Business Excellence through the EFQM Model with Special Reference to DEWA Company

This assignment analyzes the degree of excellence of Dubai Electronic and Water Authority (DEWA) Company using the EFQM model. It focuses on establishing the standard performance excellence level and identifying any gaps. The analysis recommends implementing a lean supply chain management strategy to improve efficiency. The DEWA Company overview, criteria for improvement, and theory of business excellence are discussed.

Business Excellence through the EFQM Model
With Special Reference to DEWA Company
Student Details
6/29/2019

BUSINESS EXCELLENCE EFQM MODEL
Executive Summary
It is important for every business to have excellence in their working activities. With
the word excellence, it means that the functions of business done with perfection. It may be
related to production, distribution, marketing, management, etc. These all functions of
management needed to be integrated together in order to provide Excellency in operations,
this, in turn, help the organization to achieve profit in the long run. In this assignment, the
degree of excellence of Dubai Electronic and Water Authority Company is analyzed with the
help of the EFQM (European Foundation for Quality Management) model. This analysis was
done by reviewing different components of this model like criteria, concepts, and theory, and
relating it with the functioning of DEWA Company of Dubai. The aim of this analysis is to
determine the excellence level of the selected organization. It also focuses on establishing the
standard performance excellence level and comparing the actual performance of the
organization in order to identify any gaps in between them. The identified performance
excellence gaps then tried to fill up with the help of an effective supply chain management
strategy. This strategy can help electronic and water supply company of Dubai that is DEWA
in supplying their energy mix efficiently.
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BUSINESS EXCELLENCE EFQM MODEL
Executive Summary...................................................................................................................1
EFQM Model.............................................................................................................................3
Fundamental Concepts...........................................................................................................3
Criteria of Model....................................................................................................................3
RADAR..................................................................................................................................3
Analysis of DEWA Company through the EFQM Model.........................................................4
DEWA Company Overview...................................................................................................4
Criteria for Improvement in DEWA Company......................................................................4
Theory of Business Excellence..............................................................................................7
Recommendation for Excellence...............................................................................................8
Lean Supply Chain Management Strategy.............................................................................8
Bibliography.............................................................................................................................12
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BUSINESS EXCELLENCE EFQM MODEL
EFQM Model
The European Foundation for Quality Management model that is helpful in
identifying and maintaining the excellent level of any company in the market. It is the most
widely used tool for improvement by various business firms. EFQM model is based on the
Total Quality Management concept (EFQM, 2013).
In order to identify and maintain operational as well as functional excellence of any
organization there are three elements of the model that are:
Fundamental Concepts
These are the eight in number and together provide a fundamental basis to the EFQM
model. These concepts include sustaining outstanding results, managing with agility,
succeeding through the talent of people, etc.
Criteria of Model
These criteria of this model help in establishing excellence measures in an
organization, such as leadership, people, Partnerships & Resources, Processes, Product and
Services, etc.
RADAR
This is the combination of four elements helps in questioning different measures in an
organization.
This model is designed to give assistance to various business in increasing their
excellence level, however, it must be understood that the model is flexible as per the
requirements of different organizations (Gomez, 2011). All components of the EFQM model
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BUSINESS EXCELLENCE EFQM MODEL
here is going to analyze the excellence level of DEWA organization and recommend
improvement as well as supply chain strategy.
Analysis of DEWA Company through the EFQM Model
EFQM excellence model can help in providing a brief overview of DEWA Company.
It is going to be analyzed in paragraphs given below.
DEWA Company Overview
Dubai Electronic and Water Authority is a public limited company in Dubai. This
company is a company known as DEWA, established in 1992. Sheikh Maktoum bin Rashid
Al Maktoum is the person, who established this company (DEWA, 2019a). The aim of this
company is to regulate activities related to electricity as well as water supply in various
regions of Dubai. It focuses on the arrangement of an adequate amount of water as well as
electricity to people of Dubai. The mechanism, as well as functions of the company, is
remarkable. Earlier the company was just making use of conventional gas-fired power plants,
however recently in the past year, the company also started to use solar power in order to
provide a jump to its energy mix (DEWA, 2019b).
Criteria for Improvement in DEWA Company
These are the criteria that in together can help to bring sustainability in the
organization with the help of DEWA model. Nine criteria identify and analyze the excellence
level of DEWA Company however; in this assignment, only two criteria are analyzed.
