Identify, which elements of RADAR have been covered in the following statements from EFQM assessment feedback reports. You can indicate more than one element for one statement.
- Read the statements, which come from a feedback report for criterion 5 (Processes, Products and Services) and criterion 6 (Customer results)
- For each of the 10 feedback statements decide, and record:
- Which element or elements of RADAR the feedback statement relates to (can be more than one!)
- Whether the feedback statement is a “strength” or an “opportunity for improvement” or both
- For each of the 10 feedback statements decide, and record:
RADAR elements for RESULTS are:
Relevance and Usability: Scope&Relevance, Integrity, Segmentation
Performance: Trends, Targets, Comparisons, Confidence
RADAR elements for ENABLERS are:
Approach: Sound, Integrated
Deployment: Implemented, Structured
Assessment and Refinement: Measurement, Learning&Creativity; Improvement&Innovation
For more detailed description of the RADAR elements read the document ‘EFQM RADAR Guidelines’
| Statement | RADAR Element(s): | Strength or Opportunity for Improvement |
| Statement | RADAR Element(s): | Strength or Opportunity for Improvement |
| Example for Results:The customer satisfaction survey results are not segmented; for example by market segment or country. Also, the response rate for the survey is very low. | Segmentation,Integrity | Opportunity for improvement |
| There is no rationale for the targets set for customer related performance indicators. | Targets | Opportunity for improvement. |
| The company uses a wide range of customer related indicators but many do not appear consistent in supporting the strategy of increasing sales in new markets. | Integrity, Scope and Relevance | Opportunity for improvement |
| On time delivery results show a positive trend for the past 3 years; performance exceeds the target set in 2015. | Trends, Targets | Strength. |
| The number of customer complaints has not reduced since 2013. Also, there is no comparison of the performance with other companies. | Comparisons, Integrity | Opportunity for improvement. |
| The company compares its customer satisfaction survey results with other companies in their business sector. However, the comparisons are limited to companies in the local area. | Comparisons | Opportunity for improvement. |
| Example for Enablers:An internal project team recently developed an innovative new design and development process for bespoke solutions. However, this has not yet been fully implemented so the effectiveness is not measured. | Sound,Implemented,Measurement | Strength and Opportunity for improvement |
| The management of processes is clearly structured, including process ownership and supporting documentation. This is based on research from other leading companies in the industry, but has only been implemented for the main operational processes. | Sound, Implemented | Opportunity for improvement |
| A comprehensive annual customer satisfaction survey was introduced 3 years ago and covers all relevant customer segments. This survey is fully aligned to the overall customer service strategy. | Integrated, Measurement | Opportunity for improvement. |
| It is clear that the main operational processes of assembly and packaging are executed effectively and monitored using a range of relevant performance indicators | Sound, Structured, Improvement and Innovation. | Strength and Opportunity for Improvement |
| The company has recently established a number of new ways to improve relationship management with global customers on the basis of learning from leading benchmark organisations. | Learning and Creativity and Sound | Strength and Opportunity for Improvement |
| The current product development focuses on existing customers, but not on potential customers. | Learning and Creativity, Improvement and innovation | Opportunity for improvement. |
