EFQM Model
Introduction
EFQM (European Foundation for Quality Management ) is a not for profit membership foundation founded in 1988. It is the primary source in Europe for organizations of all sizes and sectors, both private and public, looking to excel in their field and in their business. It works closely with similar organizations in the USA, Japan and other countries around the world. It is now the most widely used organizational framework in Europe and it has become the basis for the majority of national and regional quality awards.

EFQM self-assessment process?

  • It is a comprehensive, systematic and regular review by an organization of its activities and results referenced against a model of excellence.
  • It allows an organization to discern clearly its strengths and areas in which improvements can be made and culminates in planned improvement actions that are monitored for progress.
  • Model
    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 organisation achieves. 'Results' are caused by 'Enablers' and 'Enablers' are improved using feedback from 'Results'.

    Leadership (10%)

    • Leaders develop the mission, vision and values and are role models of a culture of excellence
    • Leaders are personnally involved in ensuring the organisationís management system is developed, implemented and continuously improved
    • Leaders are involved with customers, partners and representatives of society
    • Leaders motivate, support and recognise the organisations people
    Policy and strategy (8%)
    • Policy and strategy are based on the present and future needs and expctations of stakeholders
    • Policy and strategy are based on information from performance measurement, research, learning ande creativity realated activities
    • Policy and strategy are developed, reviewed and updated
    • Policy and strategy are developed through a framework of key processes
    • Policy and strategy are communicated and implemented
    People (9%)
    • People resources are palnned, managed and improved
    • Peopleís knowledge and competencies are identified, developed and sustained
    • People are involved and empowered
    • People and the organisation have a dialogue
    • People are rewarded, recognised ande cared for
    Partnership and resources (9 %)
    • External partnerships are managed
    • Finances are managed
    • Buildings, equipment and materials are managed
    • Technology is managed
    • Information and knowledge are managed
    Processes (14%)
    • Processes are systematically designed and managed
    • Processes are improved, as needed, using innovation in order to fully satisfy and generate increasing value for customers and other stakeholders
    • Products and services are designed and developed based on customer needs and expectations
    • Products and services are produced, delivered and serviced
    • Customer relationships are managed and enchanced
    Customer results (20%)
    • Perception measures
    • Performance indicators
    People results (9 %)
    • Perception measures
    • Performance indicators
    Society results (6%)
    • Perception measures
    • Performance indicators
    Key performance results (15%)
    • Key performance outcomes
    • Key performance indicators

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