Enhancing Customer Satisfaction with the EFQM Excellence Model
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EFQM Excellence Model: Customer satisfaction, positive impact on society, and management of material and human resources. Western Europe RADAR: Results, Approach, Deployment, Assessment, Review.
Criteria for Excellence
- Leadership (10%): Mission, vision, and values; personal involvement; continuous improvement; motivation; support.
- Policy and Strategy (8%): Present and future needs of stakeholders; information from performance, research, and learning; developed, reviewed, and implemented frameworks.
- People (9%): Involvement, recognition, planning, dialogue.
- Partnership and Resources (9%): External partnerships, finances, buildings, equipment, materials, technology, and information management.
- Processes (14%): Management and innovation to satisfy customers
