Assessment of the implementation Level of the 2020 EFQM Excellence Model: The Case of the Palestinian General Personnel Council (GPC) رسالة ماجستير

Abstract

This study aims to assess the excellence application practices of the Palestinian General Personnel Council (GPC) according to the European Excellence Model (EFQM 2020), by studying the reality of applying the model’s concept in (Direction, and Execution) according to the European Excellence Model. It also aims to develop some suggestions and recommendations that may contribute to developing the level of Excellence of Management Practices. To achieve the goal of the study, a questionnaire was adopted, in which data were obtained through quantitative methods. The research questions of this study were analyzed by using the SPSS V.28 and SMART - PLS V3.3.3 including descriptive and inferential statistical tools. This study was conducted for a random sample of 174 employees, which was chosen to represent the senior management entitled as directors of administrations, directors, heads of departments, and heads of divisions. The study found that the overall score for the total degree of implementing EFQM Model in the General Personnel Council is Medium, with a mean score of 3.1 and a percentage of implementation of 62.0%, whereas the Direction had the higher average score with a mean score of 3.4 and a percentage of implementation of 68.4 %, followed by Execution with a mean score of 2.8 and a percentage of implementation of 56.7%. In light of the study results, the researcher suggested several recommendations and mechanisms; the most important of these is the need for the Palestinian government and V the General Personnel Council to adapt, develop and strengthen the criteria for measuring indicators of progress towards excellence in service provision in the governmental sectors. This maybe done through the practical implementation for the launched Palestinian Excellence Government Program in 2019 based on the European Excellence Model EFQM as an initial step to conduct a self-assessment in the government sector, which may increase interest in the model standards and direct efforts to improve performance and services provided to citizens, with the adoption of continuous improvement. Another recommendation is to enhance the level of knowledge for all employees about excellence models such as the European Excellence Model EFQM by conducting training sessions and workshops on Excellence Models.