In the next few minutes you will learn what an excellence model is, the three questions behind every model, and why the best entities treat it as their normal way of working.
A shared picture of a well-run entity
An excellence model describes what a well-run organisation looks like.
How it is led and how it plans
How it treats its people and its customers
What results it achieves
Because everyone uses the same picture, entities can be compared fairly and learn from each other.
The three questions behind every model
Tap each card to open it.
1Approach
What do you do? A clear, planned way of working with a reason behind it.
2Deployment
How widely and how well do you do it? Used across the entity, not only in one team.
3Measurement and learning
How do you know it works, and how do you improve it? Results are tracked and lessons are acted on.
Match each example to its question
Tap an item on the left, then its match on the right.
All matched. Well done!
Show the answers
A written process for handling complaints: Approach
Every service centre uses the same process: Deployment
Complaint times are tracked and the process is improved: Measurement and learning
Quick check
An entity prepares hard for the award, then stops until the next cycle. What is missing?
Show the answer
Using the model as the normal way of working. Excellence is not a one-off project. Assessors look for approaches that run all year and keep improving.
Leana's tip
When you describe any practice, answer all three questions: what you do, how widely you do it, and how you know it works. Most weak answers stop after the first one.
What to remember
An excellence model is a shared picture of a well-run entity.
Every model asks about approach, deployment, and measurement and learning.
The best entities use the model all year, not only before the award.
