Results

The third pillar of the EFQM Model covers what the organisation has achieved. It is the Results pillar.

You have probably realised by now that there should be a clear link through the 3 pillars. For example, if an organisation has decided that it wants to expand into a new geographical area, you would expect to see a plan under the Direction pillar. You would then expect to see some actions to generate the expansion under the Execution pillar. Finally, when you look at the Results pillar, you would also expect to see that the organisation has measured its expansion in some way. The expansion could be measured in financial terms, number of customers in the new location, number of outlets, etc.

Click here to take a closer look at the image of the EFQM Model

You can see from the diagram that the Results pillar is split into 2 criteria. The criteria cover different types of results:

• Stakeholder perceptions – these results tell you what your stakeholders think of your organisation. You should consider the same stakeholder groups as before (customers; people; business and governing stakeholder; society; partners and suppliers). You could use surveys, ratings, feedback, focus groups or other methods to gather the results.
• Key performance measures – these results tell you whether your organisation is performing well and if it is likely to meet its goals. They could include financial performance, sales, quality, delivery, business growth, etc.

Does your organisation measure the perceptions of its stakeholders? If so, what does it do?