EXCELLENCE

Q-EXCELLENCE®

the management informations systemthat compiles with the EFQM-Standard

and the Balanced Scorecard

net-w IT-service GmbH Kurzes Geländ 7 86156 Augsburg Germany Telephone: 0049 (0) 821 444 600 Telefax: 0049 (0) 821 444 6099

Table of contents

Q-Excellence Business Information Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Q-Excellence Target Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Information Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5ff

Enablers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7ff

RADAR Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Connection between the EFQM model and the BSC within Q-Excellence® . . . . . . . . 10

Balanced Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11ff

Action- and project monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Competence Centre . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Process Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Document Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

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Q-Excellence® Business Information Portal

The Business Information Portal (BIP) is the fullycustomisable user interface of Q-Excellence®.

The BIP offers fast access to relevant manage-ment information and presents the achieved goalsas a condensed output, regarding objectives,measures and processes.

The BIP may be personalised for each user, thismeans that only information classified as relevantby the user, will be submitted to the manager. Thedecision, which information is important, is nowcompletely up to the user.

Within his authorisation stage, the user can assigncontent from all areas of Q-Excellence®, e.g.targets, enablers, KPIs, processes, projects,actions and more.

The following standard information is available:

- Targets with any linked information e.g., values,status and additional information, Charts andaction plans etc.

- KPIs with Charts, Multi charts, status, additionalinformation and the connection to actions

- Description of processes, Process Scorecards,Pareto analyses and action plans.

- Projects with aims of the project, responsibilitiesand current status

- Trends, which describe the development ofbusiness objectives, KPI's and actions

All data can be joined in groups and can bepresented in the Favourite menu item. The usercan define these Favourites as available to others.

To help to focus on areas of improvement allinformation with the RAG status "red" is presentedwithin the Alert area. The Alert area is the first itemthe user will see when calling up the system.

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Q-Excellence® Target Management

Q-Excellence® is a software suite that enablescompanies to analyse whether and how far, indivi-dual organisational units have reached theiragreed targets.

As part of a comprehensive quality-managementsystem (TQM), Q-Excellence® is based on theEFQM-Standard, which is recognised throughoutthe whole of Europe.

The EFQM model provides the foundation for theQ-Excellence® Target Management System. Q-Excellence®, in turn, is an information platformand updating tool all in one, providing theopportunity to present and enter different types ofresults and enablers for individual departmentsand/or teams, and to allocate specific results tospecific enablers. All data may be entered andallocated individually, built up in a hierarchy andcompared in groups. Specific action plans can bedefined on this basis and consistently monitored.The data can be processed by the year, and canbe continued over any number of years. Q-Excellence® is an established intranet software,developed together with the BMW AG, and afterhaving completed an extended pilot phase is nowsuccessfully in international use.

Q-Excellence® is able to process further manage-ment models e.g. the Malcom Baldrige model.

Q-Excellence® is divided into two major areas:

The information platform, available to eachinterested user of the organisation, and theadministration area to maintain data by using asophisticated authorisation system.

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Reporting period

Language

Departments (token)

Results

RADAR assessment

Enablers

Administration

Competence Centre

Balanced Scorecard

The Information Screen is the section of the pro-gram providing access to all information. It startswith the entry page leading into the system, fromwhere the user can change over into theupdate/administration section. Q-Excellence®allows and supports a multilingual approach and

may be expanded to suit requirements. In thebasic version English and German are available.

Within in the Navigation Screen, the user canselect any of the menu items in the upper menulines.

Analyses

The Information Screen

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Projects and Actions

Departments

Process Management

Documents

In the first line of the menu all defined resultcategories are shown, these are the main groupscomprising the individual results. The Navigationscreen may be configured differently for eachdepartment.. Also, choosing a specific type ofresult, i.e. People Results, Customer Results,Society Results and Key Performance Results, theuser can obtain a list of all results in the lower halfof the screen, as defined by the selected depart-ment. Target and actual values, together with theappropriate unit and RAG status are shown foreach result.

Should a result be presented together with specificinformation, either through an additional comment

or a URL (= another link to pages in theInternet/Intranet comprising more information), theuser can retrieve this information via the "i" underinfo. If a result is underlined, the user knows that atleast one enabler has been defined in this case forthe actual achievement of the result. AssignedProjects and Actions are shown in the columns A(Actions) and P (Projects) and can be accessed byclicking on the respective icon. Scorecards andMulti charts may be accessed the same way, byclicking on the icon Reports (R) or Multi charts (M).

