A modified EFQM Excellence Model for effective evaluation in the hotel industry

Abstract

The objective of this study is to develop a modified European Foundation for Quality Management (EFQM) Excellence Model with new scores particularly for the hotel industry by using the fuzzy analytic hierarchy process, a multi-criteria decision-making method. Application of the EFQM Excellence Model for self-assessment is popular, but the evaluation scores underpinning the current EFQM Excellence Model are unchanged for all industries. This affects the accuracy and effectiveness of evaluation. The findings indicate that new Enablers receive a score of 450 points, and new Results receive a score of 550 points, and the deviation is substantial from the conventional EFQM Excellence Model, under which Enablers and Results each score 500 points. Surprisingly, the new Customer Results in the modified EFQM Excellence Model earn a score of 230 points; this indicates that the customer domain is the critical success factor for the hotel industry. The new score of each indicator is specified; the limitations and further study are also discussed.

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