Improving the EFQM Model: An empirical study on model development and theory building using concept mapping

The aim of this study is to identify the elements and to design a structure for the Improved EFQM Model. This task was given to the Model Development Steering Group composed of 17 members from different European organizations . First the literature was reviewed and the different award programmes were analysed. In order to process all the information collected the method con cept mapping was used. The result of the concept mapping were 13 distinct c lusters, which were in large part a replication of the EFQM criteria but wi th more emphasis on customer, suppliers and partnership and a cluster measu rement system and results. The comparison of the clusters with the internat ional award schemes shows great resemblance concerning customer orientation , policy and strategy, leadership, process management and business results. The comparison with the empirical findings points in the same direction. T he design team of the steering group proposes a prototype for the model and an Improved EFQM Model. The Improved EFQM Model Draft 1 has 11 criteria, a strong focus on customer orientation and a new measuring system. The Impro ved EFQM Model is the result of the first phase of the model development pr ocess. In the second phase the model will be tested in various ways. It is known that the results of the testing turned out differently from what was expected. The test phase and the final EFQM Excellence Model will be publis hed later.