ABSTRACT
It is widely recognized that quality is multidimensional (Donabedian, 1980; Maxwell, 1992). This multidimensionality relates both to how we define quality (see Figure 8.1) and to the ways in which organizations can act to improve quality. There are a number of quality assessment frameworks which might provide a guide for organizations seeking continuous improvement in their activities and results. One such generic framework is the European Foundation of Quality Management (EFQM) business excellence model. This model (see Figure 8.2) consists of nine elements which are grouped into two broad areas: enablers – how we do things; results – what we target, measure and achieve. Organizations are encouraged to undertake a comprehensive and systematic review of their activities and results, using the nine elements of the business excellence model. This chapter considers one of the nine elements identified by the EFQM model – people management.
