Sustainable Quality Using the European Foundation for Quality Management (EFQM) Model of Excellence: The Case of the National Twafa Establishment for Pilgrims of South East Asian Countries (SEA)

Abstract

This paper aims to make a self-assessment using the European Foundation for Quality Management (EFQM) model of excellence to the National Twafa Establishment for Pilgrims of South East Asian Countries (SEA). The assessment was part of the internal environmental scanning necessary prior to the development of its strategic plan. It aimed to find the strengths/weaknesses/areas of improvements that need to be addressed in the strategic plan. The study also used the RADAR assessment methodology. The EFQM Excellence Model includes nine criteria. Five of them are ‘Enablers’ (Leadership, Strategy, People, Partnerships & Resources, Processes, Products, and Services). The other four are ‘Results’ (Customer Results, People Results, Society Results, Key/Business Results). The detailed assessment showed strength areas and 32 other areas of possible improvements. It also ranked SEA (234/1000) on the ladder of excellence which put SEA among the organizations that are committed to excellence. The assessment suggested a road map of initiatives for the strategic plan horizon that will rank SEA, eventually, among the World Excellence organizations while maintaining a sustainable quality.

Keywords: Twafa, Pilgrims’ Services, European Foundation for Quality Management (EFQM), Internal Environment Scanning, RADAR Assessment Methodology, Ladder of Excellence, and Sustainable Quality.