إستراتيجية الأداء المتميز وتطبيقاتها في بعض منظمات القطاع الخدمي في السودان

Abstract

The achievement of a constant state of excellence in the performance of organizations today, whereas rapid change became central and the satisfaction of clients and customers turned out to be the main criterion for measuring excellence. Therefore, this topic needs to be studied and researched to determine why some organizations improve on others. In this respect some organizations in Sudan such as ( General Authority for Medical Supplies ), (Sudanese expatriates Affairs ) and Khartoum Company for Water & Services ) were awarded a certificate in excellence from the international organization of (ISO). This study examines two main questions: do the organizational culture of these institutions and the values embraced by certain relevant groups (leadership, workers, clients and the community) have significant effect on improved performance, or whether the whole matter is attributed to the requirements and procedures of the ISO. The study explores the various qualities and characteristics of organizations. The first part of the study investigates the ISO conception and its relation to total excellence. It also considers the concepts and paramount importance of social services. The second part discusses the principles and standards of excellent performance strategy. The third part surveys the experiences and practices of the organizations investigated in this study and its method of strategies application, along with the undertaking of surveys and field-work. The fourth and final part analyses and tests the research hypotheses using the sample answers taken during surveys in these organizations. Following the accumulation of data and the analyses of collected statistics, the study reached the following outcome: Excellence in performance is a result of good planning and the setting of strategies and plans which emanate from values and beliefs of concerned people (leadership, workers, clients and the community), which calls for the best use of qualification to achieve the highest levels of excellence, and the ISO certificate has no direct effect but, it can serve as an additional tool for promoting excellence if organizations applied its means and procedures as a human effort which encourages qualitative procedures and methods, therefore the researcher remains of the view that the relation between the ISO and excellence in performance requires further studying especially where the values of the community differ from those values embraced by the ISO primary and representative organizations