出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantage by measuring where they are on their path to excellence. However, it does not tell the organization what to do or how it should manage any of these areas. In this study, we suggest a structure to overcome this gap. We present a method, matrix reflections, to find a tool set that can be used for designing improvement approaches in order to reach desired results.
关键词：EFQM; quality improvement tools; matrix reflections method; business excellence model
