A structural analysis of the EFQM model: an assessment of the mediating role of process management

Abstract

The purpose of this paper is to research how the critical total quality management (TQM) factors present in the European Foundation for Quality Management (EFQM) model make up a management system. This article presents a significant contribution to the current body of TQM by establishing the model's internal working structure as a management system and also by showing how the way in which the organization designs and starts up this system has a bearing on its results. The methodology used is structural equation modeling (Partial Least Squares technique). The sample consisted of 116 firms. Our findings show that: (1) the EFQM model is a reliable and valid framework to measure the results achieved by the firm; (2) The synergies between the critical factors make up a management system, especially, the importance of leadership, strategy and processes for the system's effectiveness and soundness; (3) The obtaining of a measure of the overall results. This allows us to have an overall indicator of the level of excellence attained by the firm; (4) The process management fully mediates the influence of strategy, and alliances and resources management respectively on overall results.

Keywords:

• total quality management
• critical factors
• overall results
• EFQM
• excellence
• Partial Least Squares (PLS)
• continuous improvement

JEL Classification:

• M10
• L25
• C31

Additional information

Notes on contributors

Eva Suárez

Eva SUÁREZ is an experienced consultant on advanced management systems. She works in a Technological Centre of Engineering and Knowledge Management. She has coordinated more than 100 evaluation processes using the EFQM model and she has designed and implemented evaluation systems. She has also taken part in a number of European projects concerning innovation and technology management. Her latest works have been published in the scientific magazines Tourism & Management Studies and Papers de Tourisme. Quality management, business economy, knowledge management, tourism management and PLS methodology are among her investigation concerns.

José L. Roldán

José L. ROLDÁN, Dr, is Associate Professor of Management at the Faculty of Economics and Business Administration, University of Seville (Spain). He has lately contributed to publications such as the British Journal of Management, European Journal of Information Systems, International Small Business Journal, Computers in Human Behavior, Handbook of Partial Least Squares, Industrial Marketing Management, International Journal of Technology Management, and Internet Research. Currently he is on the editorial board of The Database for Advances in Information Systems, and was guest editor of the European Journal of Information Systems’ Special Issue on Quantitative Research Methodology. He is keen on researching in business intelligence, social network sites and PLS methodology, among other areas.

Arturo Calvo-Mora

Arturo CALVO-MORA, Dr, is Associate Professor of Management at the Faculty of Economics and Business Administration and at the Faculty of Tourism and Finance, University of Seville (Spain). His recent contributions have been published in Journal of Business Research, Total Quality Management & Business Excellence, International Journal of Operations & Production Management, Quality Assurance in Education, Tourism & Management Studies, Papers de Tourisme and the Revista Europea de Dirección y Economía de la Empresa. Additionally, he has participated in a number of European projects related to tourism, innovation and technology management. His research interests include quality management, knowledge management, business economy, tourism management and PLS methodology.