The EFQM Model of Excellence
In this Unit, we examine the various stakeholders involved in quality and its management, and how to engage with them to achieve the maximum results. We take a look at customers and how to gather customer needs and expectations; we examine partnerships with suppliers and other stakeholders, and the important of individuals in quality management. This introduces the concepts of employee empowerment, and of leadership, which we will study in greater detail in later chapters.
Finally, we take a look at the EFQM (European Foundation for Quality Management) Excellence Model, which has become a reference in many quality management circles. This model shows how integrating the various stakeholders into one coherent system is fundamental to the achievement of quality.
Reading
Quality Management (Knowles) Chapter 6 and 10
www.efqm.org/the-efqm-excellence-model: Fundamental Concepts; Model Criteria; Radar Logic; The Need for a Model
Assignments:
PART 1:
Look at the summary of the EFQM Excellence Model. It states.
“Excellent organisations embed within their culture an ethical mindset, clear values and the highest standards for organisational behaviour, all of which enable them to strive for economic, social and ecological sustainability.”
Discuss how excellence leads to sustainability. Be sure to examine all three pillars of sustainability: economic, social and environmental.
Please write an essay of complete and well composed paragraphs (250 word minimum for the entire essay) Be sure to use in text citation and provide references for your sources. Wikipedia is not a source.
PART 2:
Read the following Case Study – H. James Harrington and ABC Travel Services – and answer the questions in the document.
PART 3:
Consider the following questions for reflection:
In your organization, how can you contribute to the quality of delivery? Which skills or behaviors can you develop individually to improve collective excellence?
Your answer should reflect your personal experience and should be thoughtful and introspective.
Please write an essay of complete and well composed paragraphs (350 word minimum for the entire essay) Be sure to use in text citation and provide references for your sources. Wikipedia is not a source.