The Criteria - in brief
The 'enabler' criteria are about what an organisation does and how it does it. The five ENABLERS are subdivided formally into a total of 24 criterion parts. We show here the main topics which they cover, but for simplicity do not go into the full detail of the 24 parts. (These can be found in the official EFQM/BQF guide to the Model.)
| ENABLER | SUMMARY OF WHAT IT'S ABOUT |
|---|---|
| Leadership | Creating, role modelling and reinforcing the values, culture and ethics Active participation internally and externally, ensuring flexibility and managing change Personally communicating and inspiring |
| Strategy | How strategy is originated How strategy is communicated to relevant stakeholders How strategy is implemented and monitored |
| People | Overall people management to create the appropriate environment Ensuring people are properly prepared for their current and future roles How people undertake their roles Communication |
| Partnerships & Resources | How the non-people resources of the organisation are managed sustainably
to support overall strategy and effective operation of processes:- a) External partnerships & suppliers b) Financial resources c) Buildings, equipment, materials and natural resources d) Technology e) Information and knowledge |
| Processes, Products and Services | Process management and improvement Customer focus in developing, marketing and delivering products and services Managing and enhancing customer relationships |
Results
The four 'results' criteria are about what an organisation has and continues to achieve. The RESULTS are split into two criterion parts each.
Customer, People and Society Results are each split into:
a) Perceptions, which are the direct results obtained from relevant stakeholders
b) Performance Indicators, which are the internal measures used by the organisation to predict the perceptions of the relevant stakeholders
The Key Results criterion is split into:
a) Key Strategic Outcomes, which are the key results planned by an organisation (except those which are covered in the Customer, People and Society criteria)
b) Key Performance Indicators, which are the internal measures used to measure the operational performance and help predict the likely Key Strategic Outcomes
NB Your organisation may use the expression Key Performance Indicators (or KPIs) for your most important measures; it is highly likely that these will spread across most of the Excellence Model's Results criteria and not just be relevant in the Model criterion part of Key Performance Indicators.
