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Quality Standards

Julie Allen Consulting is approved to help organisations achieve a variety of Quality Standards.

 

EFQM INNOVATIONS LENS

Why an EFQM Innovation Lens?

Innovation has never been more important. Properly understood and applied it can help any organisation grow faster, be more agile and unlock new forms of value. However, creating a self-sustaining culture of innovation can be hugely challenging.

At EFQM, we aim to help organisations improve their performance and to meet this aim one of our services is to offer data-driven, analysis-based tools to give organisations meaningful insights, empowering them in their journey towards becoming outstanding.

One such analysis-based tool is this Innovation Lens. It is designed to help organisations understand what innovation means for them and challenges them to focus on developing new products, services, solutions and ways of working to add new value. It supports organisations in the development of processes that will enable sustainable innovation, provides a measure against which they can assess innovation performance and confirms evidence of innovative activity.

What are the benefits of using the EFQM Innovation Lens?

 The Innovation Lens allows an organisation to assess its level of innovation maturity against a comprehensive suite of indicators that are structured against the titles of:

  • Improved economic performance, (higher revenue growth) through new product, process, service or solution development and delivery
  • Improved customer satisfaction and loyalty is achievable as a direct result of a successful Innovation programme that helps to embed the thinking and the mindset
  • It offers the opportunity for deeper employee engagement and motivation
  • It helps an organisation understand what innovation means for it and challenges it to focus on developing new products, services, solutions and ways of working;
  • It supports an organisation in the development of processes that will enable sustainable innovation
  • It provides a measure against which an organisation can assess innovation performance and evidences innovative activity;
  • It offers the potential for an organisation to achieve competitive differentiation and market space
  • It offers the opportunity for external recognition that allows an organisation to publicly celebrate its success
  • It opens the door for an organisation to become part of a cross-sector EFQM Innovation Community that is focussed on wealth creation and improving standards.

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EFQM Gold Star Customer Service Excellence Award

The Gold Star Customer Service Excellence Award is designed to bring professional and effective international customer service practices into common use by Northern Ireland businesses. The aim is to provide SME’s with an effective improvement tool to help them deliver services at home and abroad by putting customers and customer support systems at the core of what they do.

The Benefits

Participation in Gold Star will deliver real & tangible benefits: - You really have to focus on your customer, which adds to the bottom line, making your organisation more profitable by:

  • Promoting customer loyalty
  • Building your brand & reputation
  • Making your staff happier in their work
  • Separating you from your competition
  • Making suppliers want to work with you
  • Community respecting, supporting and valuing you
  • Simply put: it “Builds a Better Business”

How we do it?

1. Complete an assessment

  • You answer 42 questions about your customer service policy, processes and measurements
  • You reflect on your business, giving honest answers
  • Your Advisor brings insight and understanding

2. Identify the areas of strength & under performance.

3. Agree an action plan to move the underperforming areas to a minimum standard. You receive: -

  • Half day assessment support
  • Half day action planning support
  • 4 x 1 hour mentoring sessions

4. When you are ready to apply for the Gold Star accreditation, an evaluation of your progress is made by an appointed ‘Validator’.

5. If the required standard of performance is achieved then you are accredited as “Service Excellence Gold Star”.

 

 

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