Contents 1. The need for a model 4 2. The Fundamental Concepts of Excellence 5 3. The EFQM Excellence Model 6 3.1 Overview 6 3.2 Model contents structure 7 3.3 The RADAR logic 8 3.4 Applying RADAR Logic 9 3.5 Model Criteria 10 CRITERION 1 – Leadership 10 CRITERION 2 – Policy and Strategy 12 CRITERION 3 – People 14 CRITERION 4 – Partnerships and Resources 16 CRITERION 5 – Processes 18 CRITERION 6 – Customer Results 20 CRITERION 7 – People Results 22 CRITERION 8 – Society Results 24 CRITERION 9 – Key Performance Results 26 3.6 The EFQM Excellence Model Glossary of Terms 28 4. Evaluation Tools 30 4.1 PATHFINDER Card ® 31 4.2 Scoring Matrix ® 32 5. Scoring Summary sheet 36 6. Acknowledgments 37 7. Further Help38 ......