An Excellence Model Case Study Assessing the Gap in Managers' Views by Hierarchical Clustering
Abstract
Purpose: This paper highlights the importance of business excellence models for SMEs and compares results from different model versions and managerial perspectives.
Methodology/Approach: In an SME case study, three EFQM versions were applied (START, START PLUS (both based on EFQM 2013) and EFQM 2020) to make a comparative analysis of evaluation results. It utilises hierarchical clustering to gauge managerial agreement and examines the shift from EFQM 2013 to EFQM 2020.
Findings: The paper presents comparative results, emphasising differences in evaluations. These results underscore the robustness of EFQM model versions and the significance of assessing managerial perspectives.
Research Limitation/implication: Similar analysis can be conducted for a large number of companies in order to make a comprehensive statistical comparison. Also, it could be useful to examine the differences among different branches of industry if there are any.
Originality/Value of paper: It is believed that this study will contribute to the existing literature by presenting the case study implementation of the excellence models in an SME. A conducted case study increases originality in a value-added way by using managerial views’ evaluations.
References
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Correia, F., Carvalho, A.M., Hayes, C. and Sampaio, P., 2020. Small and medium enterprises pursuing organisational excellence: a toolkit for improvement. International Conference on Quality Engineering and Management (ICQEM). https://hdl.handle.net/1822/70720
Dahlgaard, J.J., Chen, C.K., Jang, J.Y., Banegas, L.A. and Dahlgaard-Park, S.M., 2013. Business excellence models: Limitations, reflections and further development. Total Quality Management & Business Excellence, 24(5-6), pp.519-538. https://doi.org/10.1080/14783363.2012.756745
EFQM, 2016. 25 Years of the EFQM Excellence Model, Belgium [pdf] Available at: https://efqm-rus.ru/docs/articles/25_years_of_the_EFQM_Excellence_Model. pdf [Accessed 5 September 2021].
EFQM, 2013. Excellence Model. Brussels: EFQM. ISBN 978-90-5236-670-8
EFQM, 2021. EFQM 2020 Model - EFQM. [online] Available at: https://efqm.org/the-efqm-model/ [Accessed 28 September 2021]
Fonseca, L.M., 2015. Relationship Between Iso 9001 Certification Maturity And Efqm Business Excellence Model Results. Quality Innovation Prosperity, 19(1), pp.85–102. https://doi.org/10.12776/qip.v19i1.556
Fonseca, L.M., Amaral, A. and Oliveira, J., 2021. Quality 4.0: the EFQM 2020 model and industry 4.0 relationships and implications, Sustainability, 13(6), pp.3107. https://doi.org/10.3390/su13063107
García-Fernández, M., Claver-Cortés, E. and Tarí, J.J., 2022. Relationships between quality management, innovation and performance: A literature systematic review, European Research on Management and Business Economics, 28(1), pp.100172. https://doi.org/10.1016/j.iedeen.2021.100172
Gutierrez Gutierrez, L., Tamayo Torres, J., and Garcia Morales, V.J., 2010. An empirical study of current quality management initiatives on the organisational innovation and flexibility. Revista Espanola De Financiacion Y Contabilidad-Spanish Journal of Finance and Accounting, 39(148), pp.677-709. https://doi.org/10.1080/02102412.2010.10779694
Hendricks, K.B. and Singhal, V.R., 2001. Firm characteristics, total quality management, and financial performance, Journal of operations management, 19(3), pp.269-285. https://doi.org/10.1016/S0272-6963(00)00049-8
Heras-Saizarbitoria, I., 2006. How quality management models influence company results–conclusions of an empirical study based on the Delphi method, Total Quality Management & Business Excellence, 17(6), pp.775-794. https://doi.org/10.1080/09593960600597768
Kafetzopoulos, D. and Gotzamani, K., 2018. Investigating the role of EFQM enablers in innovation performance, The TQM Journal, 31(2), pp.239-256. https://doi.org/10.1108/TQM-09-2018-0124