Partnerships & Resources
The partnership among DEWA and its various partners like supplier, distributors, etc helps
the organization in making effective use of resources as well as profitability in the end. The
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impact of the partnership with various partners can help DEWA organization to succeed. The
company should formulate such policies, strategies as well as effective operations in order to
bring strength in their functioning. The concepts of the EFQM model focuses on overall as
well as outstanding sustainability of DEWA organization. With this view, the company focus
on building healthy relations with its partners. Partners are the people that have some stake in
the company. It is important for the company to bring and maintain healthy relations with
their suppliers.
The relationship between DEWA Company and its partners and suppliers can be
considered sustainable as it is based on some parameters that bring various characters of the
company’s relationship (DEWA, 2019c). The relationship with various partners is equitable,
bearable, and viable. Hence, this in combination brings sustainability. They adopt some
techniques to build sustainable relationships with their partners like frequent communications
with them, offering various rewards in special events, enhancing the services towards them,
launching offers/programmes that focus on providing benefits to partners of company, etc.
There are many more ways, which can help DEWA in building sustainable relationships with
their partners. The value to customers as one of the main partners of DEWA must be added in
the functioning of the company. The energy mix they provide must be delivered to customers
by following the concept of providing value to them (DEWA, 2019d). There are also other
methods to bring sustainability in relationships with partners like effective engagement of
partners, understand their relationships with the company and brand, respond to their every
concern, etc. It is recommended to DEWA Company, it should look into all measures due to
which they can build sustainable relations with their employees.
The management of various resources of the DEWA Company is done by taking into
consideration the concept of scarcity of resources. This is important to make sure that the
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company is making use of resources in an effective manner so that wastage of resources as
buildings, plants, machinery, etc can be avoided. In DEWA Company, which is mainly
established for providing energy mix to people of present around them, the measures of
analyzing excellence level depend upon the sustainable use of various resources by the
company. It is advised to DEWA Company to use its resources in a way that the resilience of
ecosystem and business can be maintained on the other hand benefits can be achieved. One of
the major assets of DEWA Company is its human resources. They needed to be managed and
monitored efficiently in order to bring success to organization.
Processes, Product, and Services
In these excellence determination criteria, the focus of the company lays on its various
processes, products as well as services (Porter & Tanner, 2012). The company uses
productive processes in making and delivering water as well as energy to various regions of
the country. The processes of the company are based on the sustainable development
mechanism. DEWA Company creates a sustainable future for them by providing services to
its people and managing the mechanism of the company in such a way to increase future
productivity of the company. The leadership of the company and its various managers is
being based on efficient vision, inspiration as well as integrity of its various leaders (Hoch,
2013). The capability of DEWA Company to think upon situations and react accordingly is
its agility management. This focuses on to identify the efficiency of organization with the
mechanism of total quality management initiative in its various processes. With the help of
this initiative as well as an applied model of EFQM, the growth parameters of the company
can be fixed as well as monitored on a fixed interval of time.
The services provided by the company are getting innovated as well as creative
gradually with the passage of time by the company (Cummings & Worley, 2014). It is based
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on continues development mechanism. Recently the organization adopted solar energy saving
processes in order to bring cost-effectiveness in the mechanism. The Company harness the
measures to bring creativity and innovation in their products and services. Major services
provided by the company are “Al Namoos ONE STEP Getting Electricity”, “Electricity
Connection Cost Calculator”, NOC for building/Demolition/Infrastructure, Supervisory
services, Network Modification services, and many more. The company bring time-to-time
innovations in its services by adding smart Applications, green charger electric vehicle
charging stations and Shams Dubai services of consultants.
Integrated effect of various components of the EFQM model can help DEWA
organization to increase the productivity of its various functions such as production,
marketing, finance, supplying, etc. European Foundation for Quality Management model
deals with the degree of excellence, which has related to the excellence of departments,
functions, levels, materials, products, human resources, etc (Nazemi, 2010). This in turn can
help DEWA organization to bring sustainability in its various processes as well as product
and services.
Theory of Business Excellence
According to the EFQM model the organization can also adopt a business excellence
theory, that must focus on bringing such measures that can help the organization in maintain
productivity in the long run. This productivity, in turn, can help companies in being profitable
in the long run. In this assignment, “Excellence Theory” of public relations is used (Graen &
Schiemann, 2013).
In the excellence theory of management, the maintenance of relationships of DEWA
organization with various stakeholders is analyzed and tried hard to maintain. The motive of
this theory is to maintain public relationships in such a way that their value can bring
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BUSINESS EXCELLENCE EFQM MODEL
monetary benefits for the DEWA organization. The International Association of business
communicators develops this excellence theory around 1985.
