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Empirical classification of European Foundation for Quality Management (EFQM) model enabler sub-criteria using a quadrant matrix

Narasimha Murthy (Mechanical Engineering, Birla Institute of Technology and Science, Pilani, India)
Kuldip Singh Sangwan (Mechanical Department, Birla Institute of Technology and Science, Pilani, India)
Nuggenahalli S. Narahari (Industrial Engineering and Management, RV College of Engineering, Bangalore, India)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 10 May 2021

Issue publication date: 25 January 2022

567

Abstract

Purpose

The purpose of this paper is to examine how sub-criteria of the European Foundation for Quality Management (EFQM) model is structurally connected and influence each other. This paper also tries to find the underpinning logics in the EFQM model.

Design/methodology/approach

The study uses the empirical methodology based on assessment scores of 58 different organizations to gauge the underlying structure, develop the construct and establish interlinkages among the various sub-criteria in the EFQM model. Statistical analysis is used to find the impact on results and cross influencing of criteria at the sub-criteria level. The factorial analysis is carried out using the Doe technique to create factorial plots for result categories (customer results, people results, society results and business results). The approach is to unravel (1) the role played by each sub-criterion of the model, (2) the effects of sub-criteria on the results of the EFQM model and (3) the influence of sub-criteria on the managerial aspects of the model in an organizational context.

Findings

The EFQM sub-criteria are categorised as promoters, proponents, defenders or detractors based on their impact on the results and cross-influence on each other. The study unfolded seven sub-criteria positively impacting the results and one sub-criterion negatively impacting the results if not handled properly. Out of 32 sub-criteria, nine sub-criteria are influencing more than six other sub-criteria.

Originality/value

The paper investigates, for the first time: (1) the role played by each sub-criteria of the model; (2) the relationships that are produced between these sub-criteria on the EFQM results and (3) identify how such sub-criteria would influence the managerial aspects of the model in an organizational context. This research develops underlying logics in the EFQM model using Doe factorial methods for overcoming the multi-collinearity.

Keywords

Acknowledgements

The author would like to extend sincere gratitude and thanks to the Industry Senior Experts of the business excellence model and assessors Mr. K.S.G. Shankar, Mr. T.R. Prasad, Mr. Anand Govekar, Mr. K.R. Shivakumar, V.R.K. Nakkina and Mr. C.V. Murali. Also, the author would like to extend sincere gratitude and guidance of Prof. U. Haridas Acharya, Indian Statistical Institute and Prashant Patil for his support in preparing the paper.

Citation

Murthy, N., Sangwan, K.S. and Narahari, N.S. (2022), "Empirical classification of European Foundation for Quality Management (EFQM) model enabler sub-criteria using a quadrant matrix", International Journal of Quality & Reliability Management, Vol. 39 No. 2, pp. 537-569. https://doi.org/10.1108/IJQRM-10-2020-0351

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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