Knowledge management issues in the EFQM excellence model framework

Abstract

Purpose–The purpose of this paper is to identify knowledge as a key strategic resource within the EFQMexcellence model. The study also analyses whether the EFQM model helps to create an adequate context forsuccessful knowledge management (KM). A description is given of the synergies between both managementapproaches, with the purpose of reaching sustainable competitive advantages within organizations.Design/methodology/approach–A literature review and a content analysis are carried out which showhow the current version of the EFQM model includes the key aspects of the knowledge management systems(KMS) and its process. Also, the relationships and synergies between both considered managementapproaches are analyzed: quality management and KM.Findings–After a detailed analysis of KM issues in the EFQM model, important synergies andcomplementary elements are appreciated between both management frameworks. Evidence is given of howthe integration of both frameworks constitutes a dynamic capability that can lead organizations to attainsustainable competitive advantages.Practical implications–An exhaustive review is given of the elements related to KM present in the EFQMmodel. In addition, companies are offered guidelines to be able to manage their knowledge through a modelthat is recognized and widespread in the business sphere.Originality/value–The research develops the firstcontent analysis of the process elements and KMS present inthe whole structure of the EFQM model. Furthermore,it is shown how the integration of excellence and KMconstitutes a dynamic capability for organizations basedon continuous improvement, innovation and learning.