KING ABDULLAH II AWARD FOR EXCELLENCE OF

JORDAN AS A MODEL

Total quality management achievement

ARTICLE OUTLINE

1.

Introduction

2.

Methodology
2.1

Independent Review

2.2

Consensus Review

2.3

Site Visit and Final Review

2.4

Final Selection

3.

Awards Criteria
3.1

Leadership

3.2

Strategic Planning

4.

Process Management
4.1

Resource Management

4.2

Results

5.

Conclusion

6.

References

ABSTRACT
The King Abdullah II Award for Excellence is the highest level of recognition of quality
in Jordan. It aims at enhancing the competitiveness of Jordanian businesses by promoting
quality awareness and performance excellence, recognizing quality and business
achievements of Jordanian companies, and publicizing these companies successful
performance strategies and promoting sharing them. The award activities are held
biennially. One award is given in each of the following categories:
(1) Manufacturing companies or sub-units;
(2) Service companies or sub-units;
(3) Small or medium-size manufacturing companies (employees less than or equal to 30)
(4) Small or medium-size service companies (employees less than or equal to 100).
Implementing the awards criteria will lead to achievement of total quality management.

1. INTRODUCTION
Award recipients receive the trophy of the King Abdullah II Award for Excellence, which
is presented biennially in a special ceremony in Amman-Jordan [KAAE-GE, 2000 and
KAAE-GE, 2002]. They will be recognized as national and international role models, and
may also publicize and advertise their award.
The organizations benefit from the award criteria, which act as a guideline for
performance excellence ([KAAE-A, 2000]). They force organizations to take a deep look
at their business practices, their employees, and their customer relationships in an
objective and measurable way through self-assessment.
The establishments gain an outside perspective on its organization by members of the
Board of Examiners. The results of this review are distilled in a feedback report, outlining
strengths and opportunities for improvements based on the criteria of the award.
Feedback reports could be used by the organizations as part of their strategic planning

processes to focus on their customers and to improve productivity, as well as to help

energize and guide their organizational improvement programs ([KAAE-A, 2002]).
The award is developed and administered by the Industrial Development Directorate
(IDD) at the Ministry of Industry and Trade (MIT) and the JordanUnited States Business
Partnership (JUSBP) Quality and Standard component, funded by the USAID ([KAAEGE, 2000, KAAE-A, 2000 and KAAE-E, 2000]).

2. METHODOLOGY
Five areas of focus, called criteria (Table 1), are divided into sub criteria weighted by
their relative importance ([KAAE-E, 2000]). The award stages are performed on four
independent stages ( Fig. 1). They are as follows.
Table 1. Award criteria

Fig. 1. Block diagram illustrating the award stages (Award Cycle).

2.1. INDEPENDENT REVIEW

The application report is reviewed independently by members of the Board of Examiners.
At the end of this stage, applications are forwarded for further review. The written
comments supplied by the examiners are used to prepare feedback report for the applicant
in the next stages ([KAAE-E, 2000]).

2.2. CONSENSUS REVIEW

The application report is reviewed jointly by a team of members of the Board of
Examiners, led by senior examiners. At the end of the consensus review, the Head of the
Board of Examiners determines which applicants should receive site visits. Feedback
reports will be sent to applicants who are not selected for site visits after the award
ceremony ([KAAE-E, 2002]).

2.3. SITE VISIT AND FINAL REVIEW

A team of members of the Board of Examiners, led by a senior examiner, will conduct
site visits for verification and clarification of the application report. Site visits consist
primarily of a review of pertinent records and data and interviews with executives and
employees. Following the site visit, the site visit review team submits its report to the
Head of the Board of Examiners. The Head of the Board of Examiners conducts a final
review and presents award recipients recommendations to the Steering Committee.
Feedback reports will be sent to the applicants after the award ceremony ([KAAE-E,
2000]).

