D&D Excellence : your Partner for Excellence

The Criteria - in brief

The 'enabler' criteria are about what an organisation does and how it does it. The five ENABLERS are subdivided formally into a total of 24 criterion parts. We show here the main topics which they cover, but for simplicity do not go into the full detail of the 24 parts. (These can be found in the official EFQM/BQF guide to the Model.)

Leadership Creating, role modelling and reinforcing the values, culture and ethics
Active participation internally and externally, ensuring flexibility and managing change
Personally communicating and inspiring
Strategy How strategy is originated
How strategy is communicated to relevant stakeholders
How strategy is implemented and monitored
People Overall people management to create the appropriate environment
Ensuring people are properly prepared for their current and future roles
How people undertake their roles
Partnerships & Resources How the non-people resources of the organisation are managed sustainably to support overall strategy and effective operation of processes:-
a) External partnerships & suppliers
b) Financial resources
c) Buildings, equipment, materials and natural resources
d) Technology
e) Information and knowledge
Processes, Products and Services Process management and improvement
Customer focus in developing, marketing and delivering products and services
Managing and enhancing customer relationships


The four 'results' criteria are about what an organisation has and continues to achieve. The RESULTS are split into two criterion parts each.

Customer, People and Society Results are each split into:

a) Perceptions, which are the direct results obtained from relevant stakeholders

b) Performance Indicators, which are the internal measures used by the organisation to predict the perceptions of the relevant stakeholders

The Business Results criterion is split into:

a) Business Outcomes, which are the key financial & non-financial outcomes that demonstrate the success of the implementation of the strategy from the point of view of the business stakeholders (except those covered in the Customer, People and Society criteria).

b) Business Performance Indicators, which are the internal financial & non-financial measures used to measure the operational performance and help predict and improve the likely Business Outcomes

NB Your organisation may use the expression ‘Performance Indicators’ for your most important measures; it is highly likely that these will spread across most of the Excellence Model's Results criteria and not just be relevant in the Model criterion part of Business Performance Indicators.