Enabler assigment

Result hierarchy

Status information Charts

The Information screen

Results

Result info

Results

5Action

ProjectDate sheet

Scorecard

Multi chartSelection by month

If any given result has been linked to lower-level orhigher-level results, the user can visualise theresult hierarchy by means of the tree structure iconpresented when there is a hierarchical link.Clicking on this sign will automatically openanother window presenting the result itself with all

the status information for the department involvedand all departments/teams linked to it arepresented in hierarchical structure, so that an over-view of the development within the hierarchy isprovided.

Result hierarchy

The Information screenResults

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In the second line of the menu all defined enablercategories are shown, these are the main groupscomprising the individual enablers. Choosing aspecific type of enabler, i.e. Leadership, People,Processes and Partnerships & Resources, theuser can now obtain a list of all enablers in thelower half of the screen, as defined by the depart-ment chosen. Target and actual values, togetherwith the appropriate unit and RAG status, theMeasurement, the person responsible and thedeadline are shown for each enabler.

An enabler underlined in the table is connected toa link showing that the enabler involved is linked tospecific results. When clicking on such an enabler,the user will open a window listing all results thedepartment chosen has assigned to the enablerinvolved. Assigned Projects and Actions are shownin the columns A (Actions) and P (Projects) andcan be accessed by clicking on the provided icons.

The Information screen

Enabler

Enabler

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If any given enabler has been linked to lower-levelor higher-level enablers, the user can visualise theenabler hierarchy by means of the tree structuresign presented when there is a hierarchical link.Clicking on to this sign will automatically openanother window presenting the enabler with all the

status information for the department involved. Alldepartments/teams linked to this are thenpresented in a hierarchical structure.

Enabler hierarchy

If any given enabler has been linked to lower-levelor higher-level enablers, the user can visualise theenabler hierarchy by means of the tree structuresign presented when there is a hierarchical link.Clicking on to this sign will automatically openanother window presenting the enabler with all thestatus information for the department involved. Alldepartments/teams linked to this are thenpresented in a hierarchical structure.

The data can be processed by the month, also anannual history for enabler and results is available.Data is updated on an annual basis, but resultsand enablers may be maintained as required overa number of years without requiring any kind ofnew annual registration.

The flexibility of the program makes is possible tospecify and display vertical and horizontal inter-actions between measures, results and depart-ments. All items of data, whether in the form of textor values, are stored in a relational database, andtherefore are comparable.Analyses are presented with all theirinterconnections and, wherever possible,graphically in diagrams. Each page may be printedout.

If results or enablers have not been updated by thetime agreed, the responsible administrator willreceive an automatically generated emailmessage, provided by the configurable remindersystem.

The Information screenEnabler

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The Information screenRADAR Assessment

The results and enablers already entered built thebasis for the RADAR assessment, which isavailable for each department. The RADAR menu,in the administration area, supplies all necessaryinformation to the responsible assessor. Net dia-grams, Charts, actual values and additionalinformation are presented in condensed form. Theevaluation can take place quickly and withoutannoying gathering of data.

Results and enablers are assigned to their sub-criteria by the responsible Assessor on this place,because expert knowledge is necessary on thispoint. The automatically generated evaluation

book is conform to the EFQM standard. The scorecomputation is likewise generated automaticallyand is visible in the Information screen as soon asan evaluation has taken place.

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10

Leadership ProcessesKey-

PerformanceResults

People Results

Ressources

Enabler

Customer Results

Society Results

Policy & Strategy

People

Results

Processes

Finances

DocumentManagement

ProcessManagement

Customers

Projects

Actions BSC

Innovation &Learning

The employment of the Balanced Scorecardenables organisations, to make the achievementof their aimed business objectives consequentlymeasurable as the conversion of their vision andstrategy.

The measuring of both, the hard factors - as forexample the classical financial results, and the so-called soft factors e.g. the adaptability of anorganisation, and their linkage with one another,characterise the Balanced Scorecard.

The fundamental difference to the EFQM Model isthat the Balanced Scorecard is designed tocommunicate and assess strategic performance,whereas the Excellence model sets the focus onencouraging the adoption of good practice acrossall management activities of the organisation.

The two approaches can add a useful dimension toone other by leveraging the knowledge andinsights that each of the Models provides for theorganisation. It is about enriching the managementdialogue and process by providing additionalresources of intelligence. In using the two, amanagement team can foster a deeper dialogueabout performance supported by an end to endanalysis of the organisation's performance fromstrategy to operations and process quality. BothModels clearly play a vital role in the strategy andbusiness-planning spectrum.

