EFQM Business Excellence Model Case Study [Electronics Manufacturer]


This case study unveils the transformative power of the EFQM Excellence Model in an electronics manufacturing scenario. Discover the practical steps taken, the strategies employed, and the impressive results achieved.


In an era where organizations are expected to be agile, customer-centric, and highly competitive, businesses need a comprehensive model to help them navigate this complex landscape. This is especially important in the electronics manufacturing sector, where innovations and market shifts occur lightning.

A leading electronics manufacturer sought an effective way to improve business performance across all organizational units and levels. The aim was to enhance leadership effectiveness, process improvements, customer satisfaction, and employee engagement, ultimately improving their competitive positioning and business results.

The electronics manufacturer implemented the EFQM Business Excellence Model to address these challenges. This strategic program was instrumental for strategy development, business reporting, and evaluating leadership effectiveness, process improvements, and customer satisfaction across all organizational units and levels.

The company introduced several tools, such as Quality Improvement Teams and Black Belts based on Six Sigma methodology, as part of the program. Process Survey Tools (PSTs) were developed for each core process, significantly improving processes towards World-Class Level and standardizing core processes across divisions.

Implementing the Balanced Score Card provided a clear structure for all key business targets, linking them from the strategic division targets to all operational units and individuals. This meant all improvement projects had clear targets to support the strategy and achieve key business results.

Outcome: As a result of this strategic shift, the electronics manufacturer experienced impressive improvement results. There was a significant impact on cost reductions at the operational level, while their ability to effectively anticipate changes in the market and the global economy improved markedly. This resulted in positive financial results that exceeded expectations, adding value to shareholders' satisfaction and positioning the organization as a leader in the electronics manufacturing industry.

The learnings from this case study offer valuable insights for CIOs in various ways:

  1. Enhancing Organizational Agility: By implementing a holistic model such as the EFQM Business Excellence Model, CIOs can foster an environment that promotes continuous improvement and innovation. This can make their IT departments more responsive and adaptive to technology, and business needs changes.
  2. Standardizing Processes: The case study highlights the benefits of process standardization across divisions. CIOs can apply this principle by developing standardized IT processes, which can increase efficiency, reduce errors, and ensure a consistent quality of service.
  3. Leveraging Data for Decision Making: Using tools like the Balanced Scorecard provides a data-driven approach to managing performance. CIOs can use such tools to measure the performance of IT services, make informed decisions, and align IT initiatives with business objectives.
  4. Improving Stakeholder Satisfaction: The case study underscores the importance of focusing on stakeholder satisfaction. CIOs can utilize customer-centric strategies to improve user experiences and services, thereby increasing satisfaction levels among internal and external customers.
  5. Cost Reduction: Implementing an 'Asset Light' strategy, as the electronics manufacturer did, can lead to significant cost reductions. CIOs can consider similar approaches to minimize IT costs, such as transitioning to cloud-based services or reducing physical infrastructure.
  6. Risk Management: The manufacturer effectively managed its risk profile by creating partnerships and outsourcing certain functions. Similarly, CIOs can strategically outsource non-core IT functions to mitigate risks and allow the in-house team to focus on core business activities.

In summary, by applying the principles and strategies highlighted in this case study, CIOs can drive performance improvement, enhance strategic alignment, and boost stakeholder satisfaction.




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