EFQM2020 model: critical success factors and barriers to its implementation

• Autor(a) principal: Ramos, Ana Sofia Morais de Matos Moniz
• Data de Publicação: 2023
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10773/39257
• topic: EFQM model; Barriers; Critical success factors

This research work aimed to investigate the barriers and the critical success factors experienced during the EFQM 2020 model implementation. Urged by the questions raised in the literature regarding the new model, the EFQM’s presumption, the model’s novelty, and the consequent lack of literature concerning its implementation, this research was composed of a literature review and a survey application. The performed literature review’s goal was to give us a sense of the most common barriers and critical success factors experienced in the EFQM model implementation, regardless of the version. 258 organizations who had implemented the EFQM2020 model were contacted to fill in the survey, thus giving us a sense of the barriers and critical success factors experienced during the model implementation. 55 complete surveys were collected, and conclusions point out to a reiteration of the identified barriers and critical success factors, highlighting only the barrier Motivation and involvement of managers with an average of 4.1 for the public and private sector while for the critical success factors the CSF with the highest mean (4.5) was Top management commitment, for both sectors.