HUMAN RESOURCE MANAGEMENT PRACTICE - Fichier PDF

44 ❚ Managing peoplepredominantly on profit, in order to deliver the promises made to the City and shareholders,but the company feels that more focus is now needed on service and morale.The EFQM model of qualityThe European Foundation for Quality Management (EFQM) model of quality asshown in Figure 2.3 provides another framework for measuring and reporting onhuman capital management. It indicates that customer satisfaction, people(employee) satisfaction and impact on society are achieved through leadership. Thisdrives the policy and strategy, people management, resources and processes requiredto produce excellence in business results.PeoplemanagementPeoplesatisfactionLeadershipResourcesProcessesCustomersatisfactionBusinessresultsPolicy andstrategyImpact onsocietyEnablersResultsFigure 2.3The EFQM modelThe nine elements in the model are defined as follows:1. Leadership – how the behaviour and actions of the executive team and all otherleaders inspire, support and promote a high performance culture.2. Policy and strategy – how the organization formulates, deploys and reviews itspolicy and strategy and turns them into plans and actions.3. People management – how the organization realizes the full potential of its people.