EFQM Excellence Model – A Systematic Literature Review. A Proposal FOR a Maturity Assessment Framework

Thaleia Dima – Department of Financial and Management Engineering, University of the Aegean, Chios, Greece

Maria Vitzilaiou – Department of Financial and Management Engineering, University of the Aegean, Chios, Greece

Michail Glykas – Department of Financial and Management Engineering, Engineering School, University of the Aegean, Greece

Abstract

Performance Improvement is high on the agenda of most orga­nizations worldwide. A growing number of improvement models are now available, and it is necessary to adopt an approach to earn the most attrac­tive organizational excellence performance. One such practice is implement­ing the EFQM Excellence model, which is a self-assessment framework for determining the strong and weak points and measuring areas of improve­ment of an organization across continuous quality improvement. EFQM Ex­cellence Model is used by any kind of organization regardless of size, sec­tor, maturity and structure. Following the identification of the most known CSFs, we present the Glykas Quality Compass (GQC), a novel methodology for assessing the Quality Management Maturity that assesses implemen­tation projects holistically and thoroughly using a matrix of critical success factors (CSFs) and enablers. The proposed methodology for maturity assess­ment might be specifically applied to the four quality management catego­ries: Total Quality Management, Quality Standards, Quality Methodologies and Excellence Awards

LIMEN Conference

8th International Scientific-Business Conference – LIMEN 2022 – Leadership, Innovation, Management and Economics: Integrated Politics of Research – CONFERENCE PROCEEDINGS, Hybrid (EXE Budapest Center, Budapest, Hungary), December 1, 2022,

LIMEN Conference proceedings published by the Association of Economists and Managers of the Balkans, Belgrade, Serbia

LIMEN Conference 2022 Conference proceedings: ISBN 978-86-80194-66-0, ISSN 2683-6149, DOI:  https://doi.org/10.31410/LIMEN.2022

Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission. 

Suggested citation

Dima, T., Vitzilaiou, M., & Glykas, M. (2022). EFQM Excellence Model – A Systematic Literature Review. A Proposal FOR a Maturity Assessment Framework. In V. Bevanda (Ed.), International Scientific-Business Conference – LIMEN 2022: Vol 8. Conference proceedings (pp. 167-178). Association of Economists and Managers of the Balkans.  https://doi.org/10.31410/LIMEN.2022.167

References

Albliwi, S. A., Antony, J., & Arshed, N. (2014). Critical literature review on maturity models for business process excellence, 2014 IEEE International Conference on Industrial Engi­neering and Engineering Management, Selangor, Malaysia, 2014, pp. 79-83, https://doi.org10.1109/IEEM.2014.7058604 

Bessant, J., Caffyn, S., & Gallagher, M. (2001). An evolutionary model of continuous improve­ment behavior, Technovation. 21(2), 67 – 77 https://doi.org/10.1016/S0166-4972(00)00023-7 

Boharan, N., & Ziarati, R. (2002). Developing quality criteria for application in the high­er education sector in Turkey. Total Quality Management, 13(7), 913-926 https://doi.org/10.1080/0954412022000017021  

Brown, A. (2013). Practical Digital Preservation; A How-to Guide for Organisations of Any Size. Online publication date: June 2018 Online ISBN: 9781856049627 https://doi.org/10.29085/9781856049627  

Crosby, P. (1979). Quality is Free: The Art of Making Quality Certain, Published by McGraw- Hill, New York.

Dale, B. G., Boaden, R. J., & Lascelles, D. M. (1994). Levels of Total Quality Management Adop­tion’ Managing Quality edited by Dale, B.G., New York, Prentice Hall. Blackwell Publish­ing https://ubblab.weebly.com/uploads/4/7/4/6/47469791/managing_quality,_4th_ed.pdf 

De Bruin, T., Freeze, R., Kulkarni, U., & Rosemann, M. (2005). Understanding the main phas­es of developing a maturity assessment model. Australasian Conference on Information Systems (ACIS). Australasian Chapter of the Association for Information Systems, CD Rom, pp. 8-19

EFQM. (2022). EFQM Model Revised 2nd Edition. Retrieved October 2022, from https://efqm.org/news/818-the-efqm-model-brochure/ 

Evans, J. R., & Lindsay, W. M. (2005). The Management and Control of Quality (6th ed.). New York: West Publishing Company

