تقييم وتقويم اداء الهيئة القومية للاتصالات باسستخدام نماذج ادارة الجودة الشاملة : النموذج الاوربي للجودة والامتياز E F Q M

Abstract

Abstract This research aims to evaluate the enabler's criteria (leadership, policy and strategy, personnel, resources and partnerships and processes) of the National Telecommunication Corporation (NTC) according to EFQM Award model; the study also addresses the difficulties facing the application of this model in NTC as one of Sudanese institutions. The research problem is answering the following questions, which represent the standards of factors in the form Enablers European Foundation for Quality Management (EFQM) award: - First leadership: Does leaders of the National Telecommunication Corporation (NTC) develop and facilitate the process of the mission and vision and develop the values necessary to achieve success in the long run? Second Policies and strategies: Does the National Telecommunication Corporation develop plans for the future and transform these plans into action? Third Staff: Does the NTC manage knowledge development and the utilization of working capacity at individual and corporate level? Fourth Resources and Partnerships: Does the NTC plan and manage the relations with external partners and organize her internal resources? Fifth Operations: Does NTC adopt an approach to design, manage and improve its operations in order to support policy and strategy and seek full satisfaction? The research hypothesis is as follows: First the NTC management has achievement to develop and facilitate the mission and vision and the evolution of the values necessary to success in the long run. Second the NTC develops plans for the future to transform these plans into action. Third NTC develop knowledge and take full advantage of the possibilities of the workers at the individual and collective enterprise level as a whole. Fourth the NTC plans and manage its relationship with its external partners and the organizing internal resources. Fifth adopts an approach to design, manage and improve its operations in order to support policy and strategy and seek full satisfaction of partners. Research method followed descriptive case study approach; the overall framework used EFQM as a method of focusing on the catalysts, namely: leadership, policies and strategies, personnel management, resources and partnerships, and operations. The most important results: NTC management acquired score of 37 points from 100 points and was classified at the fourth level. The policy and strategy acquired 34.6 points from 88 Staff acquired 33points from 90 Resources and partnerships acquired 37points from 90 Operations were in the fifth level where the points of 53 points from 140 The most important Recommendations: NTC management should exert more effort to adopt the quality value and culture to reach excellence. NTC should adopt strategic planning methods such as : SWOT , PESTEL and connect the goals with yearly and 5- years plans .Concerning the staff, it is recommended to develop and build their capacities .It is further recommended to pay more attention to training and capacity building especially in the field of quality and excellence . NTC should have systematic approach and methodology with partners to information and data enable their updating. NTC should exert norms for the processes such as International standardization Organization (ISO), Balance score card( BSC).