Kafetzopoulos, D., Gotzamani, K. and Skalkos, D., 2019. The relationship between EFQM enablers and business performance: The mediating role of innovation, Journal of Manufacturing Technology Management, 30(4), pp.684-706. https://doi.org/10.1108/JMTM-06-2018-0166
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Kiraz, A. and Açikgöz, N., 2021. A fuzzy-logic-based approach to the EFQM model for performance enhancement. Sādhanā, 46(1), p.43. https://doi.org/10.1007/s12046-021-01576-6
Mavroidis, V., Toliopoulou, S. and Agoritsas, C., 2007. A comparative analysis and review of national quality awards in Europe: Development of critical success factors, The TQM Magazine. 19(5), pp.454-467. https://doi.org/10.1108/09544780710817874
Murphy, W.H., 2016. Small and mid-sized enterprises (SMEs) quality management (QM) research (1990–2014): a revealing look at QM's vital role in making SMEs stronger. Journal of Small Business & Entrepreneurship, 28(5), pp.345-360. https://doi.org/10.1080/08276331.2016.1166554
Moreno-Rodrı, J.M., Cabrerizo, F.J., Pérez, I.J. and Martı, M.A., 2013. A consensus support model based on linguistic information for the initial-self assessment of the EFQM in health care organisations. Expert Systems with Applications, 40(8), pp.2792-2798. https://doi.org/10.1016/j.eswa.2012.11.011
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), pp.17–28. https://doi.org/10.12776/qip.v24i1.1415
Olaru, M., Dinu, V., Stoleriu, G., Şandru, D. and Dincă, V., 2010. Responsible commercial activity of SMEs and specific values of sustainable development in terms of the European excellence model. Amfiteatru Economic, 12(27), pp.10-26 SSRN: https://ssrn.com/abstract=2305210
Periañez-Cristobal, R., Calvo-Mora, A., Rey-Moreno, M. and Suárez, E., 2021. Organisational profiles: key factors and results from the EFQM model perspective, Total Quality Management & Business Excellence, 32(15-16), pp.1850-1873. https://doi.org/10.1080/14783363.2020.1787144
Quality Council of the Czech Republic, 2011. National Quality Award of the Czech Republic: START model. Prague: National Quality Support Information Centre. ISBN 978-80-02-02341-8
Quality council of the Czech Republic, 2013. National Quality Award of the Czech Republic: Model START PLUS. Prague: National Quality Support Information Centre, ISBN 978-80-02-02426-2
Sá, J.C., Oliveira, A.R., Carvalho, J.D., Santos, G., and Silva, F., 2023. A New Conceptual Model for Excellence in Business Towards Sustainable Development. Quality Innovation Prosperity, 27(2), pp.33–60. https://doi.org/10.12776/qip.v27i2.1866
Sá, P.M. and Fernandes, C., 2020. An assessment of a municipal physical activity programme for seniors based on the EFQM model: Integrating the views of internal and external stakeholders. Evaluation and Program Planning, 80, p.101796. https://doi.org/10.1016/j.evalprogplan.2020.101796
Talwar, B., 2011. Comparative study of framework, criteria and criterion weighting of excellence models. Measuring Business Excellence. 15(12), pp.49-65. https://doi.org/10.1108/13683041111113240
Unnikrishnan, P.M., Tikoria, J. and Agariya, A.K., 2019. TQM to business excellence: A research journey (1985-2018), International Journal of Business Excellence, 19(3), pp.323-363. https://doi.org/10.1504/IJBEX.2019.102819
Westcott, R. ed., 2005. The certified manager of quality/organisational excellence handbook. Pearson Education India. ISBN-13: 9780873898614
Wongrassamee, S., Simmons, J.E. and Gardiner, P.D., 2003. Performance measurement tools: the Balanced Scorecard and the EFQM Excellence Model, Measuring business excellence, 7(1), pp.14-29. https://doi.org/10.1108/13683040310466690
Yousaf, M., and Bris, P., 2019. A systematic literature review of the EFQM excellence model from 1991 to 2019, International Journal of Applied Research in Management and Economics, 2(2), pp.11-15. https://doi.org/10.33422/ijarme.v2i2.211
Zelinova, J. (2016). Company Performance Assessment of Srp Ltd. According to Model Start and Suggestions For Its Improvement. Master’s Thesis, Brno University of Technology, Brno, Czech Republic.