The Q-Excellence® Balanced Scorecard wasdeveloped together with the experts of the BMWAG.

The Information screenBalanced Scorecard

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The Information screenBalanced Scorecard

The integrated BSC offers among other things thefollowing functions:

- A Multi-user system by consistent application ofWeb technology.

- Multilevel definition of access rights for users.

- Complex organisational structures can berepresented in an open structure. (Ranging fromhead departments and departments up to costcentres and individual responsible persons).

- An unlimited number of perspectives can bedefined. Perspectives can also be registered for anindividual department.

- Additional information to objectives, measures,actions and responsibilities can be deposited justlike appropriate documents.

- All values may be overwritten manually.

- Cross-linking with EFQM results can berepresented.

- The possibility to aggregate cross-organisationalvalues is provided.

- Notification- and memory functions are includedand can be defined.

- Actions may be defined and monitored by meansof Action cards.

- All associated projects and their status can besupervised in the project monitor at a glance.

The project status can be indicated referring to themeasures or to the results.

- The BSC cockpit gives an overview over all per-spectives related to the organisational unit-.

- The target values are displayed time elapsed withtheir appropriate status (red, green, amber).

- A comparison between organisational units (sub-ordinated units) is presented.

- Time units available are year, half-year, quarter,month and week.

- Consistent drill down functionalities for organisa-tional units, measures and time are provided.

- Overlapping evaluation possibilities via Chartgenerator.

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The Information screenProject- and Action monitoring

Additionally Q-Excellence® offers the possibility toassign Action maps to results, KPIs, enablers, pro-cesses or projects.

As soon as an action is defined, an Icon in thecolour of the chosen RAG status is assigned to theparticular process, result, KPI etc. Clicking on theaction icon gives access to the Action cart thatcomprises all defined actions, measures, status,additional information and responsibilities. To eachAction map infinite user defined actions can beattached.

Q-Excellence® offers the possibility to allocateprojects and their current status as additionalinformation to results, enablers. Projects may alsobe assigned to KPIs or processes.

The following information can be filed in the Projecttool.

- Project manager, deputy and project team.

- Description of the project, project start and pro-ject end.

- Current project status and project-progress.

- Description of measures and risks.

- Description of goals, milestones, specialistdepartments involved etc.

- Project related documents.

- Sub-projects to each project.

- Project evaluation.

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The Competence Centre offers the possibility toplace suggestions and questions. The responsiblepersons EFQM - or system specialists can answerthe questions and assess the suggestions.

As soon as a further suggestion is entered allresponsible persons receive an email notification.Those are then responsible to process the sug-gestion or question. Questions or suggestionsalready posted as well as the answers areaccessible to all users.

In the Competence centre a communication toolfor the EFQM team is available. Messages can beexchanged, minutes can be attached and technicalquestions can be discussed. The User help

functions for Administrators and Operators arealso available in this menu.

The menu option FAQ answers questionsfrequently placed to EFQM and to the software.

Competence Centre

The Information screenCompetence Centre

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The Information screenProcess Management

The program section Process Management showsall defined processes according to a particularlevel of the organisation. All defined information isrepresented on a summary page, the ProcessPlan.

The structure of the Process plan is automaticallygenerated, dependent on the hierarchy defined inthe Q-Excellence departmental administration.The process plan provides information about theareas of expertise, the processes, the processinput and output.

Processes are displayed in process groups brokendown to single processes. The single process may

be selected via mouse click. The system then dis-plays in a table the process sheet with informationabout the defined process steps, the input andoutput, the process owner and process team, thestatus etc. Binding documents and tools may be accessedfrom the process sheets. The self assessment ofthe process is shown by using RAG colours and byproviding access to the Process Scorecards.

The self assessment of the process with theappropriate Process Scorecards is a furthercomponent of the information just like the measureplans (Action cards).

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The Information screenDocument Management

The module Document Management shows alldefined documents in reference to the organisa-tional unit. The following main categories areavailable:

- Results- Enablers- KPIs- Action cards- Projects- Processes and - General documents.

Sub-categories are created automatically tofacilitate the orientation. Departments ordocuments may be found by using the searchfunctions.

All documents which are assigned to a main orsub-category can be accessed with the appro-priate administration rights.

All the necessary information e.g. responsibility,status, version number, description, key words etc.can be attached to documents.

Organisational units can be selected by means ofthe selection list or by using the search function.Within each organisational unit there is a searchfunction for documents.

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