The Role of Some European Excellence Model of Quality (EFQM) Standards in Supporting Infrastructure Development Strategy for Public Services (A Field Study)

Abstract

This research focuses on one of the important topics that contribute to supporting and developing the strategies of public service institutions, represented by defining the role of the European Excellence Model of Quality (EFQM) standards in developing the infrastructure strategies of the public service sector, which in turn affects the institutional performance. Therefore, this research aims to explore the possible extent of applying and benefiting from the European Excellence Model (EFQM) in improving the electric power distribution sector. The qualitative analysis methodology (Qualitative and not quantitative) was adopted by using semi-structured interviews, as the General Company for the Distribution of Central Electricity in Babylon Governorate was the field for applying current study. The sample size of the employees reached 20 including the heads of departments in headquarter of company and its subsidiary branches as the total number of employees became 125. Qualitative methods also used to analyze and process the data, depending on the mechanism of the qualitative data processor Nvivo. The study determined the model criteria that are possible and limited support which can be applied, and reported that the European Excellence Model for Quality has a clear role in supporting and developing the infrastructure in general, and the application of this model is one of the most important requirements for supporting and developing the infrastructure strategy in the General Company for the Distribution of Central Electricity.