Purpose: This paper aims to explore the quality profession's fascination with various models to depict complex interactive systems. Building on these and the outcome of a four-year action research programme, it provides a model which has potential for use by other professions. It has been tailored here to suit training and learning systems. Design/methodology/approach: The action research was carried out over a four-year period. It used ethnographic principles and involved immersion in the community and engagement and participation at various levels and sectors. The objective was to discover the applicability of quality principles at community level. Findings: The outcomes of the research are twofold. First, the Grange excellence model (GEM) provides a framework for all human activity systems. Second, a definition of excellence provides a generic code of practice for all human engagement. Both are applicable to all human activity in pursuit of any goal or objective. Practical implications: Research outcomes are fractal and generic in nature, allowing them to be applied without limitation to all human activity at individual, interest group, industry or institution level. This paper describes how it might be used in training and learning systems. Originality/value: The introduction of the term "cystem" provides a new unique concept for profiling human activity. The GEM provides a realistic model of real world human engagement not found in either the European Foundation's Quality Management (EFQM) or Malcolm Baldrige National Quality Award (MBNQA) models. (Contains 6 figures and 2 tables.)