The extent of EFQM effectiveness in routine and non-routine organizations based on multivariate techniques: an empirical study

Despite the fact that a variety of analyses are conducted based on the performance of business excellence models according to organization type such as ownership, size and etc., the performance of organizations based on the factor of being routine or non-routine has not been investigated yet. In this paper, implementation of the European Foundation for Quality Management (EFQM) model for these types of organizations (routine and non-routine) has been examined. In order to do that, first we have developed a methodology to classify organizations into routine and non-routine categories. Then we have used discriminant analysis based on three factors, including process uncertainty, knowledge strategy and human resource flexibility to classify 64 applicants of Iranian National Quality Award. These factors have been calculated for those organizations based on a questionnaire and then the organizations have been classified into mentioned categories. Then, the scores of these two types of organizations based on assessment process through EFQM model have been compared. The results depict that there is a statistically significant difference between the mean score for routine and non-routine organizations and the mean for routine organizations is higher than the non-routine ones.