More about the Model...
The EFQM (European Framework For Quality) model forms the foundation of the SDI Service Desk Certification standards. The Model was introduced at the beginning of 1992 as the framework for assessing organisations for the European Quality Award. It has now become the most widely used organisational framework in Europe and it has become the basis for the majority of international, national and regional accreditation programmes.
The EFQM Excellence Model is a practical tool that can be used in a number of different ways:
- As a tool for Self-Assessment
- As a way to Benchmark with other organisations
- As a guide to identify areas for Improvement
The framework is non-prescriptive and based on nine concepts, consisting of Five 'Enablers' and four 'Results'. The 'Enablers' cover what your organisation does; the 'Results' cover what your organisation achieves. 'Results' are caused by 'Enablers' and 'Enablers' are improved using feedback from 'Results'.
Nine certification concepts
- Leadership
- Policy & Strategy
- People & Management
- Partnerships & Resources
- Processes
- People Satisfaction
- Customer Satisfaction
- Performance Results
- Social Responsibility
The EFQM Model is presented in diagram form below. The arrows emphasise the dynamic nature of the Model. They show innovation and learning helping to improve enablers that in turn lead to improved results:
