Regardless of sector, size, structure or maturity, to be successful, organisations need to establish an appropriate management framework.  The EFQM Excellence Model was introduced at the beginning of 1992 as the framework for assessing organisations for the European Quality Award. It is now the most widely used organisational framework in Europe and it has become the basis for the majority of national and regional Quality Awards. The EFQM Excellence Model is a practical tool that can be used in a number of different ways:As a tool for Self-AssessmentAs a way to Benchmark with other organisationsAs a guide to identify areas for ImprovementAs the basis for a common Vocabulary and a way of thinkingAs a Structure for the organisation's management system The EFQM Excellence Model is a non-prescriptive framework based on 9 criteria. Five of these are 'Enablers' and four are 'Results'. The 'Enabler' criteria cover what an organisation does. The 'Results' criteria cover what an...

This paper outlines a new generation of consumers, Generation C. Generation C demands more control of the products and services they buy than any other generation The term was originally coined by trendwatching.com An extract from Generation C. “In our new world, customers co-create products and services. For example, the Procter & Gamble Connect and Develop programme now produces more than 35% of the company’s innovations (P&G has launched more than 100 new products for which some aspect of development came from outside the company).Consumers can also create their own enterprises. Sony PlayStation2’s Noiseupthesuburbs.com invites the emerging generation of DIY music pioneers, from bedroom DJs to pirate radio and independent label founders, to make use of its music-making software.

Higher levels of trust in business are known to reduce costs and improve business performance. This paper proposes a framework to help organizations monitor the efficiency of their business practices for indicating trustworthiness to stakeholder groups.  In Part I various trust indicators for customers are examined. Part II, contained in a separate document, examines trust indicators for investors.  New trust concepts are introduced and a novel framework is proposed for classifying conditions that indicate trust (such as the presence of name-brand products, organizational transparency, and warranties).  Examples are used to demonstrate various ways in which the framework can be applied to measure trust indicators for customers.

BT shares its belief that creating stakeholder value is the route to creating enlightened values and demonstrates how this works at BT. To see more go to www.bt.com/betterworld.

BT tool linking CSR directly to customer satisfaction and profit and building on BT Enlightened Values paper. To see more go to www.bt.com/betterworld