European Foundation for Quality Management Business Excellence Model

Quality 4.0 – understanding the criticality of the dimensions using the analytic hierarchy process (AHP) technique

Purpose

In this era of Industry 4.0, characterized by disruptive technologies, there is a need to identify and understand the role of the quality function in the excellence journey. Quality 4.0 refers to the digitalization of quality work in the context of Industry 4.0. As Quality 4.0 is a new concept, empirical research on the subject is extremely scant. Therefore, this study aims to identify and understand the criticality of the dimensions of Quality 4.0.

Design/methodology/approach

The present research identifies 12 axes (dimensions) of Quality 4.0 based on literature review and inputs from experts. The identified axes have been prioritized using the analytic hierarchy process (AHP) technique.

Findings

The study concludes that the 12 dimensions contribute to outcome indicators such as organizational performance, agility and sustainability. It further adds that though technology is vital for Quality 4.0, elements of traditional quality such as leadership, quality culture, customer focus, quality systems, compliance, competence, analytical thinking, data-driven decision making, etc. are mandatory for the transformation journey. In today's context except for a few matured organizations, others are even struggling to implement the traditional aspects of quality.

Research limitations/implications

Cues to further research are provided which would help in the better understanding of Quality 4.0 and its role in the Industry 4.0 scenario.

Practical implications

This research would help the practitioners understand the determinants of Quality 4.0 system and their effects on organizational performance, agility and sustainability.

Originality/value

The present research work strives to throw light on the criticality of the dimensions of Quality 4.0, thereby contributing to theory building, especially given the paucity of literature in Quality 4.0.

Quality 4.0 – a measurement model using the confirmatory factor analysis (CFA) approach

Purpose

The disruptions caused by new-age technologies of Industry 4.0 are posing a formidable challenge to researchers, academicians and practitioners alike. Quality 4.0 that depicts the role of the quality function in the Industry 4.0 scenario must be comprehended so that the rudiments of Quality 4.0 are understood properly, and interventions can be made to embrace the new normal. As the literature on Quality 4.0 is extremely scarce, empirical studies are mandatory to augment the process of theory building.

Design/methodology/approach

The research work identifies 12 axes of the Quality 4.0 revolution based on literature review and insights from experts. Subsequently, a measurement model is formulated and an instrument to measure the level of Quality 4.0 implementation is developed. The measurement model has been checked for model fit, reliability and validity using the confirmatory factor analysis approach.

Findings

The proposed model was found to be adequate, reliable and valid and concludes that though technology plays a significant role in the development of the Quality 4.0 system, aspects of traditional quality are very much apropos to transform to the next frontier of quality.

Research limitations/implications

Implications for future research are provided which would help to further explore the nascent field of Quality 4.0.

Practical implications

This research would help the practitioners better understand the various requirements and measure the degree of implementation of a Quality 4.0 system.

Originality/value

The present research is perhaps the first of its kind in propounding a measurement model, through empirical analysis, for the betterment of the understanding of Quality 4.0 and its associated constituents.

Definition of a framework for the creation of a Living Labs network: the case of the European Living Labs and Test Beds Network focused on health care domain

This paper describes the framework for the creation of a Living Labs network based on the experience of the setting up, growth and further consolidation of the European Living Labs and Test Beds Network focused on Health. The manuscript presents how to create an open innovation ecosystem through a network of Living Labs and Test Beds, introducing its value proposition and current status.

Empirical classification of European Foundation for Quality Management (EFQM) model enabler sub-criteria using a quadrant matrix

Purpose

The purpose of this paper is to examine how sub-criteria of the European Foundation for Quality Management (EFQM) model is structurally connected and influence each other. This paper also tries to find the underpinning logics in the EFQM model.

Design/methodology/approach

The study uses the empirical methodology based on assessment scores of 58 different organizations to gauge the underlying structure, develop the construct and establish interlinkages among the various sub-criteria in the EFQM model. Statistical analysis is used to find the impact on results and cross influencing of criteria at the sub-criteria level. The factorial analysis is carried out using the Doe technique to create factorial plots for result categories (customer results, people results, society results and business results). The approach is to unravel (1) the role played by each sub-criterion of the model, (2) the effects of sub-criteria on the results of the EFQM model and (3) the influence of sub-criteria on the managerial aspects of the model in an organizational context.

Findings

The EFQM sub-criteria are categorised as promoters, proponents, defenders or detractors based on their impact on the results and cross-influence on each other. The study unfolded seven sub-criteria positively impacting the results and one sub-criterion negatively impacting the results if not handled properly. Out of 32 sub-criteria, nine sub-criteria are influencing more than six other sub-criteria.

