Exploring the links between information capability and the EFQM business excellence model: the case of Basque Country Quality award winners

Abstract

In today's turbulent global environment, using and efficiently managing information is a critical success factor that enables organisations to improve their results. Information capability is a source of competitive advantage and helps companies to achieve higher levels of efficiency. Total quality management (TQM) models are designed to guide organisations in their journey towards business excellence, and they help to identify the role and importance of information as a capability. The aim of this study is to find whether companies with TQM models actually use and manage information efficiently so that they have information capability. In order to achieve this goal, after defining the components of information capability, we reviewed the European Foundation for Quality Management (EFQM) criteria described in the reports of Basque Country Quality award winners to find evidence of these components. In addition, interviews with members of those companies were conducted in order to get additional insights into the findings. This paper presents evidence from organisations at the forefront of TQM practice, showing that many information capability practices are covered in the EFQM model. We found evidence of many information practices, and we saw from the information collected that the most highly developed competence in these companies is the Information Management Competence, while practices related to the information technology Competence and the Information Behaviours and Values Competence are not as evident. Nevertheless, this study is a first approach and is limited by the information shown in the self-assessment reports.