The European Foundation for Quality
Management (EFQM) Excellence Model, is a
self-assessment framework for measuring the strengths and areas for improvement
of an organisation across all of its activities. The term ‘excellence’ is used
because the Excellence
Model focuses on what an organisation does,
or could do, to provide an excellent service or product to its customers,
service users or stakeholders.
The EFQM Excellence Model is a framework (below) which helps
organisations to identify their strengths and the areas in which they need to
improve. The Model covers organisations results and the processes needed to
achieve them. The framework helps managers and staff to understand how to integrate
quality initiatives and how to use the tools they need to improve continuously.
- As a tool for Self-Assessment.
- As a way to Benchmark
with other organisations.
- As a guide to identify areas for Improvement.
- As the basis for a common Vocabulary
and a way of thinking.
- As a Structure
for the organisation's management system.
The EFQM Excellence Model is a
non-prescriptive framework based on nine criteria. Five of these are ‘Enablers’
and four are ‘Results’. The ‘Enabler’ criteria cover what an organization does.
The ‘Results’ criteria cover what an organization achieves. ‘Results’ are
caused by ‘Enablers‘.
The Model’s 9 boxes, represents the criteria
against which to assess an organization’s progress towards excellence.
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