Analysis of the key TQM factors in the EFQM model and their relation to key business results

摘要

It is common in the literature on TQM to differentiate between soft and hard critical factors. This work aims to identify these factors in the EFQM Excellence model and to determine their influence on key business results. The analyses are carried out with a sample of 116 firms evaluated according to the model cited. First, the factorial analysis groups together the EFQM's five facilitating agents' criteria in three factors: (1) soft factors, (2) the strategic management of partnership and resources and (3) processes management. Second, the regression techniques point out the influence of the hard factors (the strategic management of partnership and resources, and processes management) on the key business results and it is noted that the influence of the soft factors on the results is produced through the mediation of the hard factors of TQM.