You are a member of the Executive Management Team for the Executive Bank plc. (See case study in the core text entitled ‘Gold Card Protection Service)’ for background information and consider some of the points that we discussed as part of the seminar on the Gold Card Protection Service. The Chief Executive of Executive Bank, plc. has recently attended an Executive Seminar on the EFQM Excellence Model and was impressed with the holistic approach that the model takes to managing an organisation and improving 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 Model can provide a framework for improving organisational performance at Executive Bank plc. 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.