ABSTRACT
The selection of a basic measurement system is
based on a comparison of the advantages and
disadvantages of each system, and the EFQM
Excellence model is the measurement system of
choice (Chinda, 2008). The model consists of nine
criteria, five of which are ‘enablers’ and four of
which are ‘results’. Enablers include Leadership
(Lds), Policy and Strategy (Pol), People (Ppl),
Partnerships and Resources (Prs), and Processes
(Pro), and results include People,Customer,
Society, and Key Performance results. Put simply,
enablers cover what an organization is doing, while
results cover what an organization aims to achieve.
In this study, however, the focus has been mainly
on the improvements of, and interactions among,
the enablers’ criteria to achieve better results. For
this reason the four ‘results’ criteria are combined
together into a single construct (referred as Goals).
Accordingly, the proposed CSC model comprises
six constructs, as shown in Figure 1.
