Marija Radosavljević, Gorica Bošković, Edin Kalač

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EFQM business excellence model contains nine criteria by which management of enterprises may conduct self-evaluation to identify the level of business quality in order to achieve business excellence. These criteria also form the basis for evaluating business excellence of enterprises in the process of rewarding quality. This paper is based on theoretical and empirical research aimed at identifying the usefulness of the EFQM model. Through results of empirical research, the paper presents the state of small and medium-sized enterprises in the Republic of Serbia from the perspective of the European Foundation for Quality Management (EFQM) Excellence Model. We measured the level of quality of business excellence elements in small and medium-sized enterprises in the Republic of Serbia according to the methodology of the European Foundation for Quality Management and conducted an analysis of results for each of the nine elements. Subsequently, we gave further recommendations for managers. The aim of the paper is to demonstrate to the scientific and professional community the insufficient level of business excellence model implementation and the need for disseminating information about the EFQM model, especially in small and medium-sized enterprises in the Republic of Serbia.

Key words: business excellence, quality, EFQM, small and medium enterprises, performance.


EFQM модел пословне изврсности садржи девет критеријума на основу којих менаџмент предузећа може вршити самоевалуацију ради идентификовања нивоа квалитета пословања, а у циљу достизања пословне изврсности. Ови критеријуми представљају и основу за оцењивање пословне изврсности предузећа и у поступку награђивања за квалитет. Рад је резултат теоријског и емпиријског истраживања усмереног ка идентификовању корисности EFQM модела. Резултати емпиријског истраживања приказују стање малих и средњих предузећа у Србији из угла Европског модела пословне изврсности. Ниво квалитета елемената пословне изврсности у малим и средњим предузећима у Републици Србији мерен је према методологији Европске фондације за управљање квалитетом и извршена анализа рeзултата пo свакoм oд 9 пojeдиначних eлeмeната EFQM мoдeла, те су на oснoву тoга фoрмулисане даље прeпoрукe за менаџере. Намера аутора је да научној и стручној јавности укаже на низак ниво примене модела пословне изврсности, као и на саму потребу ширења информација о EFQM моделу, посебно у малим и средњим предузећима у Србији. 

Кључне речи: Пословна изврсност, квалитет, ЕFQM, мала и средња предузећа, перформансе.





business excellence, quality, EFQM, small and medium enterprises, performance

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