La certification selon le modèle d'évaluation EFQM - Analyse critique et recommandations.

Abstract

The EFQM model is a management model that provides multiple approaches for achieving sustainable organisational excellence. It was created in 1988 with the objective of improving the competitiveness of European organisations. Its methodology is based on seven criteria that affect areas such as leadership, people management, stakeholder engagement, sustainable value creation, etc. An organisation that wishes to implement the EFQM process will have to carry out a self-assessment of its activities, with the aim to determine the gap between the results obtained and the desired results. This allows the organisation to identify its strengths and weaknesses and to start thinking about action plans for improvement. The EFQM model will be presented in this thesis from different angles. Indeed, we will cover its benefits and see some critics about it. Following that, some comparisons with other models will also be presented. Then, we will analyse it in a Belgian context. In fact, we will see which organisations have obtained the EFQM label in Belgium. Actually, the majority of certified organisations come from the non-profit sector, and we will try to understand this trend. Finally, through interviews with certified organisations, we will discover that there are factors that can help to obtain the label, and on the opposite, some points that make the EFQM process more difficult to implement.