Originality/value

The paper investigates, for the first time: (1) the role played by each sub-criteria of the model; (2) the relationships that are produced between these sub-criteria on the EFQM results and (3) identify how such sub-criteria would influence the managerial aspects of the model in an organizational context. This research develops underlying logics in the EFQM model using Doe factorial methods for overcoming the multi-collinearity.

Towards a further step in understanding business excellence models: a comparative approach

Purpose

A comparative analysis of the validity of business excellence models (BEMs) has rarely been empirically pursued. In addition to their similarities, BEMs exhibit differences in terms of their criteria, relations and emphasis, and some researchers have claimed that it is because these models tend to represent underlying cultural, economic, or social dynamics, as well as global best practices. Based on three such BEMs (the Malcolm Baldrige National Quality Award (MBNQA) model, the European Foundation for Quality Management (EFQM) model and the King Abdul Aziz Quality Award (KAQA) model), this paper introduces a four-phase study to analyse these models comparatively.

Design/methodology/approach

This paper: (1) conceptually delineates the distinctive natures of and differences between the three models; (2) develops a comprehensive measurement model based on the content of these models; (3) reviews the relevant literature on BEMs; (4) discusses the motivation behind this comparative approach and (5) introduces a four-phase study to comparatively analyse these models.

Findings

A comprehensive measurement model and three structural models are developed, but empirical tests have not been performed. This developed approach is introduced here as a first step in the advancement of our understanding of BEMs and their underlying theory.

Originality/value

The range of variability and complexity of BEMs—i.e. a holistic and comparative empirical view of BEMs—have not so far been fully considered, and findings in this domain tend to be inclusive, while some of the underlying relations of these models have not been investigated. This paper contributes to filling these research gaps.

What makes excellence models excellent: a comparison of the American, European and Japanese models

Purpose

This paper compares three business excellence models (BEMs): Baldrige criteria for performance excellence (BCPE), European Foundation for Quality Management (EFQM) model and Deming Prize (DP) model, representing American, European and Japanese excellence models, respectively. These models are compared in terms of contents, scope, orientation, emphasis and administration.

Design/methodology/approach

Using an inductive-deductive approach, the paper identifies and compares the contents, core values, unique features, points of emphasis and the overall approach of these models.

Findings

Significant differences exist in these models, and that none of these models is perfect. Overall, the BCPE is results-oriented, mainly economic-focused, explicit in presenting requirements and better structured. The EFQM model provides an augmented focus on sustainability, stakeholder engagement and inclusivity. The DP model is an internally oriented TQM model that focuses on processes improvement as a means to excellence.

Practical implications

The findings can guide managers regarding what they should expect from the application of excellence models and make better decisions regarding the choice of excellence models. Further, these findings can provide a foundation for updating the excellence models.

Originality/value

This paper stands alone as a qualitative comparison of BEMs in terms of contents, scope, administration and emphasis on excellence related matters.

Knowledge management issues in the EFQM excellence model framework

Purpose

The purpose of this paper is to identify knowledge as a key strategic resource within the EFQM excellence model. The study also analyses whether the EFQM model helps to create an adequate context for successful knowledge management (KM). A description is given of the synergies between both management approaches, with the purpose of reaching sustainable competitive advantages within organizations.

Design/methodology/approach

A literature review and a content analysis are carried out which show how the current version of the EFQM model includes the key aspects of the knowledge management systems (KMS) and its process. Also, the relationships and synergies between both considered management approaches are analyzed: quality management and KM.

Findings

After a detailed analysis of KM issues in the EFQM model, important synergies and complementary elements are appreciated between both management frameworks. Evidence is given of how the integration of both frameworks constitutes a dynamic capability that can lead organizations to attain sustainable competitive advantages.

Practical implications

An exhaustive review is given of the elements related to KM present in the EFQM model. In addition, companies are offered guidelines to be able to manage their knowledge through a model that is recognized and widespread in the business sphere.

Originality/value

The research develops the first content analysis of the process elements and KMS present in the whole structure of the EFQM model. Furthermore, it is shown how the integration of excellence and KM constitutes a dynamic capability for organizations based on continuous improvement, innovation and learning.

Assessing a social responsibility model for sustainable company growth in the Fourth Industrial Revolution

Purpose

The Fourth Industrial Revolution ( 4th IR) affects the mode of company management. This paper aims to present a revised social responsibility (SR) model as an evaluation tool for corporate social responsibility (CSR) performance for sustainable organizational growth in the era of the 4th IR.

