Developing a Sustainable Business Excellence Model – Factors for Successful Self-Assessment and Implementation in the Middle East, Dr Adil Ahmed El Tigani, Dr William Keogh, Dr Paul Gardiner and Dr Rodney McAdam

Dr Adil Ahmed El Tigani and Dr William Keogh
Heriot-Watt University

Abstract: The paper investigates the development of an Excellence Model derived from the EFQM Excellence Model and implemented in the United Arab Emirates, Dubai Municipality. The model used is closely aligned with the original EFQM Excellence Model. A small number of changes were made to address local contextual and cultural issues. The paper also investigates the perceptions of users of the model after implementation in terms of the process of implementation and the benefits gained. Difficulties of implementation were identified and discussed, specially those related to large organisations. The results showed that a major factor for success is the strategic alignment of views towards the model in the organisation; the choice of technique used for self-assessment is also an important factor.