7. Glossary

Excellence

"Excellent organizations achieve and sustain outstanding performance that meets or exceeds the expectations of all their stakeholders". This extract from EFQM's 2013 brochure corroborates the definition of total quality: total quality management is part of a broader vision of the company, known as "systemic", in the short, medium and long term. This notion of sustainability is underlined by the evolution of the sub-titles of ISO 9004: "quality system elements" in 1994, "performance improvement" in 2000 and "sustainable performance management" in 2009.

Excellence (strategic, managerial, operational) therefore implies sustainable development for the company, consistent with its social responsibility. Indeed, ISO 26000 defines corporate social responsibility as the company's contribution to sustainable development, in the planetary...