Studying the Reality of Institutional Excellence in Jordanian Government Sector: Opportunities and Challenges

Abstract

The aim of this study is to assess the state of institutional excellence and the major opportunities and challenges facing it. In order to achieve the objectives of the study, the researcher used the descriptive approach and designed a questionnaire as a tool to study and distribute it to a sample of 30 decision makers from the directors and the heads of departments in three institutions of the Jordanian government sector. The main findings of the study   are the following:There were no statistically significant differences at the level of significance (α0.05) in the impact of institutional excellence and its six dimensions (leadership, strategic planning, customer focus, measurement, analysis and knowledge management, focus on human resources and focus on internal processes) on improving institutional performance through the satisfaction of the recipients of services from citizens from the point of view of managers in Jordanian government institutions.The main recommendations of the study were: the necessity of commitment and focus on excellence in strategic planning, which contributes to the development of solutions and alternatives that weaken the institutional performance and reduce the level of satisfaction of service recipients from citizens, and seek to maximize the basis of benefit gained on the principle of increased fees and evaluation through the development of flexible financial plans.