Outline, compare and evaluate the objectives and guidlines supporting
EFQM, Best Value, Quest ans BS5750 (ISO9001) quality marks. ... Introduction
Within the last years quality has become a very important factor in business and society. Some authors, like Peter Mills in the book „Quality in the Leisure Industry, already describe the word „quality“ as the buzz word of the 90´s. However, what is quality and which systems and organisations can be found on national and international level? The goal of this document is to work through four quality marks and try to find weaknesses and strengths and finally try to find the most appropriate and user friendly scheme for the Leisure Industry. ... What is quality?
There are a lot of different explanations for „quality“ around the world and still many people do not really know how do define quality.
ISO 8402 – quality vocabulary – International Standars Organisation
„Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.“
To define quality and for integrating quality within a business it is important to know who the costumer is, in which business are we in and what kind of service does the costumer expect? ...
One could say that quality is a total concept combining the management, the employees, the external environment of the business and most importantly the customer on an ongoing process to achieve a continual quality improvement.
This is now the part, where companies take advantage of a wide range of quality systems, suporting them to achieve the total quality. ... EFQM – European Foundation for Quality Management
3. ...
EFQM tries to improve the effectiveness and efficiency of companies in Europe by showing them the importance of quality and helps them to develop quality improvment.
To understand the goal of EFQM it is good to look at their mission, written in 1988:
EFQM was founded:
To stimulate and assist organisations throughout Europe to participate in improvement activities leading ultimately to excellence in customer satisfaction, employee satisfaction, impact on society and business results; and
To support the managers of European organisations in accelerating the process of making Total Quality Management a decisive factor for achieving global competitive advantage.
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