Ahmed, A.M., Yang, J.B. and Dale, B.G., 2003. Self-assessment methodology: The route to business excellence. Quality Management Journal, 10(1), pp.43-57.
Correia, F., Carvalho, A.M., Hayes, C. and Sampaio, P., 2020. Small and medium enterprises pursuing organisational excellence: a toolkit for improvement. International Conference on Quality Engineering and Management (ICQEM). https://hdl.handle.net/1822/70720
Dahlgaard, J.J., Chen, C.K., Jang, J.Y., Banegas, L.A. and Dahlgaard-Park, S.M., 2013. Business excellence models: Limitations, reflections and further development. Total Quality Management & Business Excellence, 24(5-6), pp.519-538. https://doi.org/10.1080/14783363.2012.756745
EFQM, 2016. 25 Years of the EFQM Excellence Model, Belgium [pdf] Available at: https://efqm-rus.ru/docs/articles/25_years_of_the_EFQM_Excellence_Model. pdf [Accessed 5 September 2021].
EFQM, 2013. Excellence Model. Brussels: EFQM. ISBN 978-90-5236-670-8
EFQM, 2021. EFQM 2020 Model - EFQM. [online] Available at: https://efqm.org/the-efqm-model/ [Accessed 28 September 2021]
Fonseca, L.M., 2015. Relationship Between Iso 9001 Certification Maturity And Efqm Business Excellence Model Results. Quality Innovation Prosperity, 19(1), pp.85–102. https://doi.org/10.12776/qip.v19i1.556
Fonseca, L.M., Amaral, A. and Oliveira, J., 2021. Quality 4.0: the EFQM 2020 model and industry 4.0 relationships and implications, Sustainability, 13(6), pp.3107. https://doi.org/10.3390/su13063107
García-Fernández, M., Claver-Cortés, E. and Tarí, J.J., 2022. Relationships between quality management, innovation and performance: A literature systematic review, European Research on Management and Business Economics, 28(1), pp.100172. https://doi.org/10.1016/j.iedeen.2021.100172
Gutierrez Gutierrez, L., Tamayo Torres, J., and Garcia Morales, V.J., 2010. An empirical study of current quality management initiatives on the organisational innovation and flexibility. Revista Espanola De Financiacion Y Contabilidad-Spanish Journal of Finance and Accounting, 39(148), pp.677-709. https://doi.org/10.1080/02102412.2010.10779694
Hendricks, K.B. and Singhal, V.R., 2001. Firm characteristics, total quality management, and financial performance, Journal of operations management, 19(3), pp.269-285. https://doi.org/10.1016/S0272-6963(00)00049-8
Heras-Saizarbitoria, I., 2006. How quality management models influence company results–conclusions of an empirical study based on the Delphi method, Total Quality Management & Business Excellence, 17(6), pp.775-794. https://doi.org/10.1080/09593960600597768
Kafetzopoulos, D. and Gotzamani, K., 2018. Investigating the role of EFQM enablers in innovation performance, The TQM Journal, 31(2), pp.239-256. https://doi.org/10.1108/TQM-09-2018-0124
Kafetzopoulos, D., Gotzamani, K. and Skalkos, D., 2019. The relationship between EFQM enablers and business performance: The mediating role of innovation, Journal of Manufacturing Technology Management, 30(4), pp.684-706. https://doi.org/10.1108/JMTM-06-2018-0166
Kalder, 2022. EFQM Model, [online] Available at: https://www.kalder.org/efqm_mukemmellik_modeli [Accessed 2 April 2022]
Kalder, 2013. EFQM Business Excellence Model, [pdf] Available at: https://www.kalder.org/upload/files/PDF/TMO_Odul_Kitaplari/odul_kitap_2013.pdf [Accessed 28 September 2021]
Kenworthy, T.P., and Verbeke, A., 2015. The future of strategic management research: Assessing the quality of theory borrowing, European Management Journal, 33(3), pp.179-190. https://doi.org/10.1016/j.emj.2015.03.007
Kiraz, A. and Açikgöz, N., 2021. A fuzzy-logic-based approach to the EFQM model for performance enhancement. Sādhanā, 46(1), p.43. https://doi.org/10.1007/s12046-021-01576-6
