An Excellence Model Case Study Assessing the Gap in Managers' Views by Hierarchical Clustering

Jan Střeleček, Barbora Stieberová, Zeynep Tugce Kalender, Miroslav Žilka

An Excellence Model Case Study Assessing the Gap in Managers' Views by Hierarchical Clustering

Číslo: 1/2024
Periodikum: Quality Innovation Prosperity
DOI: 10.12776/qip.v28i1.1924

Klíčová slova: quality management; business excellence assessment; EFQM; cluster analysis; hierarchical grouping

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Anotace: Purpose: This paper highlights the importance of business excellence models for SMEs and compares results from different model versions and managerial perspectives.

Methodology/Approach: In an SME case study, three EFQM versions were applied (START, START PLUS (both based on EFQM 2013) and EFQM 2020) to make a comparative analysis of evaluation results. It utilises hierarchical clustering to gauge managerial agreement and examines the shift from EFQM 2013 to EFQM 2020.


Findings: The paper presents comparative results, emphasising differences in evaluations. These results underscore the robustness of EFQM model versions and the significance of assessing managerial perspectives.


Research Limitation/implication: Similar analysis can be conducted for a large number of companies in order to make a comprehensive statistical comparison. Also, it could be useful to examine the differences among different branches of industry if there are any.


Originality/Value of paper: It is believed that this study will contribute to the existing literature by presenting the case study implementation of the excellence models in an SME. A conducted case study increases originality in a value-added way by using managerial views’ evaluations.