Organisations new to the use of the EFQM Excellence Model do not always find it easy to understand. This paper reports upon the observations of two experienced assessors and highlights several areas that have been found to raise queries or cause confusion among novice users.
|Title of host publication
|Business excellence: proceedings of the 8th international conference on ISO 9000 & TQM
|S. Ho, J. Dalrymple
|National Quality Institute
|Published - Apr 2003