Co‐ordinating change through continuous improvement

The co‐ordinating nature of the European Foundation for Quality Management (EFQM) model for business excellence means that it can provide a clear framework for those organizations seeking business excellence and also for those introducing change programmes or that have a number of improvement initiatives under way. The model has the ability to link new and existing programmes, aid and co‐ordinate their roles, and focus their impact. The role of the EFQM model is examined in a case study setting in the context of its introduction on an incremental, unit‐by‐unit (or peripheral change) basis in a large mature service organization with an established strategic process.