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An exploratory study of the results of the implementation of EFQM in private Spanish firms

Raquel Gómez-López (Department of Business Administration, Universidad de Cantabria, Santander, Spain)
Ana Maria Serrano-Bedia (Department of Business Administration, Universidad de Cantabria, Santander, Spain)
María Concepción López-Fernández (Department of Business Administration, Universidad de Cantabria, Santander, Spain)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 11 February 2019

Issue publication date: 18 March 2019

414

Abstract

Purpose

The implementation of business excellence models is becoming a key competitive priority for companies, but the type of results they obtain by implementing such models and the importance of such results remain open issues. The purpose of this paper is to clarify the results obtained by companies that implement the European Foundation for Quality Management (EFQM) excellence model, with a focus on their importance and nature.

Design/methodology/approach

An empirical study was conducted in 68 Spanish firms that were immersed in the process of implementing EFQM. The methodology consists of a descriptive analysis and factor analysis in order to determine which groups of results are the most important. Finally, clusters of firms are analyzed to establish their profile in relation to these groups, using cluster analysis.

Findings

This study shows that the main results of the implementation of EFQM are an improvement in the external image of the company and an increased efficiency of internal processes. In addition, the results can be grouped into internal results, human resources results and economic results, with the first group being the most important. Finally, the results show that there are three groups of firms, categorized according to their results orientation: highly results-oriented, moderately results-oriented and minimally results-oriented.

Practical implications

Companies are in a better position to anticipate and solve the problems that may arise during the implementation process if they understand the results of the implementation of EFQM, along with the motivations for and barriers to the implementation. Also, this research shows that the bodies promoting and motivating quality should make a special effort to emphasize the importance of non-financial results in companies that implement EFQM.

Originality/value

This paper extends the knowledge in the field of business excellence models by developing an instrument to measure implementation results from the perspective of quality managers who were specifically appointed to lead the implementation of the EFQM excellence model in companies.

Keywords

Citation

Gómez-López, R., Serrano-Bedia, A.M. and López-Fernández, M.C. (2019), "An exploratory study of the results of the implementation of EFQM in private Spanish firms", International Journal of Quality & Reliability Management, Vol. 36 No. 3, pp. 331-346. https://doi.org/10.1108/IJQRM-01-2018-0023

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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