Excellence Implementation

Meter Mauer, Business Excellence manager at Swiss Post, has been one of the most active supporters of EFQM Excellence Model approach. He underlines that the strongest characteristic of EFQM Excellence Model is in its flexibility of application. “We have convinced our management by indicating that even we lose some levels of freedom, we gain much more. The Excellence Model implementation was a great experience in Swiss Post. Since 2006 we have been carrying regular self-assessments every year, and we adjust our approach and learn from the results each time. Regular internal assessments and measurements ensure operative management and continuous improvement.”

The self-assessment process was supported by the GOA-WorkBench® software. Meter Mauer indicates that GOA was the only tool which completely responded to all their requirements as it had a multi-language support, easy survey adapting function, and a user-friendliness that ensures there is no necessity for expensive and long training sessions for people involved in the self-assessment. Additionally, the results can be analysed and viewed immediately after the self-assessment and surveys have been answered – there are no more long hours spent on data gathering and analysis.

Achievements and continuous improvement

GOA-WorkBench® supports continuous improvement process with its specific improvement-planning module Balanced Q-Card that allows prioritising and administrating the improvement ideas in detail. Thus, the management received a clear list of the most urgent issues that should be solved. Additionally, the Post was supported by a personal consultant from the GOA distribution network who advised them about all the questions that emerged.