Revised to align with EFQM 2013, with addition of EFQM Scoring Summary Sheet and links to related books. Available in printed form and as an e-book, in English and Finnish.
The book demonstrated how Al and Sam act and think regarding the seven processes in their service provider business with the help of the EFQM, Baldrige or BEF framework and the ISO 9001 standard.
The examples are applicable to professional enterprises, whatever their size, as well as to in-house specialists in an organisation.
“The book gives a good picture of the practical processes of a small enterprise and acts as a basis for compiling the entrepreneur's own checklist and for identifying critical points. I recommend reading the book with thought to every expert who wants to make his or her operations more systematic and increase customer satisfaction." Reijo Rainio, chief consultant.
Keywords: business management, organization, leadership, management system, governance standards, the standard requirements, iso 9001, management responsibility, resource management, resource planning, customer processes, customers, production, services, measurement, measurement system, certification, purchasing, environmental management, customer satisfaction, self-assessment, quality management, quality control system, operating system, quality management, process management, product development, service development, business processes, resource management, management system, products, services, customer relations, development, development management, continuous improvement, change management, customer needs, competitiveness, measurement, quality policy, management review, product development, product planning, auditing, internal audits, continuous improvement, traceability, qualification, product requirements, working environment, customer communications, operating system standard requirements, quality system, quality management, risk management, solo entrepreneurs, micro-enterprise, entrepreneurial, entrepreneurship, process management, process improvement, business processes, self-employed