A structural analysis of the EFQM model: an assessment of the mediating role of process management

    Eva Suárez Affiliation
    ; José L. Roldán Affiliation
    ; Arturo Calvo-Mora Affiliation


The purpose of this paper is to research how the critical total quality management (TQM) factors present in the European Foundation for Quality Management (EFQM) model make up a management system. This article presents a significant contribution to the current body of TQM by establishing the model's internal working structure as a management system and also by showing how the way in which the organization designs and starts up this system has a bearing on its results. The methodology used is structural equation modeling (Partial Least Squares technique). The sample consisted of 116 firms. Our findings show that: (1) the EFQM model is a reliable and valid framework to measure the results achieved by the firm; (2) The synergies between the critical factors make up a management system, especially, the importance of leadership, strategy and processes for the system's effectiveness and soundness; (3) The obtaining of a measure of the overall results. This allows us to have an overall indicator of the level of excellence attained by the firm; (4) The process management fully mediates the influence of strategy, and alliances and resources management respectively on overall results.

Keyword : total quality management, critical factors, overall results, EFQM, excellence, Partial Least Squares (PLS), continuous improvement

How to Cite
Suárez, E., Roldán, J. L., & Calvo-Mora, A. (2014). A structural analysis of the EFQM model: an assessment of the mediating role of process management. Journal of Business Economics and Management, 15(5), 862-885.
Published in Issue
Nov 27, 2014
Abstract Views
PDF Downloads
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.