卓越管理模式知識英文(pdf 40頁)

1. The need for a model 4
2. The Fundamental Concepts of Excellence 5
3. The EFQM Excellence Model 6
3.1 Overview 6
3.2 Model contents structure 7
3.3 The RADAR logic 8
3.4 Applying RADAR Logic 9
3.5 Model Criteria 10
CRITERION 1 – Leadership 10
CRITERION 2 – Policy and Strategy 12
CRITERION 3 – People 14
CRITERION 4 – Partnerships and Resources 16
CRITERION 5 – Processes 18
CRITERION 6 – Customer Results 20
CRITERION 7 – People Results 22
CRITERION 8 – Society Results 24
CRITERION 9 – Key Performance Results 26
3.6 The EFQM Excellence Model Glossary of Terms 28
4. Evaluation Tools 30
4.1 PATHFINDER Card ? 31
4.2 Scoring Matrix ? 32
5. Scoring Summary sheet 36
6. Acknowledgments 37
7. Further Help 38

Regardless of sector, size, structure or maturity,to be successful, organisations need to establishan appropriate management system. The EFQMExcellence Model is a practical tool to help
organisations do this by measuring where theyare on the path to Excellence; helping themunderstand the gaps; and then stimulatingsolutions. The EFQM is committed to researchingand updating the Model with the inputs of testedgood practices from thousands of organisationsboth within and outside of Europe. In this waywe ensure the model remains dynamic and inline with current management thinking.

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