Glossary

Action

Phase during which the person responsible for the action carries out work resulting in the supply of a deliverable.

EFQM

This model is not a management system standard like ISO9001, which calls for compliance, but a benchmark for assessing an organization's maturity alignment in terms of both the factors (approaches and practices) implemented and the results (performance and perception) obtained, based on the 32 points (called sub-criteria), grouped into 9 themes (or criteria), of its excellence model.

The 9 themes are Leadership, Strategy, People, Partnership and Resources, Processes, Products and Services, (these themes are factors) and Results for Customers, People, Community, Business (definition taken from the EFQM Lexitis Editions guide).

Delivery item...