:

Q5: What are the key internal

performance indicators you monitor
to assess defects and error rates of
your products and services?
A5:
Criterion 6: Customer Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results identified, Are your trends positive Do you compare and Do you know the key Do you know the
relation to its external customers? consistent with the comprehensive, segmented & prioritised? and sustained ? match your results with approaches that drive key approaches that
For each of the 10 questions below, agree strategy, needs an timely, reliable & those achieved by external results? drive results?
expectations of
one score for the statements described accurate ? organisations?
stakeholders?
against Trends, Targets, Comparisons and
Causes.

1 = Weak evidence 5 = Strong positive evide

1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q6: What are the key internal
performance indicators you monitor
to assess satisfaction and complaints
levels?
A6:

Q7: What are the key internal

performance indicators you monitor
to assess sales performance?
A7:

Q8: What are the key internal

performance indicators you monitor
to assess customer retention and the
duration of customer
relationships?
A8:

Q9: What are the key internal

performance indicators you monitor
to assess the lifetime value of
customers?

A9:

Q10: What are the key internal

performance indicators you monitor
to assess new and lost business?
A10:
Criterion 7: People Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results identified, Are your trends positive Do you set and achieve Do you compare and Do you know the
relation to its people. consistent with the comprehensive, segmented & prioritised? and sustained ? targets? match your results with key approaches that
For each of the 10 questions below, agree strategy & needs an timely, reliable & those achieved by drive results?
expectations of
one score for the statements described accurate ? external organisations?
stakeholders?
against Trends, Targets, Comparisons and
Causes.
1 = Weak evidence 5 = Strong positive evide
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q1: What are the key perception
indicators you monitor to assess the
oti atio of your orga isatio ’s
people? (e.g. career development,
empowerment, involvement)
A1:

Q2: What are your key perception

indicators for employee satisfaction
with employment conditions, pay and
benefits?
A2:

Q3: What are your key perception

indicators for employee satisfaction
with opportunities to learn and
achieve?
A3:

Q4: What are your key perception

indicators for employee satisfaction
with communication?
A4:

Q5: What are your key perception

indicators for employee satisfaction
with working relationships and
management style?
A5:
Criterion 7: People Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results identified, Are your trends positive Do you set and achieve Do you compare and Do you know the
relation to its people. consistent with the comprehensive, segmented & prioritised? and sustained ? targets? match your results with key approaches that
For each of the 10 questions below, agree strategy & needs an timely, reliable & those achieved by drive results?
expectations of
one score for the statements described accurate ? external organisations?
stakeholders?
against Trends, Targets, Comparisons and
Causes.
1 = Weak evidence 5 = Strong positive evide
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q6: What are your key internal
performance indicators to monitor to
assess employee competencies and
capability to achieve
organisational goals?
A6:

Q7: What are your key internal

performance indicators for employee
productivity?
A7:

Q8: What are the key internal

performance indicators you monitor
to assess the level of recognition in
the organisation?

A8:

Q9: What are your key internal

performance indicators for
absenteeism, sick levels and
accidents?
A9:

Q10: What are your key internal

performance indicators for employee
turnover?
A10:
Criterion 8: Society Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results segmented, Are your trends positive Do you set and achieve Do you compare and Do you know the
relation to local and national communities. consistent with the comprehensive, identified & prioritised? and sustained ? targets? match your results with key approaches that
strategy & needs & timely, reliable & those achieved by drive results?
expectations of
For each of the 10 questions below, agree accurate ? external organisations?
stakeholders?
one score for the statements described
against Trends, Targets, Comparisons and
Causes.

1 = Weak evidence 5 = Strong positive evide

1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q1: What are the key perception
i di ators of so iety’s ie of the
organisation as a responsible citizen?

A1:

Q2: What are the key perception

i di ators of so iety’s ie of the
organisations impact on local and
national economies?
A2:

Q3: What internal performance indicators

do you monitor to assess the
environmental impact of your
operations? (e.g. noise, nuisance,
emissions, pollution)

A3:

Q4: What indicators do you monitor to

assess reduction and elimination of
waste?
A4:

Q5: What indicators do you monitor to

assess recycling?
A5:
Criterion 8: Society Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results segmented, Are your trends positive Do you set and achieve Do you compare and Do you know the
relation to local and national communities. consistent with the comprehensive, identified & prioritised? and sustained ? targets? match your results with key approaches that
strategy & needs & timely, reliable & those achieved by drive results?
expectations of
For each of the 10 questions below, agree accurate ? external organisations?
stakeholders?
one score for the statements described
against Trends, Targets, Comparisons and
Causes.

1 = Weak evidence 5 = Strong positive evide

1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q6: What indicators do you monitor to
assess usage of utilities? (e.g.
electricity and water consumption)
A6:

Q7: What indicators do you monitor to

assess your contribution to
society and involvement in
communities? (e.g. charity and
voluntary work)
A7:

Q8: What indicators do you monitor to

assess health risks and accidents to
the public?
A8:

Q9: What awards and accolades have you

received from the community?

A9:

Q10: What indicators do you monitor to

assess positive and negative
media / press coverage and
reputation in the community?
A10:
Criterion 9: Key Performance Results Relevance & Usability
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results segmented, Are your trends positive Do you set and achieve Do you compare and Do you know the
relation to its planned performance & consistent with the comprehensive, identified & prioritised? and sustained ? targets? match your results with key approaches that
strategic intent. strategy, needs, timely, reliable & those achieved by drive results?
expectations of
accurate ? external organisations?
stakeholders?
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
1 = Weak evidence 5 = Strong positive evide
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q1: What indicators do you monitor to
assess the Financial health of
the organisation? (e.g. budget
performance, sales revenue, profit,
return on assets)

A1:

Q2: What indicators do you use to

monitor Balance Sheet
performance? (investments,
depreciation, asset management,
write-offs)

A2:

Q3: What indicators do you use to

monitor Material Consumption?
(e.g. stock turnover, defect rates,
waste)
A3:

Q4: What indicators do you use to

monitor Supplier Performance?
(price, delivery, contribution, added
value)
A4:

Q5: What indicators do you use to

monitor Cash Flow? (debtors /
creditors, liquidity ratios)
A5:
Criterion 9: Key Performance Results Relevance & Usability
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in Are your results Are your results Are your results segmented, Are your trends positive Do you set and achieve Do you compare and Do you know the
relation to its planned performance & consistent with the comprehensive, identified & prioritised? and sustained ? targets? match your results with key approaches that
strategic intent. strategy, needs, timely, reliable & those achieved by drive results?
expectations of
accurate ? external organisations?
stakeholders?
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
1 = Weak evidence 5 = Strong positive evide
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Q6: What indicators do you use to
monitor Productivity?
(maintenance, downtime, output per
employee)

A6:

Q7: What indicators do you use to

monitor Market Share or the Sector
Performance of the organisation?
A7:

Q8: What indicators do you use to

monitor Product and Service cycle
times? (e.g. production cycles, from
time to place an order to delivery,
time from product development to
market)
A8:

Q9: What indicators do you use to

monitor the sharing and use of
knowledge?
A9:

Q10: What indicators do you use to

monitor the Value of intellectual
capital? (e.g. intellectual property,
patents, royalties, innovation
rates, new product development)

A10:
© EFQM 2006

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