Authors: Cleopatra Deliou, Maria Koemtzi
Title: The 2020 EFQM Model digital Transformation: new features and the quality assessors' view
Abstract
Background: The EFQM Model, the most widely applied Business Excellence Model in Europe, can be used by any type of organization in order to conduct a thorough analysis of its strengths and its areas for improvement providing a rational approach to a holistic development. Since its initiation, the EFQM Excellence Model has provided a secured way for those organizations wishing to develop a culture of performance and innovation that will lead to sustainably excellent results. The model can be used in two ways: both as a diagnostic tool for self-assessment and as a model for management control. It is focused not only on the results, on quality and on the in-depth implementation of its criteria but also on the performance review of the approaches used to achieve the results.
Purpose: Business Models are regularly reviewed and revised in order to reflect the most recent business trends and requirements. The EFQM Model was recently reviewed and has undergone some changes regarding its basic structure and assessment scheme. The main objective of this paper is to identify and analyze the modifications introduced to the latest version of the EFQM Model (version 2020). In an attempt to depict the main elements of the revised version, a comparison is made between the last and the previous version of the model aiming to identify the key features that need to be considered by applicant organizations when they decide to fulfill the model’s new requirements.
Methodology: A literature review is conducted in order to illustrate the evolution of the model to date and a comparative analysis is used as a key research method for studying the differences between the last two versions of the model. The comparison is made on the basis of the model’s criteria, framework and key concepts and the research is supported by interviewing Certified Assessors of the EFQM Model who have already got trained in the new features of the latest version.
Findings: The new EFQM Model has undergone a digital transformation and is acknowledged as a powerful tool for controlling an organization’s continuous improvement process. The 2020 version allows organizations and individuals to embrace change, drive performance and evolve for the future. With the use of the new model, organizations are able to perform in dynamic ecosystems efficiently and their actions and decision are driven by comprehensive feedback from their key stakeholders. The creation of the Assess Base has replaced the previous paper – driven process and it brought the assessment process a step closer to digitalization for both EFQM members and Assessors.
Research Limitation: The latest version of the EFQM Model 2020 is very new and the knowledge related to its use is very limited. Publications by academics and practitioners refer to earlier versions of the model whereas practical experience gained by the application of the new model is restricted. Therefore, the findings of this paper are mainly driven by the Assessors’ knowledge and involvement with little possibility to question or confirm the points extracted from them.
Originality/ value: This paper is the first attempt to compare the last two versions of the EFQM Model. By illustrating the new key features introduced to the model, this paper may form the basis for further research on the benefits gained by the use of these features. From a practical point of view, the findings of this research may be used by the organizations which plan to use the model in order to get familiar with its function.
Keywords: EFQM model; 2020 version; comparative data; Stakeholders;
JEL classification code: Μ19 (M: Business Administration and Business Economics/ Marketing/ Accounting/ Personnel Economics – Μ1: Business Administration – M19: Others)
