Table 1.

Definitions of the Model criteria (adapted from EFQM, 2003a).

MODEL CRITERIA	DEFINITION
Leadership	Excellent Leaders develop and facilitate the achievement of the mission and vision. They develop organisational values and systems required for sustainable success and implement these via their actions and behaviours. During periods of change they retain a constancy of purpose. Where required, such leaders are able to change the direction of the organisation and inspire others to follow.
Policy & Strategy	Excellent Organisations implement their mission and vision by developing a stakeholder focused strategy that takes account of the market and sector in which it operates. Policies, plans, objectives, and processes are developed and deployed to deliver the strategy.
People	Excellent organisations manage, develop and release the full potential of their people at an individual, team-based and organisational level. They promote fairness and equality and involve and empower their people. They care for, communicate, reward and recognise, in a way that motivates staff and builds commitment to using their skills and knowledge for the benefit of the organisation.
Partnerships & Resources	Excellent organisations plan and manage external partnerships, suppliers and internal resources in order to support policy and strategy and the effective operation of processes. During planning and whilst managing partnerships and resources they balance the current and future needs of the organisation, the community and the environment.
Processes	Excellent organisations design, manage and improve processes in order to fully satisfy, and generate increasing value for, customers and other stakeholders.
Customer Results	Excellent organisations comprehensively measure and achieve outstanding results with respect to their customers.
People Results	Excellent organisations comprehensively measure and achieve outstanding results with respect to their people.
Society Results	Excellent organisations comprehensively measure and achieve outstanding results with respect to society.
Key PerformanceResults	Excellent organisations comprehensively measure and achieve outstanding results with respect to the key elements of their policy and strategy.