The contribution of ISO 9001 certification towards EFQM excellence model as perceived by ISO 900-certified organizations in Palestine

Other Title(s)

اسهام نظام إدارة الجودة ISO9 001 في الوصول إلى نظام التميز الأوروبي EFQM من وجهة نظر المؤسسات الفلسطينية الحاصلة على نظام ISO 9001

Dissertant

Nasir al-Din, Muhammad A.

Thesis advisor

Baydun, Samir

University

Birzeit University

Faculty

Faculty of Graduate Studies

University Country

Palestine (West Bank)

Degree

Master

Degree Date

2009

English Abstract

This research aims to investigate the contribution of ISO9001 : 2000 certification towards EFQM excellence model as perceived by the General Managers and the Quality Managers of the Palestinian ISO9001-certified organizations.

In addition, the study aims to investigate the motives that influenced the Palestinian organizations’ decision for ISO9001 certification, as well as the benefits gained from the ISO9001 certification.

In order to achieve the general objectives of this study, five related study questions have been stated.

A special questionnaire of three parts was designed and directed by e-mail to 46 Palestinian organizations that are registered to the ISO9001 certification.

Based upon the analysis of responses, which formed 57.6 % of the sample, the following conclusions were found : First : The most significant motives that influenced the Palestinian organizations decision to the ISO certification are : the quality improvement of internal operations, introduction to TQM and quality improvements of final products.

Whereas the least significant motives found are: current customer demand, entry to foreign market and certification of competitors.

Second : the most significant benefits gained from the ISO9001 certification are : development of quality culture, improving the communication with customers and increasing their satisfaction, and improving final product quality and internal organization and operation.

The least significant benefits are : increasing employee satisfaction and participation, easier penetration to new markets, and increasing the sales volume.

Third : the performance of any EFQM enablers is positively related to the performance of all other enablers, both before and after the ISO9001 certification.

Fourth : The performance improvement (performance after ISO certification v performance before ISO certification) was proved to be statistically significant for each one of the detailed elements describing the EFQM Enablers, indicating that the ISO09001 standard contribute towards the implementation of the EFQM practices in the certified organizations.

Finally, the study recommends the Palestinian ISO9001 certified organization to upgrade their quality management to the EFQM Excellence model in a gradual manner.

Also they should focus on the low improvement practices as a first step towards excellence, especially in the areas of employees’ satisfaction and participation, managing the financial resources and strategies, and promoting environmental, social and cultural activities.

Main Subjects

Business Administration

Topics

• Palestine
• Total quality management

No. of Pages

145

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-301822