Design/methodology/approach

To develop an SR model that can be used well in the era of the 4th IR, the key references are “ISO 26000: Guidance on Social Responsibility” and the “Global Reporting Initiative (GRI) Guidelines.” For International Organization for Standardization (ISO) 26000 and the GRI guidelines, see the homepages in the References section. On the basis of these guidelines, a new SR model for sustainable development in the 4th IR is developed in this paper.

Findings

For a new SR model in the 4th IR, the concepts of management quality (MQ), quality responsibility (QR), creating shared value (CSV), social value and open data and open quality management are incorporated into the existing ISO 26000 evaluation criteria.

Originality/value

The 4th IR is changing the concepts of both quality management (QM) and SR. To the best of the authors’ knowledge, the new concept of SR has yet to be discussed extensively. In this paper, a new SR model is suggested to reflect the characteristics of the 4th IR.

Drivers and internalisation of the EFQM excellence model

Purpose

Although the European Foundation for Quality Management (EFQM) Excellence Model has been widely adopted throughout Europe, a thorough examination of the factors that contribute to the internalisation of the model (i.e. a substantive adoption) has been neglected in the literature. The purpose of this paper is to present a model that analyses the drivers of the real internalisation of the EFQM excellence model, with a focus on the role of motives for adoption, and appraisal and compensation systems.

Design/methodology/approach

An empirical study was carried out based on a sample of Spanish organisations that had been awarded EFQM recognition. Structural equation models, cluster analysis and ANOVA were used to examine the research questions.

Findings

Internal motives concerning the creation of a participative style are the main driver of internalisation. Moreover, having an appraisal system-oriented towards the development of employees helps the substantive adoption of the EFQM model. These findings reinforce the importance of the soft elements of the EFQM model.

Originality/value

This study enhances evidence about the motives for adoption and their influence on the internalisation of the EFQM model. It analyses internalisation in a novel context, EFQM recognised organisations, and contributes to the debate about the efficacy of the EFQM model to performance improvement, by unveiling the factors that could foster the internalisation of the model within the organisational routines.

An exploratory study of the results of the implementation of EFQM in private Spanish firms

Purpose

The implementation of business excellence models is becoming a key competitive priority for companies, but the type of results they obtain by implementing such models and the importance of such results remain open issues. The purpose of this paper is to clarify the results obtained by companies that implement the European Foundation for Quality Management (EFQM) excellence model, with a focus on their importance and nature.

Design/methodology/approach

An empirical study was conducted in 68 Spanish firms that were immersed in the process of implementing EFQM. The methodology consists of a descriptive analysis and factor analysis in order to determine which groups of results are the most important. Finally, clusters of firms are analyzed to establish their profile in relation to these groups, using cluster analysis.

Findings

This study shows that the main results of the implementation of EFQM are an improvement in the external image of the company and an increased efficiency of internal processes. In addition, the results can be grouped into internal results, human resources results and economic results, with the first group being the most important. Finally, the results show that there are three groups of firms, categorized according to their results orientation: highly results-oriented, moderately results-oriented and minimally results-oriented.

Practical implications

Companies are in a better position to anticipate and solve the problems that may arise during the implementation process if they understand the results of the implementation of EFQM, along with the motivations for and barriers to the implementation. Also, this research shows that the bodies promoting and motivating quality should make a special effort to emphasize the importance of non-financial results in companies that implement EFQM.

Originality/value

This paper extends the knowledge in the field of business excellence models by developing an instrument to measure implementation results from the perspective of quality managers who were specifically appointed to lead the implementation of the EFQM excellence model in companies.

EFQM model’s application in the context of higher education

Purpose

The European Foundation for Quality Management (EFQM) excellence model has been widely used by higher education institutions (HEIs). However, knowledge about the state of the art concerning its application in the context of HEIs is still reduced. The purpose of this paper is to provide groundwork able to boost coordinated research efforts toward the development of the knowledge body in the field.

Design/methodology/approach

This research is based on a systematic literature review (SLR) of 25 papers identified in the ISI Web of Knowledge and SCOPUS databases, and considered relevant for analysis.

Findings

The paper provides a broad overview of the main issues explored so far in literature: potential benefits, potential barriers and critical success factors. By highlighting the main shortcomings of current research and the corresponding opportunities for additional research directions, the authors hope to boost further research efforts in the field.

Originality/value

To the authors’ knowledge, this is the first SLR in the field.

Quality management vision of future early career operations managers

Purpose

The purpose of this paper is to investigate the gap between the current vision and knowledge of future early career operations managers (OM) and a common strategic total quality management (TQM) framework.

Design/methodology/approach

A survey questionnaire and a non-parametric test for different groups of participants were adopted to identify the gap and analyse the significance of these groups on the factors in the TQM framework.

