The Management Model of European Foundation for Quality Management (EFQM) for Tourist Destinations: A Theoretical Discussion

Abstract

The competitiveness of a destination is related to the tourist experience. Destination management as a whole it is essential to manage cohesively resources and processes of a particular locality. In order to ensure efficient management, different quality models have been developed for companies such as: ISO 9000 family; European Foundation for Quality Management (EFQM); Malcolm Baldridge National Quality Award; and Balanced Scorecard. The purpose of this research is to discuss the adaptation of the EFQM model for tourist destinations. The EFQM model considers the means and the results as the two major groups of categories, as follows: the means (leadership, people, strategies, partners and resources and processes, products and services); and the results (results people, customer results, results and key findings societies). The adaptation of Mendes (2004) is a breakthrough as the specifics of the EFQM for the tourist destination, however, this model needs to be applied empirically so you can identify areas that require further adjustments and improvements. Keywords: Tourism. Management destinations. Models of excellence. European Foundation for Quality Management (EFQM).