Organisational Excellence in Cultural-Social Development Organisations: A study of EFQM application in Abu Dhabi government sector

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The British University in Dubai (BUiD)
This research aims at evaluating the effectiveness of the EFQM Excellence Model in cultural-social development organisations of Abu Dhabi government sector. The study provides an overview of how organisational excellence concept was developed as a Total Quality Management framework and then examines its applicability to various sectors and/or organisations. Data collection is done through investigating three case studies quality initiatives profiles and conducting interviews with staff of different career levels in order to examine the EFQM excellence model‟s implementation process comprehensively. The study results show that different level of experience in quality practice among the three cases affects their competency in using the model accurately. The study concludes that the model‟s criteria can be effective in measuring the intangible performance of the case study organisations. However, the deficiency found in achieving excellence through identifying areas of strengths and weaknesses and through taking appropriate action plans based on model‟s application is the result of improper implementation and self-assessment process, unclear stakeholders‟ identification, lack of knowledge and finally poor communication across different departments. The research recommends that the EFQM Excellence Model can contribute effectively in performance improvement if an organisation prepares for pre-assessment requirements, selects a suitable self-assessment approach, incorporates the implementation process and puts more time and resources in training and learning opportunities.
organisational excellence, cultural-social development organisations, government sector, United Arab Emirates (UAE), EFQM excellence model, Total Quality Management (TQM), performance