6.

Now that many of the larger process improvements have been achieved and customer satisfaction ratings are so high, further changes will inevitably be less spectacular. How can the momentum of improvement be maintained? Should improvements be recorded and counted? Should Eurocamp undertake self assessment under the European Foundation for Quality Management (EFQM) Quality Award model? Eurocamps quality performance is at satisfactory level. Almost both customers and employees satisfactions rating are so high but quality management is never ending process. So, maintaining this satisfactory situation for long term is inherent and rather difficult also. Total quality management is continuous improvement process so Eurocamp should focus on maintaining it for long term, which can be done with following consideration. PDCA process: As we know total quality management follows PDCA process. Eurocamp can use this process to maintain continuous improvement in which Eurocamp should plan some continue to meet future need of customers and then do as plan and check errors after then act to correct it. The same process can be continuous to maintain the momentum of improvement. Regular access to customers needs: Customers needs may change as time goes. So, regular accessing and responding the needs of customers is basics for maintaining long term improvement momentum. Benchmarking: there may be entry of some strong competitors in near future. So, regular market updates and benchmarking with strong competitors are also inevitable for regular maintenance of quality improvement. Reinforcing quality knowledge: according to change in customers perception about quality and their needs, it is necessary to reinforce quality knowledge to the all level of employees. They may require training to enhance their skills for new quality improvement. Generally, performance improvement should be recorded and counted to evaluate and compare the actual quality improvement with standard of performance and to take corrective action if needed. So, to take PDCA process, recording and counting is necessary but in Eurocamp, there are thousands of improvements achieved during a year and recording all performance neither possible nor it is necessary. All the mini improvements are related to some major performance in various departments which is possible and also necessary to record and count. For example: Phone call quality and time taken at reception department. Customers satisfaction with travel department etc. So, Eurocamp should measure some performance improvements which are base for measurement of total quality management. The European Foundation for Quality (EFQM) helps organizations drive improve through its EFQM Excellence Model, a comprehensive management framework that is being used by over 30,000 organizations in Europe. Its EFQM excellence model is the most popular quality tool in Europe used to improve performance. It supports organizations to self assess and reflect. The

model is applicable in all types of organizations. This model can be used as a basis for self assessment. Those bases are based on nine criteria. 1. Leadership 2. Strategy 3. People 4. Partnerships & Resources 5. Processes, Products and Services 6. Customer Results 6. Customer Results 7. People Results 8. Society Results 9. Key Results

Eurocamp should undertake the self assessment under EFQM Excellence model. The self assessment of achieved performance (benchmark) helps Eurocamp accrue several benefits. It would help the Eurocamp to compare its service delivery to the customers against what is considered the best in the European market and make recommendation on how its product can be improved to meet the standards set by the EFQM Excellence model. EFQM has built a team of experts who can provide valuable feedback on Eurocamp's performance. It can identify the strategic challenges and furnish the Eurocamp management with concrete and actionable solutions. The self assessment would help Eurocamp to gain feedback, Gain external feedback, undergo a business health check, understand what is needed to achieve your strategic objectives, and generate ideas to increase its performance. Deciding which organizations to benchmark against or finding the 'best practices' is not an easy decision. But EFQM provides the standards of performance that are perceived as the best by 84% of the EFQM members and such standards are proved to be highly relevant and applicable to improve performance. Eurocamp would be able to attain the following benefits from the self assessment of its performance with EFQM quality award model: Explore key strengths and improvement areas Identify what actions are really driving your results, which areas need more attention Introduce the way of thinking that stimulates continuous improvements Set the foundation of performance improvement aimed at enhancing competitiveness