1. Broadening the scope for reflection and action

Every company or organization's approach is part of a context (§ 4 of the common ISO management system structure). This context is essentially defined by the organization's challenges (§ 4.1) and its stakeholders (§ 4.2). For an "excellent organization" according to EFQM, these two components of the context must be broadened.

It's not just a question of satisfying the customer, the main stakeholder in a QMS (Quality Management System), but of satisfying (or exceeding) the needs and expectations of all relevant stakeholders (or interested parties, a common QMS term). This extension is confirmed in the figure of principles of ISO 9004, quoted below.

As for the organization's stakes, they include sustainable development and thus CSR (corporate social responsibility). This broadens the scope of reflection and action to include all relevant economic,...