EFQM model. The EFQM Excellence Model (European Foundation for Quality
Management, 2010) was introduced initially at the beginning of 1992 as the framework
for assessing and improving organisations, in order to achieve sustainable advantage. It
is a non-prescriptive framework based on nine criteria. Five of these are the enablers
while four of them are the results. The enabler criteria covers ‘‘what an organisation does’’
namely; leadership, policy and strategy, people, partnership, and resources and
processes. The results criteria covers ‘‘what an organisation achieves’’ namely: customer
results, people results, society results and key performance results. It provides an
opportunity to the firm to benchmark and compare processes and results with other users
and is applicable to all organisations. It facilitates the firm to develop a continuous
improvement processes to understand their key strengths and potential gaps in
performance as well as to integrate existing and planned initiatives to remove those gaps.