Fonseca, L. (2022). The EFQM 2020 model. A theoretical and critical review. Total Quality Management & Business Excellence, 33(9), 1011-1038. https://doi.org/10.1080/14783363.2021.1915121 

Glykas, M. (2019). Quality Management Review: A Case Study of the Application of the Glykas Quality Implementation Compass. Journal of Multidisciplinary Engineering Sci­ence and Technology, 6(12), 11260-11279. https://www.jmest.org/wp-content/uploads/JMESTN42353230.pdf  

Glykas, M. (2019a). Audit process quality management in the airlines sector with Glykas qual­ity compass. International Journal of Management Sciences and Business Research, 12, 155–183 https://doi.org/10.5281/zenodo.3613296 

Inan, A. T., Yayla, Y., & Yıldız, A. (2010). An Application on the Investigation of Basic Per­formance Results through EFQM Excellence Model. Journal of Engineering and Natural Sciences Mühendislik ve Fen Bilimleri Dergisi, Sigma 28, 335-345.

Jehangiri, R. (2017). Identification of Critical Success Factors for Total Quality Management Implementation in Organizations. International Journal of Economics & Management Sciences, 6(3) https://doi.org/10.4172/2162-6359.1000420 

Khoshgoftar, M., & Osman, O. (2009). Comparison of maturity models. Proceedings of the 2nd IEEE International Conference on Computer Science and Information Technology, 2009. 297-301 https://doi.org/10.1109/ICCSIT.2009.5234402 

Mello, C. H. P., Silva, C. E. S., Turrioni, J. B., & Souza, L. G. M. (2009). Sistema de gestão da qualidade para operações de produção e serviços. São Paulo: Atlas, p. 239.

Monge-Mora, P. M., Oliveira, D. L. G., Shevchenko, K., Cabecinhas, M., & Domingues, P. (2020). Critical success factors during the implementation of ISO 22000:2018. Proceed­ings of the 4th ICQEM Conference, University of Minho, Portugal, 2020. https://reposito­rium.uminho.pt/bitstream/1822/67997/2/document_53961_2.pdf 

Nabitz, U., Klazınga, N., & Walburg, J. (2000). The EFQM Excellence Model: Europian and Dutch Experiences with the EFQM Approach in Health Care. International Journal of Health Care, 12(3), 191-201 https://doi.org/10.1093/intqhc/12.3.191 

Nenadál, J. (2020). The New EFQM Model: What is Really New and Could Be Considered as a Suitable Tool with Respect to Quality 4.0 Concept? Quality Innovation Prosperity, 24(1), 17–28. https://doi.org/10.12776/qip.v24i1.1415 

Paulk, M. C. (2018). A History of the Capability Maturity Model for Software. Carnegie Mellon University. Journal contribution. https://doi.org/10.1184/R1/6620666.v1 

Rio-Rama, M. d. l. C., Alvarez-Garcia, J., & Coca-Perez, J. L. (2016). Quality practices, corpo­rate social responsibility and the “Society results” criterion of the EFQM model. Review of Business Management, 19(64), 307–328. https://doi.org/10.7819/rbgn.v0i0.3026 

Shafiqah, N., Mohd Amran, M. S., & Khairanum, S. (2020). A study of the critical success fac­tors of quality tools and techniques implementation: A current review. Journal of Critical Reviews, 7(8). http://dx.doi.org/10.31838/jcr.07.08.288 

Soanes, C., & Stevenson, A. (2006). Concise Oxford English dictionary (11th edition, Oxford: Oxford University Press.

Valadao, A. F. C., Campos, P. H. S., & Turroni, J. B. (2013). Relationship between the maturi­ty of continuous improvement and the certification of quality management system in au­tomotive sector in Brazil. Independent Journal of Management & Production 4(1). https://doi.org/10.14807/ijmp.v4i1.61 

Vitzileou, M., Glykas, M., & Melidis, G. (2022). Quality System Management: The Role Of Hu­man Resources. Proceedings of the 17th International Strategic Management Conference – ISMC 2022, 385-413. https://doi.org/10.15405/epsbs.2022.12.02.17 

Wilson, F. (2015). The quality maturity model: Your road map to a culture of quality. Library Management 36(3) 258-267. https://doi.org/10.1108/LM-09-2014-0102