EFQM Framework
The full form of EFQM is European Foundation Quality Management, this is a model that has been introduced for excellence in the management field of different sectors, especially the hospitality sector. When the model was launched for the first time in 1989, 67 companies together shoed commitment towards this model. The EFQM is nothing but a self-assessment framework for the management of the company with the help of which the organizations themselves would be able to recognize their areas of strength and weaknesses. When an organization is able to identify the primary areas where they need attention for improvement, it becomes easier to progress towards success. Here the term excellence does not only relate to services but also goods. Hence by improving the quality of products and services, a company can easily increase its sale hence improving the financial condition of the company. The most advantageous part of the model is that it can be applied in the management system of any organization, no matter whether it is big or small.
Companies of different sectors in different parts of the world, especially Europe, has been reported to use the model in order to increase the quality of goods and services. The model is in utilization in more than 30,000 sectors in and outside Europe. The famous companies that have been using the model are Fait Motors, Nestle, Dubai electricity, Volkswagen, etc.
The EFQM model is basically was designed for the managers so that they are able to evaluate between the cause and effect relationship. The model consists of manly nine criteria. Among these, five are associated with the actions of the management, while the rest four are basically related to the results.
The EFQM model 5 enable criteria (which mainly deals with how things are done in the organization) are leadership, people, partnership and resources, policy and strategy, and the rest four are results (showing the achievement of the first 5) are people, society, customer and critical performance.
The application of the model
In general, when an organization faces certain issues in quality, the management, or customer service, it becomes very important for the organization to address the issue as quickly as possible. But the first thing that is required to be done is to find the problematic area which needs improvement. The improvement can be brought about by using various kinds of frameworks or models by choosing the suitable one for the improvement. Thus for the Squire Hotel FQM would be the best suitable model to overcome the issues and improve its management system. Therefore the application of the nine criteria of the model in Squire Hotel is as follows-
Leadership Criteria
Leadership is known to be one of the significant factors that are related to the success or failure of an organization. The leaders always try to attain the objectives of the organization by means of its employees. Harper said that the managers only are concern about the monetary terms of the hotel, and that is what solely are discussed in the meeting at the head office. Thus the main issues remain untouched. Therefore they fail to attain their targets even in monetary terms. In such cases, the managers are expected to take proper measures of their leadership roles and make appropriate utilization of the employee’s effort. In order to achieve success the leader must have a clear idea of what it wants to achieve, then communicating those ideas and goals to his subordinates and employees, this is a crucial step that the leader can definitely take to improve the leadership quality. In the case of the Squire Hotel, the customers are to be made the center of focus, and products and services are to be provided according to their desire in order to retain the customers for the long term. As mentioned communicating with the employees is an excellent way to make them aware of the objectives of the company so that they can work accumulatively towards it.
On the other hand, poor communication can prove to be a disaster in achieving the desired goal. Apart from this, encouraging change in the company and update itself with the current and changing desires of the customers. The leaders should be the initiator to incorporate these changes into the management system of the hotel. In the case of the Squire Hotel, major changes are to be made in customer services, especially improving the speed of the customer service during lunch hours, this would enable the Squire Hotel group to retain their already established customers. From the above discussions in the report, it is clear how important it has become for the Squire Hotel o improve the quality of its foods and services and add more varieties into their menu to combat with the competitive pressure that has generated.
Strategy criteria
The strategy is created based on the needs of the various stakeholders of an organization, which includes the people, customers, suppliers, partners, and society. The stakeholders assist an organization in establishing its processes, which eventually boosts the present and future expectations and needs. The organization managers use this kind of technique in scenario creation, survey, etc. to know the needs of the stakeholders.
In the case study, both the demands and the needs of the customers are developed; these modifications are made to meet the needs of the stakeholders; this eventually leads to the satisfaction of the customers as well. In the case of ensuring the improvement in management, the employees should come up with smarter strategies; this would enable them to meet with the desired needs of the customers, which has to be operated in the said budget limit. The hotel should give even more responsibility to the line managers because they are the ones who would be best at evaluating the needs of the stakeholders.
Suggestions
Success through people
People are an important factor for the organization. This includes the people working in the company as employees, workers; they are able to provide a creative vision, motivation, and inspiration for the company. They provide skills and competencies to the company. The organization’s people would be developed by means of proper training, involvement, and dedication towards work, motivation, and encouragement to be effective. Through applications such as staff appraisal, staff surveys, staff meetings, the manager can evaluate the effectiveness of an employee.
Building partnership
Entering into the partnership is proved to be a beneficial choice for most of organizations. Partnerships are commonly formed with the customers, suppliers, society, etc. For the Squire Hotel group making this partnership would support their policies and strategies to a certain extent as well as the proper functioning of the processes. Also, developing ties with the local companies would go a long way in practicing the management of the company.
Managing Processes
Proper strategic planning of the organization would help the management to enhance the product, services, and processes, thus satisfying the customers and stakeholders as a whole. The Squire Hotel must indulge in such kinds of processes in order to improve the quality of service and product department; this would also help in improving the overall performance of the company.
Conclusion
It can be concluded that the case study report was based on the Squire Hotel, evaluating the issues it has been facing over a couple of years in the management department, which has eventually lead to the downfall of the organization. Here in the case study, the EFQM model has been suggested to the company to better their management sales and improve the customer satisfaction level and profit margin. Hence it can be expected that the EFQM model would be able to resolve most of the problems that are faced by the hotel, as per the records the model has been proved to be beneficial for most of the European organizations who have used it. The problems that are faced by the Squire Hotel are typical hospitality management issues that are more or less faced by all companies, so it is nothing that cannot be fixed. What it wants is a framework model for systematic follow; in here, EFQM would serve the job.