A decision model for self‐assessment of business process based on the EFQM excellence model

Abstract

In response to the criticism on the measurement system of self‐assessment against the European Foundation for Quality Management (EFQM) model, this paper reports the development of a more scientific and accurate scoring method. The decision model constructed has focused on the “processes” criterion of the EFQM model and can perform three main tasks: to score the self‐assessment submission document; to identify strengths and areas for improvement; and to simulate different scenarios for improvement planning. The model was implemented and tested using two award simulation documents from an electricity distribution utility and a water‐supply company. The results for one of the companies are reported and analysed in this paper. The analysis of the results has proved the reliability and accuracy of the new model. Using the decision model, two systematic methods were developed to identify strengths and areas for improvement and the findings are reported. The model's ability to link self‐assessment with the strategic‐planning process is also commented upon.