الفهرس 
THE IMPACT OF QUALITY COSTS ON ORGANIZATION’S PRODUCTIVITY AND ITS PERFORMANCE USING THE EFQM EXCELLENCE MODEL: (CASE STUDY)
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Abstract
The focus of this study is on EFQM excellence model. The study evaluates the impact of quality costs on Organization’s Productivity and its Performance.The importance of research emerged through the study of the impact of quality Costs on Organization’s Productivity and its performance through using the EFQM Excellence model in services organizations at retail sector at Egypt. This study aims to measure and control Quality Costs and how to use it to improve organization{u2019}s productivity and its performance through implementation of the EFQM excellence model. The research problem is ”The EFQM Excellence Model implementation literature at Egypt has neglected the Impact of quality costs, on organization{u2019}s productivity and its performance”. Its main objectives are to Study impact of quality costs on organization{u2019}s productivity and its Performance using EFQM Excellence model, and to Enhance awareness of EFQM Excellence model implementation. The study uses three tools, the first is the questionnaire, the second is the self-assessment tool according the RADAR logic, and historical data of B.TECH company. The results demonstrate that there is a relationship between Implementation of EFQM excellence model and organization’s performance, and its productivity, and prove that quality costs has impact on organization’s Performance, and its productivity