The EFQM model is a Total Quality Management (TQM) framework based on nine criteria. Five criteria are ‘Enablers’ and four are ‘Results.’ The ‘Enabler’ criteria covers what an organization does, and the ‘Results’ criteria cover what an organization achieves. ‘Results’ are the product of ‘Enablers’ and feedback from ‘Results’ help to improve the ‘Enablers’.
The EFQM model is based on the assumption that excellent results with respect to Performance, Customers, People and Society are achieved through Leadership driving Policy and Strategy, that is delivered through Partnerships, Resources and Processes.
Excellent organisations consistently add value for customers by understanding, anticipating and fulfilling needs, expectations and opportunities.
CREATING A SUSTAINABLE FUTURE
Excellent organisations have a positive impact on the world around them by enhancing their performance whilst simultaneously advancing the economic, environmental and social conditions within the communities they touch.
DEVELOPING ORGANISATIONAL CAPABILITY
Excellent organisations enhance their capabilities by effectively managing change within and beyond the organisational boundaries.
HARNESSING CREATIVITY & INNOVATION
Excellent organisations generate increased value and levels of performance through continual improvement and systematic innovation by harnessing the creativity of their stakeholders.
LEADING WITH VISION, INSPIRATION & INTEGRITY
Excellent organisations have leaders who shape the future and make it happen, acting as role models for its values and ethics.
MANAGING WITH AGILITY
Excellent organisations are widely recognised for their ability to identify and respond effectively and efficiently to opportunities and threats.
SUCCEEDING THROUGH THE TALENT OF PEOPLE
Excellent organisations value their people and create a culture of empowerment for the achievement of both organisational and personal goals.
SUSTAINING OUTSTANDING RESULTS
Excellent organisations achieve sustained outstanding results that meet both the short and long term needs of all their stakeholders, within the context of their operating environment.