This theory focuses on bringing excellence in the supply chain of the company so that
various energy supplies can be bought within the doors of people. The excellence theory
values lie between relationships of an organization as well as the public. In order to achieve
and goals of the organization, the relationship with the public always plays a very important
role for DEWA Company. As this company directly deals with the necessity of human
beings, it is of utmost importance for a company to maintain healthy relations with its
customers. The organization is dealing in energy mix supply to various people. This can be
made possible due to the excellence of DEWA in its activities.
The integrated effect of two criteria as well as theory based on EFQM model can help
DEWA company in building sustainable relationships with its partners, bring excellence in its
operations and provide innovative services to its customers effectively (Saizarbitoria,
Marimon, & Casadesús, 2012).
Recommendation for Excellence
The in-depth analysis of the EFQM excellence model and the impact of its
components on functions of DEWA organization concluded that it is important for the
organization to become competitive in the market. This can be possible if the organization
gain excellence in its function, which can be possible with the help of the EFQM model that
is discussed above.
Lean Supply Chain Management Strategy
It is recommended to DEWA organization to opt for “Lean Supply Chain
Management Strategy”, to manage and increase the productivity of their supply chain
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(Schniederjans, Schniederjans, & Cao, 2018). According to this management, the strategy of
the supply chain, the extra cost, and wastage of time are cut in the chain. In simpler words
this type of supply chain focusing on cutting extra cost and time in supplying of products as
well as services from producer to consumers (Machado, Grilo, & Cabral, 2012). This supply
chain is usually adopted by an organization which does not deal in the product, infect they
deal in such services or sometimes such products which can be delivered to end consumers
without involvement of agents present in between. It helps the organizations in cutting cost
and time value from the supply chain.
The main function of DEWA organization is to supply the produced electricity as well
as collecting water from its various divisions to the households of Dubai. This is the core
function of the organization to supply its products to the ultimate customers (Golicic &
Smith, 2013). In order to make supply prominent and effective, it is important for DEWA
organization to make its supply chain productive and efficient. This can be possible with
proper management of the supply chain of the organization. It is recommended to company
and every other organization also, which is present in this industry to opt for some supply
chain management strategy to increase the efficiency of their supply chains.
It is especially advised to DEWA organization to opt for Lean Supply chain management
strategy and make their supply chain a lean supply chain. This, in turn, can help the
organization in supplying electricity as well as water from one place to another without the
involvement of much in between agents (Kim & Cho, 2010). It is also noted that DEWA
Company must focus on some points while choosing its appropriate supply chain strategy.
Some of these points are green-based mechanism of supply chain, low cost, increased
productivity, etc. With this, the company will be able to provide its various services to
customers in a very efficient manner. This can make supplying process easy, quick, and time-
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consuming as well as efficient. Here are some principles of Lean Supply Chain Management
Strategy:
 Production and Delivery Synchronisation
In DEWA organization, the supply chain should focus on the synchronization of various
supply chain activities that starts from the production unit and ends on end consumer unit.
The synchronization is important to make an effective sequence of various activities involved
in the supply chain of the organization (M.A.Hoque, 2011). This can bring smoothness in
functioning.
 Strategic Alliances
It is important for DEWA organization to bring some partners in their supply chain that
can make the function of organization effective. This has the ability to bringing excellence in
delivering electricity as well as water to every household they can cover and overcome the
problem of scarcity. The alliance of DEWA organization with its various supply chain
partners must be based on strategic planning, selection and partnership (Cummings &
Holmberg, 2012).
 Collaboration of Network
The supply chain network of companies must be based on some continues activities that
in together have the capacity to bring collaboration in the functioning like supplying of the
energy mix to various households (Siddiqi, Kajenthira, & Anadón, 2013). With collaboration,
it means that the DEWA company must integrate the activities, partners, human resources,
other resources’ in the supply chain in such a very that all these activities can in together
bring excellence in the functioning of DEWA company.
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BUSINESS EXCELLENCE EFQM MODEL
 The integrity of Innovation and Sharing
The whole supply chain of DEWA Company must be based on the principle of lean
supply chain management, as it can help the organization in bringing excellence in their
working. This, in turn, can help the organization in focusing on its other divisions also, like
research and development, innovation and sharing the knowledge with the world
(Narasimhan & Narayanan, 2013).
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