Criterion 1: Leadership

Criterion 2: Policy and Strategy

Criterion 4: Partnership and Resources

Criterion 5: Processes

Criterion 6: Customer Results

Criterion 7: People Results

Criterion 8: Society Results

Criterion 9: Key Performance Results

Criterion 3: People

High quality products and services are delivered by staff whose morale is high, who understand the needs of customers and the organization, and who are involved in a culture which releases the potential of individuals and teams in support of policy, strategy and operating processes.

In practice the model asks you to address the questions of:

How people resources are managed, planned and improved.
How people's knowledge and competencies are identified, developed and sustained.
How people are involved and empowered.
How people and the organization have a dialogue.
How people are rewarded, recognized and cared for.

Also See: The EFQM Excellence Model