欧洲卓越管理模式.从领导\战略策划\顾客为中卢\以人为本\过程管控\绩效结果等诸多方面做介绍.

Contents
1. The need for a model 4
2. The Fundamental Concepts of Excellence 5
3. The EFQM Excellence Model 6
3.1 Overview 6
3.2 Model contents structure 7
3.3 The RADAR logic 8
3.4 Applying RADAR Logic 9
3.5 Model Criteria 10
CRITERION 1 – Leadership 10
CRITERION 2 – Policy and Strategy 12
CRITERION 3 – People 14
CRITERION 4 – Partnerships and Resources 16
CRITERION 5 – Processes 18
CRITERION 6 – Customer Results 20
CRITERION 7 – People Results 22
CRITERION 8 – Society Results 24
CRITERION 9 – Key Performance Results 26
3.6 The EFQM Excellence Model Glossary of Terms............