chapter 6 - Malaysia Productivity Corporation ( MPC)

ESCALATING ENTERPRISE INNOVATION AND BUSINESS EXCELLENCE
In Europe, the European Foundation for Quality
Management (EFQM) is widely used as a basis for
most NQAs. The framework of EFQM Excellence
Model comprises nine criteria which are shown in
Chart 5.6.
Besides EFQM, there are also several other NQAs for
example, the Australian Business Excellence Award
and the Singapore Quality Award which have their
individual independent framework but their focus
remain similar to the EFQM and MBNQA models.
Among the criteria weighted in the abovementioned
frameworks, leadership criterion is
valued with the highest weightage compared
to other criteria. Besides leadership, people are
another important criterion which carries heavy
weightage.
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Chart 5.6: European Foundation for Quality Management (EFQM Model)
Enablers Results
Leadership People
Strategy
Partnership &
Resources
Processes
Products &
Services
People Results
Customer Results
Society Results
Key Results
Learning, Creativity and Innovation
Besides focusing on customers, employees and
business results are vital for survival in the current
economic environment. Increasing globalisation,
rapid transportation, the information technology
boom and improved communications have
enhanced competitiveness and have further
reduced the gap between developed and
developing economies.
The key concern of organisations is not just
customer satisfaction but customer retention.
Though most corporate entities make profits, they
found it difficult to retain most of their customers
due to intense competition.
Committed employees have a better understanding
of an organisation’s processes, products and
customers and thus can increase the likelihood of
customer satisfaction and loyalty.