EFQM Excellence Model, The European Foundation for Quality Management (EFQM) (1991)

The EFQM Excellence Model is a framework developed by the European Foundation for Quality Management (EFQM) to help organizations assess and improve their overall performance and drive excellence. Introduced in 1991, the model provides a holistic approach to organizational excellence, taking into account various dimensions of performance and the interrelationships between them.

The EFQM Excellence Model is based on the principle that sustainable success and excellence are achieved through a focus on key stakeholders, effective leadership, a strong culture of excellence, and a systematic approach to continuous improvement. It encompasses nine criteria grouped into two main categories: enablers and results.

The Enabler Criteria focus on the key drivers that enable an organization to achieve sustainable excellence. They include:

  • Leadership: How leaders develop and communicate the organization’s vision, values, and strategy, and how they inspire and engage people at all levels.
  • People: How the organization manages and develops its people, promotes a positive work environment, and fosters employee satisfaction, well-being, and development.
  • Strategy: How the organization sets its strategic objectives, plans for the future, and implements processes to achieve its goals.
  • Partnerships & Resources: How the organization manages its relationships with external stakeholders, including customers, suppliers, and partners, and how it optimizes its resources.
  • Processes: How the organization designs, manages, and improves its key processes to deliver value to customers and stakeholders efficiently and effectively.

The Results Criteria focus on the outcomes and performance achieved by the organization. They include:

  • People Results: Measures related to the organization’s people, such as employee satisfaction, well-being, development, and diversity.
  • Customer Results: Measures related to customer satisfaction, loyalty, and the organization’s ability to meet customer needs and expectations.
  • Society Results: Measures related to the organization’s impact on society, including its social responsibility, environmental sustainability, and contributions to the community.
  • Key Performance Results: Measures related to the organization’s overall performance, including financial results, operational efficiency, and innovation.

The EFQM Excellence Model provides a structured framework for organizations to assess their current performance, identify areas for improvement, and develop a roadmap for excellence. It encourages a systematic and holistic approach to quality management, emphasizing the importance of leadership, people, processes, and continuous learning and improvement. The model has been widely adopted by organizations across various sectors in Europe and beyond, promoting a culture of excellence and helping organizations achieve sustainable success.