Utilising the EFQM Excellence Model to drive business improvement

There is a growing recognition by many business organisations of the need for continuous improvement. It has developed and recent changes in quality registration requirements have also reflected this. The EFQM Excellence Model has emerged as a major tool in the development of business improvement. The model allows businesses to assess themselves relative to others using a generic framework, suitable for any type of business. It provides a structured process to identify, prioritise and drive forward business improvement and excellence. It is now recognised by many leading clients and it is being use by the government. This paper examines the use of the EFQM Excellence Model over the last four years within a case study organisation. It explores how its use has developed, from an initial basic self assessment, identifying structured improvement projects, to being the fundamental tool used to define and shape a multinational engineering & construction company. It examines the issues involved in the adoption of the model within various business contexts, identifying cultural and leadership issues, and also describes the different ways in which the model can be used. It concludes that strong leadership, trained facilitation and committed engagement from employees are critical to the success implementation of the model leading to the deliverance of business improvement.