2.4. FINAL SELECTION

The Steering Committee will review the award recommendations and make the final
determination of award recipients ([KAAE-A, 2000 and KAAE-A, 2002]).

3. AWARDS CRITERIA
3.1. LEADERSHIP

This criterion focuses on the main and vital roles of top management, and setting values
and general philosophy for the organization, as well as the designing of the training plans
including the assessment of the training needs and their evaluation. Top management also
focuses on adopting and implementing the Excellence concept through ensuring
financial, moral, and personal support. The criterion focuses on creating suitable
methodology to select and maintain competent leaders at the top management level.
Leadership sub criteria are (Table 2):
1. Leadership Vision
2. Leadership Educational System
3. Leadership Support
4. Leadership Selection and Suitability
Table 2. Leadership sub criteria

3.2. STRATEGIC PLANNING

This criterion focuses on the extent and ability of the organization to set and implement
comprehensive strategic plans. These plans contain mission and vision statements,
external environmental analysis, objectives, and strategies. This would help in achieving
the overall objectives of the company and the ability to take the right decisions in case of
non-compliance. Strategic Planning sub criteria are (Table 3):
1. Mission Statement
2. External Environmental Analysis
3. Objectives
4. Strategies
5. Projects and Action Plans
6. Implementation and Control

Table 3. Strategic planning sub criteria

4. Processes management
This criterion focuses on the extent of the companys commitment in setting and
implementing a comprehensive methodology to plan, execute, and develop work systems
for all activities within the company. This criterion also focuses on promoting excellent
policies, procedures, documents and organizational methods. This criterion focuses on the
organizational structure within the company, and the pursuit of maximum efficiency of
communications and coordination between all levels. It points out the importance of
having a comprehensive methodology in running the customers affairs and requirements
(e.g., information, assistance, complaints, and suggestions). Processes Management sub
criteria are (Table 4):
1. Quality System
2. Customers Relationship Management
3. Coordination and Structure

Table 4. Processes management sub criteria

4.1. Resources management

This criterion focuses on having and implementing a clear methodology to plan, develop,
enhance, deploy, and review the resources (e.g., human, information, financial, materials
and technological) needed to succeed. Resources Management sub criteria are (Table 5):
1. Human Resources
2. Information Resources
3. Financial Resources
4. Material Resources
5. Technical Resources
Table 5. Resources management sub criteria

4.2. Results
This criterion focuses on the companies interest in achieving outstanding results in many
areas (customer and employee satisfaction, quality of products/services (operational
performance), suppliers performance, impact on society, and financial results.). Results
sub criteria are (Table 6):
1. Customer Satisfaction
2. Employee Satisfaction
3. Service/ Product Quality (Operational performance)
4. Suppliers Performance
5. Impact on Society
6. Financial Results
Table 6. Results sub criteria

5. Conclusion
The King Abdullah II award for Excellence has been initiated in the year 2000, in order
to promote and enhance the quality and competitiveness of the industrial sector in Jordan.
Implementing the award criteria discussed earlier will lead to the achievement of total
quality management. Such achievement will promote the economy and open new
international markets for the Jordanian products.

References

KAAE-GE, 2000. King Abdullah II Award for Excellence, 2000. Guidance and
Eligibility Package, pp. 12, Amman-Jordan.
KAAE-GE, 2002. King Abdullah II Award for Excellence, 2002. Guidance and
Eligibility Package, pp. 22, Amman-Jordan.
KAAE-A, 2000. King Abdullah II Award for Excellence, 2000. Application
Package, pp. 15, Amman-Jordan.
KAAE-A, 2002. King Abdullah II Award for Excellence, 2002. Application
Package, pp. 20, Amman-Jordan.
KAAE-E, 2000. King Abdullah II Award for Excellence, 2000. Examiner
Package, pp. 15, Amman-Jordan.
KAAE-E, 2002. King Abdullah II Award for Excellence, 2002. Examiner
Package, pp. 19, Amman-Jordan.