The EFQM Excellence Modelfor Business Enterprises -- Reading and assessment instructions -- Contents -- Introduction -- Purpose of the book -- What does self-assessment mean for an organisation? -- What can you gain? -- Fundamental Concepts of Excellence - 2013 -- Assessment instructions -- You can learn from those who have better or just different ways of working -- Model Criteria and Criterion parts -- 1.Leadership -- 2.Strategy -- 4.Partnerships and Resources -- 5.Processes, Products and Services -- 6.Customer Results -- 7.P eople Results -- 8.Society Results -- 9.Business Results -- EFQM Scoring Summary Sheet -- About the Author -- Development training -- Improvement Guides.