20-20-20 Meeting

Kulpreet Nanda (BIS; India) provided a fantastic overview of the EFQM Model and how it relates to the service management system (SMS). The EFQM model has been used as a quality management tool for European companies for years. It provides a holistic review/overview of the organization and links the “cause and effect” of its actions by not only measuring the intents but also results.

The model is divided into three main areas: direction (why the organization exists), execution (how it intends to deliver on its strategic plans), and results (what has been delivered and what does it intend to achieve in the future). There are multiple criteria (and sub-criteria) that create an overall measurement that the organization can then use to baseline and then define an improvement plan.

The SMS, as defined by ISO/IEC 20000-1:2018, maps to specific areas within the EFQM model. For example, Clauses 4, 5, and 6 (Context of the organization, Leadership, Planning, respectively) map to the Purpose, Vision, and Strategy criterion. It was agreed via the resulting discussions that the EFQM model is much more comprehensive in breadth and depth than the requirements within ISO/IEC 20000-1, which was to be expected. BUT, organizations that have successfully adopted a SMS, manage it, and subsequent look for improvements, would find the EFQM model a valuable tool.