Management (TQM) is the idea that controlling quality is not something
that is left to a "quality controller, a person who stands at the end of a
production line checking final output. It is (or should be) something that
permeates an organization from the moment its raw materials arrive to the
moment its finished products leave the premises.
The EFQM Model is a non-prescriptive TQM 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' and feedback
from 'Results' help to improve 'Enablers'.
The EFQM Model, which
recognizes 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 Leadership driving Policy and Strategy, that is delivered
through People Partnerships and Resources, and Processes.
EFOM is a non-prescriptive framework that recognizes there are many
approaches to achieving sustainable excellence. Within this non-prescriptive
approach there are some fundamental concepts which underpin the EFQM
- Results Orientation: achieving results that delight all
the organization's stakeholders.
- Customer Focus: creating sustainable customer value.
- Leadership & Constancy of Purpose: visionary and
inspirational leadership, coupled with constancy of purpose.
Management by Processes & Facts: managing the organization
through a set of interdependent and interrelated systems, processes and
- People Development & Involvement: maximizing the
contribution of employees through their development and involvement.
Continuous Learning, Innovation & Improvement: challenging the status quo and effecting change by using learning to create
innovation and improvement opportunities.
- Partnership Development: developing and maintaining
- Corporate Social Responsibility: exceeding the minimum
regulatory framework in which the organization operates and to strive to
understand and respond to the expectations of their stakeholders in society.
The EFQM Model is one of the most
widely used organizational frameworks in Europe.
Book: John S. Oakland - TQM: Text with Cases, Third
Deming cycle |
Balanced Scorecard |
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