EFQM Set of 4 User Guides

This set of 4 User Guides comprises of:

- EFQM Management Document
- Understanding and Organisation's Stakeholders
- Perception Surveys
- DMAIC Improvement Methodology

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The EFQM Management Document provides a simple format for describing how the strategic objectives of an organisation are being implemented. It uses the framework of the EFQM Excellence Model to describe the key approaches adopted, how they are being deployed and the results achieved.

An efficient way of describing your organisation's activities and achievements. The EFQM Management Document provides a simple, holistic overview of the key activities undertaken by the organisation, where the key approaches are implemented and who is responsible for ensuring they deliver the expected results.


As stakeholders have either influence or interest in the performance of the organisation, it is key that any organisation has clearly identified the different stakeholder groups, understands their level of influence and takes their opinions, priorities and concerns into account when developing and reviewing strategy and supporting policies.

Your access to approaches used to identify the key stakeholders of your organisation. Depending on the size, scope and core activities of your organisation, you should select the method, which you think best meets your needs.


The field of Market Research is constantly evolving, with new theories and analytical techniques being developed, in addition to existing ones being refined based on new learning. Taking a holistic view to collecting and collating the perception data from the different stakeholder groups is crucial to gaining a clear understanding of their needs and expectations.

Your access to practical insights into developing stakeholder perception surveys. The majority of the approaches described in this guide are relevant to each of stakeholder groups : customer, people and society.


DMAIC is a structured approach for problem solving. It is often used in Six Sigma or Lean approaches to define the stages of a project. It provides a framework for understanding the root causes of a problem and then developing appropriate solutions to eliminate them.

Your simple way to start use DMAIC principles to structure improvement projects in your organisation. There is a clear alignment between the DMAIC approach and the RADAR, although the RADAR is an ongoing cycle which looks at continually improving and refining approaches over time.