Findings

A new set of TQM factors with the necessity of more knowledge and understanding of future generation were identified, followed by the identification of clear differences amongst different groups of this generation.

Practical implications

A sustainable OM practice needs managers and leaders with a sustainable knowledge development of quality management (QM); and as the result of this study, the current vision of future young OM would not echo this.

Originality/value

This study has a systematic, non-parametric approach towards currently fragmented QM analysis, and is integrated with human resource and visionary elements of future young OM and universal QM models and theories.

Economic crisis and business excellence: a comparative multi case study assessment

Purpose

The purpose of this paper is to investigate the impact that crisis had on quality management and basic business processes using INSEAD’s industrial excellence framework (IEF) towards large Greek industrial units. This study proposes a modified version of the IEF which can help firms to operate through a turbulent environment.

Design/methodology/approach

Data that were collected during the current financial crisis were compared with a matched sample of business units surveyed a decade earlier. The variables that were used to measure performance were grouped into two categories, quality management and process improvement.

Findings

Through the examination of these cases, the authors identify the characteristics that empowered those BUs so as to remain alive during the turbulence. According to the results, the survivors train their staff systematically, have closer relationships with their suppliers, assess their processes and follow up with action plans. Findings also suggest cultural differences between survivors vs non-survivors. Survivors display a cultural profile typical to adhocracy since they describe themselves as more flexible and externally focused instead of being stable and internally focused. These findings are discussed and avenues for future research are presented.

Practical implications

The results of the study can be applied by quality managers of industrial organizations to achieve higher performance and overcome a turbulence of the external environment.

Originality/value

Previous research on the business excellence frameworks neglects the essential issue of sustainability and how an organization can survive a crisis. The study provides new insights into the long-term benefits of applying an excellence framework.

Measuring the productivity of facilities management

Purpose

The purpose of this study is to identify methods appropriate for measuring the direct productivity of facilities management (FM) with respect to the providers, on both the industry level and the firm level.

Design/methodology/approach

This is a literature survey and conceptual analysis.

Findings

Prior studies are dominated by subjective assessments of how the office environment affects individual labour productivity. While the available EU data on productivity growth for the FM industry indicate a negative trend, they might be misleading. More recent research on the productivity of business services providers could be applied to the measurement of the productivity of FM firms. Co-production and effects of client satisfaction are important issues for measurement.

Research limitations/implications

The analysis is concentrated on the direct productivity of FM providers. There is a need to develop objective measures of provider productivity, and there is a particular challenge in measuring how FM clients contribute to the productivity of FM providers.

Practical implications

Providers of FM services should be able to assess the efficiency of their resource use more clearly and to balance user satisfaction against resource use more efficiently.

Social implications

The effects of co-production with clients need to be recognised, considering productivity effects on both providers and clients jointly. Sustainability is an argument for an increased focus on resource use in FM.

Originality/value

This is the first overview of issues raised when measuring the direct productivity of FM itself rather than indirect FM effects on office worker labour productivity.

What is the effect of size on the use of the EFQM excellence model?

Purpose

By contrasting a contingency with a universal approach to business excellence models (BEMs), the purpose of this paper is to investigate the effect of size on the use of the European Foundation for Quality Management (EFQM) model by organizations that were officially “Recognized for Excellence” in Spain. It considers the potential differences between large organizations and SMEs on the level of adoption of EFQM criteria and on the impact that enablers-criteria may have on key performance measures.

Design/methodology/approach

This study uses actual sub-criteria and criteria scores attained by organizations in their assessment for EFQM recognition. Scores of a population of 216 organizations are analyzed via analysis of variance, factor and structural equations models.

Findings

Although there are some criteria in the EFQM model that appear to be universally adopted irrespective of size, the empirical analyses indicate that size may shape the adoption of other criteria and the impact that enablers can have on results, thus supporting a contingency perspective. Moreover, the findings call for the revision of the relationships embedded in the EFQM model.

Originality/value

In contrast to most previous research, which relied on surveys of managers’ perceptions, this study uses the actual scores achieved by organizations in their assessment for EFQM recognition. It addresses the effect of size on the whole model, which so far has been neglected in the literature. All in all this study contributes to the literature on contingency approaches to best practices, and more specifically to BEMs. To the practitioner, it provides guidelines for addressing perceived performance gaps in their pursuit of recognition for excellence.

Supply chain criticality in sustainable and resilient enterprises

Purpose

The purpose of this paper is to broadly explore the contributions of supply chain proficiency in relation to sustainable enterprise excellence, resilience and robustness (SEER2).

