Document Type

Closed Project

Publication Date

Fall 2010

Course Title

Total Quality Management

Course Number

ETM 560/660


EFQM (Foundation), British Telecom -- Management, ISO 9001 Standard, Total quality management


European Foundation for Quality Model or EFQM (website: is a non-profit membership foundation that provides support to organizations and their senior leaders in their need to implement quality strategies. Today, EFQM's network encompasses over 700 organizations which work together to improve their capabilities in understanding and implementing what delivers higher performance. In Europe it is the most widely followed quality program. EFQM's key approach is learning through knowledge exchange.

In the 1950s Quality Assurance was gaining ground in Europe. It was a well-developed discipline, practiced by many companies in a variety of formats. However, it was believed that an actual European focus on Total Quality Management (TQM), in which the best ideas from around the world could be brought together, was missing. For that reason, 14 CEOs of prominent European businesses created the European Foundation for Quality Management, later referred to as EFQM. This effort was supported by the European Commission and the European Quality Promotion Policy. In 1989 the terms of reference of EFQM were established and Mr. Cornelius van der Klugt, then CEO of Philips, was confirmed as the first President of the EFQM. British Telecommunications plc (BT) was a founding member.

BT has been closely linked with EFQM from its inception to today. The BT case study follows a description of the EFQM framework and methodology.


This project is only available to students, staff, and faculty of Portland State University

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