Implementing the EFQM excellence model in a local authority

Abstract

Many organisations, including a number of those in the public sector, have adopted the EFQM excellence model as a means of improving performance. Supported, and in some cases driven, by central government’s “best value” agenda, some local authorities have adopted the model as a means of improving services and demonstrating continuous improvement. For many organisations there can be problems getting employees to “buy in” to the model’s approach and this can adversely affect the benefits that could be gained from implementation. This paper reports on a unique approach to implementation that managed to get all employees involved in the process and thus allowed the organisation to reap the necessary benefits and advance to the next stage in the improvement process.

Citation

George, C., Cooper, F. and Douglas, A. (2003), "Implementing the EFQM excellence model in a local authority", Managerial Auditing Journal, Vol. 18 No. 2, pp. 122-127. https://doi.org/10.1108/02686900310455100