Mavroidis, V., Toliopoulou, S. and Agoritsas, C., 2007. A comparative analysis and review of national quality awards in Europe: Development of critical success factors, The TQM Magazine. 19(5), pp.454-467. https://doi.org/10.1108/09544780710817874
Murphy, W.H., 2016. Small and mid-sized enterprises (SMEs) quality management (QM) research (1990–2014): a revealing look at QM's vital role in making SMEs stronger. Journal of Small Business & Entrepreneurship, 28(5), pp.345-360. https://doi.org/10.1080/08276331.2016.1166554
Moreno-Rodrı, J.M., Cabrerizo, F.J., Pérez, I.J. and Martı, M.A., 2013. A consensus support model based on linguistic information for the initial-self assessment of the EFQM in health care organisations. Expert Systems with Applications, 40(8), pp.2792-2798. https://doi.org/10.1016/j.eswa.2012.11.011
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), pp.17–28. https://doi.org/10.12776/qip.v24i1.1415
Olaru, M., Dinu, V., Stoleriu, G., Şandru, D. and Dincă, V., 2010. Responsible commercial activity of SMEs and specific values of sustainable development in terms of the European excellence model. Amfiteatru Economic, 12(27), pp.10-26 SSRN: https://ssrn.com/abstract=2305210
Periañez-Cristobal, R., Calvo-Mora, A., Rey-Moreno, M. and Suárez, E., 2021. Organisational profiles: key factors and results from the EFQM model perspective, Total Quality Management & Business Excellence, 32(15-16), pp.1850-1873. https://doi.org/10.1080/14783363.2020.1787144
Quality Council of the Czech Republic, 2011. National Quality Award of the Czech Republic: START model. Prague: National Quality Support Information Centre. ISBN 978-80-02-02341-8
Quality council of the Czech Republic, 2013. National Quality Award of the Czech Republic: Model START PLUS. Prague: National Quality Support Information Centre, ISBN 978-80-02-02426-2
Sá, J.C., Oliveira, A.R., Carvalho, J.D., Santos, G., and Silva, F., 2023. A New Conceptual Model for Excellence in Business Towards Sustainable Development. Quality Innovation Prosperity, 27(2), pp.33–60. https://doi.org/10.12776/qip.v27i2.1866
Sá, P.M. and Fernandes, C., 2020. An assessment of a municipal physical activity programme for seniors based on the EFQM model: Integrating the views of internal and external stakeholders. Evaluation and Program Planning, 80, p.101796. https://doi.org/10.1016/j.evalprogplan.2020.101796
Talwar, B., 2011. Comparative study of framework, criteria and criterion weighting of excellence models. Measuring Business Excellence. 15(12), pp.49-65. https://doi.org/10.1108/13683041111113240
Unnikrishnan, P.M., Tikoria, J. and Agariya, A.K., 2019. TQM to business excellence: A research journey (1985-2018), International Journal of Business Excellence, 19(3), pp.323-363. https://doi.org/10.1504/IJBEX.2019.102819
Westcott, R. ed., 2005. The certified manager of quality/organisational excellence handbook. Pearson Education India. ISBN-13: 9780873898614
Wongrassamee, S., Simmons, J.E. and Gardiner, P.D., 2003. Performance measurement tools: the Balanced Scorecard and the EFQM Excellence Model, Measuring business excellence, 7(1), pp.14-29. https://doi.org/10.1108/13683040310466690
Yousaf, M., and Bris, P., 2019. A systematic literature review of the EFQM excellence model from 1991 to 2019, International Journal of Applied Research in Management and Economics, 2(2), pp.11-15. https://doi.org/10.33422/ijarme.v2i2.211
Zelinova, J. (2016). Company Performance Assessment of Srp Ltd. According to Model Start and Suggestions For Its Improvement. Master’s Thesis, Brno University of Technology, Brno, Czech Republic.
Authors
Střeleček, J. ., Stieberová, B., Kalender, Z. T., & Žilka, M. (2024). An Excellence Model Case Study Assessing the Gap in Managers’ Views by Hierarchical Clustering. Quality Innovation Prosperity, 28(1), 88–106. https://doi.org/10.12776/qip.v28i1.1924
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