Your Brief

You are a member of the Executive Management Team for the Squire Hotel Group – (See case study at the end of the document) for background information and consider some of the key issues.
The Chief Executive of this Group of hotels has recently attended an Executive Seminar on the EFQM Excellence Model and was impressed with the holistic approach that the model takes to managing, measuring and improving organisational performance.

In view of this, the CEO has asked you to research, critically evaluate and make recommendations in a report to her on whether this EFQM Model can provide a framework for improving organisational performance at the Squire Hotel Group. As part of this report, the CEO is interested to learn whether other service organisations are using this approach and how successful the approach has been in driving organisational improvement.