EFQM helps understand the gaps between
where you are now and where you
want to be in respect of excellence,
enabling solutions to be stimulated.
The EFQM is committed to researching
and updating the Model with the
inputs of tested good practices
from thousands of organisations
both within and outside of Europe.
In this way we ensure the model
remains dynamic and in line with
current management thinking.
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| Philosophy |
| "Excellent
results with respect to Performance,
Customers, People and Society
are achieved through Partnerships
and Resources, and Processes." |
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The Fundamental
Concepts of Excellence
The EFQM Model is a non-prescriptive framework
that recognises there are many approaches
to achieving sustainable excellence. Within
this non-prescriptive approach there are
some Fundamental Concepts, which underpin
the EFQM Model. These are expressed below.
There is no significance intended in the
order of the concepts. The list is not
meant to be exhaustive and they will change
as excellent organisations develop and
improve.
Results Orientation
Excellence is dependent upon balancing
and satisfying the needs of all relevant
stakeholders (this includes the people
employed, customers, suppliers and society
in general as well as those with financial
interests in the organisation).
Customer Focus
The customer is the final arbiter of product
and service quality and customer loyalty,
retention and market share gain are best
optimised through a clear focus on the
needs of current and potential customers.
Leadership & Constancy of Purpose
The behaviour of on organisation’s
leaders creates a clarity and unity of
purpose within the organisation and an
environment in which the organisation
and its people can excel.
Management by Processes & Facts
Organisations perform more effectively
when all inter-related activities are
understood and systematically managed
and decisions concerning current operations
and planned. Improvements are made using
reliable information that includes stakeholder
perceptions.
People Development & Involvement
The full potential of an organisation’s
people is best released through shared
values and a culture of trust and empowerment,
which encourages the involvement of everyone.
Continuous Learning, Innovation
& Improvement
Organisational performance is maximised
when it is based on the management and
sharing of knowledge within a culture
of continuous learning, innovation and
improvement.
Partnership Development
An organisation works more effectively
when it has mutually beneficial relationships,
built on trust, sharing of knowledge and
integration, with its Partners.
Public Responsibility
The long-term interest of the organisation,
and its people, are best served by adopting
an ethical approach. This also includes
exceeding the expectations and regulations
of the community at large.
Overview of the EFQM Excellence Model
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 organisation does.
The ‘Results’ criteria cover
what an organisation achieves. ‘Results’
are caused by ‘Enablers’.
The Model, which recognises there are
many approaches to achieving sustainable
excellence in all aspects of performance,
is based on the premise that:
"Excellent results with respect
to Performance, Customers, People and
Society are achieved through Partnerships
and Resources, and Processes."
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