Assessment and improvement of organisational social impact through the EFQM Excellence Model

Abstract

Total quality management (TQM) and corporate social responsibility (CSR) arerelevant management philosophies and frameworks that organisations use to helpgenerate a sustainable competitive advantage. This contribution aims to study theinfluence of TQM social factors (leadership and human resource) and TQMtechnical and strategic factors (Strategy-Resources management and processmanagement) with social results. The hypotheses proposed in our research model aretested on a sample of 116 Spanish companies, with experience in TQM throughassessments by means of the European Foundation for Quality Management(EFQM) Excellence Model. The partial least squares structural equations modelling(PLS-SEM) approach was used to test the research model. Our findings indicate thatthe EFQM Excellence Model is a reliable and valid framework with which tomeasure and improve the organisational social impact. The synergies and theindirect effects between the TQM critical factors, in the EFQM Excellence Modelframework, constitute a management system. Moreover, the TQM social factors andStrategy-Resources management factors determine the efficiency with which anorganisation manages its key processes, which have a significant impact on thesocial results that organisations are capable of achieving.