Criterion 1: Leadership

Criterion 2: Policy and Strategy

Criterion 3: People

Criterion 4: Partnership and Resources

Criterion 6: Customer Results

Criterion 7: People Results

Criterion 8: Society Results

Criterion 9: Key Performance Results

Criterion 5: Processes

The recognition of the organization as a process and customer satisfaction as the sum of a number of key processes is central to the Excellence Model.

The models asks how processes are designed, managed and improved in support of policy and strategy and to generate increased value for its customers and other interested parties.

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

How processes are systematically designed and managed.
How processes are improved using innovation and creativity in order to satisfy customer needs and generate value.
How products and services are designed and developed to meet known customer needs.
How products and services are produced, delivered and serviced.
How customer relationships are managed and improved.

Also See: The EFQM Excellence Model