واقع تطبيق إدارة التميز في شركة الوطنية موبايل في المحافظات الجنوبية الفلسطينية : دراسة تحليلية من وجهة نظر الإدارة و المستخدمين

الملخص EN

This study aims to recognize the opinions of the management and users in the application of excellence management in Wataniya Mobile Company (Ooredoo) through the answers of the employees and the users.

The author used the descriptive analytical method in analyzing the data which was collected through a survey designed specifically for this goal, the study contained two samples, the first one included 30 employees from the higher management in Ooredoo, and the second contained 85 users from the clients of Ooredoo in the Gaza Strip.

This sample was randomly selected.

The study has concluded some results, the most important of which is a number of indicators that lead to the application of excellence management in Ooredoo in the external and internal environment from the perspective of the employees.

These indicators also reflected the economic situation in Gaza and the company’s focus on the customers’ needs as well as the capacity building of company’s human resources.

In addition to that, the study showed that the company depends on creative ways to promote its services and that there was no difference between the opinions of the employees and customers on the company’s application of excellence management.