Design/methodology/approach

A pre-existing SEER2 model, referred to as the Springboard to SEER2, is put under the microscope to determine specific interactions of supply chain proficiency with six key areas of the Springboard: triple top-line strategy and governance; strategy execution via policies, processes and partnerships; financial and marketplace performance and impact; sustainability performance and impact; human ecology and capital performance and impact; and social-ecological and general innovation and continuous improvement performance and impact.

Findings

Supply chain proficiency is integral to attainment of SEER2. As such, supply chain proficiency must be thoughtfully and strategically approached, with success critical to enterprise contribution to mitigation or solution of wicked global challenges ranging from climate change, to food insecurity, to societal conflict.

Originality/value

This paper reveals in depth the centrality of supply chain proficiency to SEER2, suggesting that such models as those behind America's Malcolm Baldrige National Quality Award and the European Quality Award might be enhanced by more deeply considering supply chain contributions to business and performance excellence. Supply chains are at present peripheral to such models, thereby providing essentially isolated views of enterprises in an age where supply chain collaboration is increasingly the norm.

TQM and market orientation in care home services

Purpose

The purpose of this paper is to operationalize the concepts of total quality management (TQM) and market orientation (MO) and to analyze the relationship between them in a major economic sector of activity, namely, the social services sector.

Design/methodology/approach

The paper analyzes the aforementioned relationships by means of a quantitative study carried out with information from managers of 137 Spanish organizations in the field of social service provision and, more specifically, in nursing homes for the elderly. Structural equation models were used to contrast the relationships.

Findings

Evidence is provided for the multi-dimensional structure of TQM and MO. The results confirm that TQM contributes to a greater degree of MO in the organizations analyzed, since a significant positive relationship between a set of components of the first concept (namely, processes, leadership and people) and the second is found.

Practical implications

Managers need to take into account the fact that the application of a management system in nursing homes that is based on TQM dimensions favors the development of an MO culture. The staff are the key factor in orientating the residential home toward the market.

Originality/value

The research covers a gap in the literature since these relationships have not been studied empirically in depth in service sectors such as social services and nursing homes, despite great and growing economic importance of this sector.

An in-depth review of the internal relationships of the EFQM model

Purpose

– The European Foundation for Quality Management (EFQM) model is widely used as a management tool in companies. Consequently, it is of great importance to understand the relationships within it, and inform managers about appropriate ways to manage events in order to get the desired results in general, and for specific interest groups (stakeholders). The paper aims to discuss these issues.

Design/methodology/approach

– This paper analyzes the internal relationships of the EFQM model using empirical data from a sample of 199 Spanish companies. Four managers in each company were interviewed, to eliminate single respondent bias. Structural equation modeling is used for the analysis.

Findings

– The results obtained from the empirical analysis provide evidence of an underlying logic in the EFQM model that does not match the official model. New significant relationships between the enablers and results not considered in the official model have been found.

Research limitations/implications

– The study focusses on Spanish industrial companies with 50-500 workers and uses a cross-sectional design.

Practical implications

– Managers should look at the EFQM model as a tool for finding their own way to excellence, but it is not a precise map, because the model may have some problems of definition. Managers should introduce its elements only after deep reflection on its benefit for their company.

Originality/value

– Despite the previous research on this issue, there is still no clear consensus. Relationships that are not reflected in the theoretical model have been identified.

The relationships between soft-hard TQM factors and key business results

Purpose

– This paper aims to advance in the knowledge of the EFQM model as a framework for implementing total quality management (TQM). To do so, the work identifies the soft-hard TQM factors in the EFQM model, investigates the relationships between these factors and analyses their influence on key business results.

Design/methodology/approach

– The methodology used is factorial analysis and structural equations – specifically the partial least squares technique. The sample is made up of 116 private firms. TQM is an integral management philosophy which is based on a set of social and technical factors that must be put into practice through a reference framework, such as the one in the EFQM model.

Findings

– The work empirically identifies three dimensions that correspond to the soft-hard TQM factors (management and human resources, strategic management of partnerships and resources and processes management). Furthermore, it shows how these dimensions make up a management system that has a significant effect on key business results.

Research limitations/implications

– The main limitations are to be found in the sample used – private firms from a specific geographical context.

Practical implications

– The research model facilitates the design of a management system for professionals and orientates them in its implementation and improvement with a view to influencing key results.

Originality/value

– The data have been obtained from the scores of the processes of self-assessment and external assessment followed by firms that were candidates for excellence awards. The work empirically identifies the social and technical factors implied in the EFQM model and their relationships. Moreover, it presents the effect on a type of result that has not been analysed very much: key results (economic, financial, innovation or processes improvement).