Monthly Archives: November 2017

A New Excellence Business Model to correct for EFQM Excellence Model shortcomings

1. Does the EFQM Excellence Model have some shortcomings?

Yes, it has, at least in my opinion.

If the reader is not familiar with the model, he is advised to go to the Appendix to read about what is the EFQM Excellence Model as well as about its Positives and Strengths.

The EFQM Excellence Model Framework is shown in the above picture of the heading.

2. Possible Weaknesses

a)      Duplication: In the model, we observe some duplication of content that adds more to complexity rather than to enhancement. As we show by the table below the two components of the model, “The Fundamental Concepts” and “The Criteria” are referring to almost the same or identical things.
On this point of repeated content, the EFQM documentation states that “the text from the Fundamental Concepts is repeated in its entirety in the relevant criterion parts and that in some cases, the text from the Fundamental Concepts has been adapted to fit the specific context of the criterion part.”


The Fundamental Concepts

The Criteria

New (N) or Existing (E)

Adding Value for Customers


Creating a Sustainable Future


Developing Organizational Capacity


Managing with Agility

Harnessing Creativity & Innovation
Learning, Creativity and Innovation


Leading with Vision, Inspiration & Integrity


Succeeding through the Talent of People


Sustaining Outstanding Results
People Results, Customer Results, Society Results and Business Results


Consequently, we think that it will serve simplification and clarity in practice if the two were made into one by having the 1st one, the Concepts, incorporated in the 2nd, and omit the section on Concepts altogether.

Furthermore, the well-defined meaning of the Criteria makes superfluous any of their verbal expressions that now serve as Fundamental Concepts. Besides, the latter’s existence as a separate component may [...]

By |November 19th, 2017|Uncategorized|0 Comments|

Excellent companies care how to handle a difficult customer

An outrageously behaving customer at the teller counter was vociferously complaining about his bill being not right refusing to pay it and creating a lot of commotion all around the office.

What should we do to handle such a clamorous customer?

Here, following, are six brief steps that may serve to remind us the way to a satisfactory structured response.

First, however, take urgently the noisy complainer away from the front line to a back office supervisor who has a private office of his own, and with the complainer’s permission close the door.

Step 1: Before going into the meeting, you as the supervisor in the case, make sure that you have

Three very important prerequisites:

Have the necessary training to deal with difficult customers
Have the willingness to act on behalf of the customer trying your true best to find possible solutions for the complaining customer within the context of the company rules
Have the eagerness to make the necessary time for handling the complaint

Other things you should have:

The necessary resources and knowledge to deal with the case
The appropriate authority for making necessary decisions
Access to higher level support that might be needed

Step 2: At the beginning of the meeting: the preparatory stage

Calm the complainer down by expressing and showing explicitly and convincingly to him your willingness to listen to understand his situation
Devote time to put yourself in the customer shoes and try to see things from the complainer’s side
Show respect for the complainer but firmly state that you expect him likewise to respect the company and its office environment
Remember that niceties can never substitute for the need to address the real problem

Step 3: During the meeting: the actual process

Engage constructively – Listen actively to [...]

By |November 12th, 2017|Uncategorized|0 Comments|