Abstract:
In order to improve the performance of their firms, Giad Industrial Group has launched its Excellence Quality Awards in 2009 by adopting the EFQM Excellence Model as a powerful management framework used to improve the performance of organizations.
The aim of this study is to examine the impacts of the application of EFQM Excellence model on the performance of Giad Industrial Group. The literature was being reviewed to give some linkage between the performance of organizations and the trends of customer satisfaction. Also, the EFQM Excellence model is reviewed as a framework for the improvement of organizations performance
Both, qualitative and quantitative methods have been used in this study. The cross-case study is used where the secondary data of customer satisfaction measures are being collected and analysed from the submission documents for ten companies for 3 years (2009, 2010, and 2011). Also, questionnaires are being collected and analysed for 3 out of the 10 companies under studyfor December 2012so as to validate the customer satisfaction measures used in the submission documents and to examine the current perception of customers.
Results from customer satisfaction measures showedpositive trends for successive 3 years and this was reflected as positive impacts on the performance of Giad Industrial Group in terms of increased sales and decreased number of customer complaints.
