Evidence of Excellence Based on the EFQM Model: A Case Study of the National Library and Archives of Iran

摘要

The National Library and Archives of Iran (NLAI), like other national libraries across the world, plays a pivotal role in information services, education, research and preserving cultural heritage. For quality assessment of such a large national organization whose services to the broad mass of the population are undeniable, the European Foundation for Quality Management (EFQM) model was implemented. The data was gathered using the EFQM selfassessment questionnaire and a consensus workshop. The result for the nine criteria of EFQM reported the NLAI's total score for the year 2010 as 492 points out of 1000. Among all the criteria, "partnership and resources" achieved the highest score (62 points from 90) and "process" the lowest (41 points from 140). The results also confirmed EFQM as a reliable and effective tool for addressing strengths and pinpointing areas for improvement within the NLAI. The main study limitation was the NLAI managers' difficulty in understanding the EFQM concepts. Approaches such as preparing a brochure and conducting an educational workshop were implemented to overcome the issue.