Abstract
The EFQM Excellence Model is a tool for organisational development based on self-assessment against a detailed framework. The model was developed from the Baldridge Award in the United States and is now widely applied by both public and private sector organisations. It is strongly promoted by the Cabinet Office as a means of achieving world class competitiveness in commercial organisations and best value in not for profit settings. The only English school to win the UK Quality Award is a special school, Foxdenton School and Integrated Nursery in Oldham, Greater Manchester.
This paper describes the quality journey of Foxdenton School over some 27 years as it has aimed for excellence. Opened in 1973, Foxdenton is a primary school, which caters for pupils with special needs arising from a physical or medical condition. Since 1974 it has successfully operated in a competitive environment and the paper shows how the model, and the TQM principles underpinning it, were used to develop a service which over fifteen years has made Champions of its children and not merely satisfied but delighted their parents. The article considers the constraints faced by schools in the present climate and how the enabling elements of Leadership, Policy and Strategy, People Management, Management of Resources and Processes were applied to drive forward a policy of continuous improvement. It goes on to describe the outcomes achieved in terms of Customer Satisfaction, People Satisfaction, Impact on Society and overall Results.
The article concludes that the model, which promotes clarity of vision and purpose, identifying and involving stakeholders, staff development, up-beat communications, an evaluative culture, a Can-do ethos and a drive for continuous improvement, when applied enthusiastically, can make any organisation special.
Background Information
Mel Farrar is Head Teacher of
Foxdenton School, Oldham an Ofsted Inspector, an Assessor for Charter Mark and
EFQM, and a Judge for the NW and SW Quality Awards. Lesley Powell is Deputy
Head Teacher at the school and has been a main contributor to the development
and implementation of quality systems since 1973.
Relevant Publications:
Farrar M.R. 1991 Close to the
Customer: a Modus supervivendi for the special school in Bower (Ed.) al,
Schools, Services and special educational needs: Management Issues in the wake
of LMSS, Perspective Press 1991. Farrar M.R. 1992 "Close to the Customer"
Primary Health Care Management 1992 Volume 2, Number 12. Farrar M.R. &
Crabtree H 1999 Achieving Customer Loyalty in an Educational Market Place Total
Quality Management Vol 10 Numbers 4 & 5 July 1999.
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