Best practice in business excellence

Abstract

This paper presents the results of several man-years' work to identify and understand best practice under the criteria and sub-criteria of the EFQM Excellence Model. A new implementa-tion framework for the Excellence Model, based on a value chain, is used to show how organizations, from both the public and private sectors, have addressed the requirements of the Model to bring about excellent performance. There are short illustrations of best practice under each of the criteria, together with an analysis of how successful organizations achieve total quality through feedback, learning and innovation.