Application of the EFQM model in a travel agency

Abstract

The paper aims to evaluate the degree of excellence a selected travel agency achieves using the EFQM model. The methodology involves establishing desirable outcomes such as modernizing service offerings and increasing competitiveness. Questionnaires assess customer satisfaction, employee satisfaction, societal impact, and critical organizational results. These questionnaires address service quality, environment, employee willingness, director rating, and financial and non-financial evaluations. The EFQM model provides a framework for the organization to respond effectively, emphasizing the need for thorough comparison with practical implementation and active involvement from management and employees. The model's introduction is acknowledged as a long-term endeavor, requiring sustained effort and understanding from management. In summary, the EFQM model evaluation of the travel agency reveals strengths in employee care and goal clarity but highlights areas for improvement. These include updating policies, reviewing external partnerships, and adapting processes to customer needs. Addressing employee satisfaction, financial planning, and strategic marketing are crucial for success. Embracing EFQM principles fosters continuous improvement, customer focus, and organizational resilience, positioning travel agencies as industry leaders. EFQM provides a valuable framework for enhancing performance and quality in a competitive landscape.