IMPACT OF ICT SUPPORT, LEADERSHIP AND QUALITY ON SUSTAINABILITY AND BUSINESS EXCELLENCE

Abstract

A problem of Business Excellence (BE) has been investigated according to different aspects. For more detailed analysis it is necessary to develop an integrative model of business excellence, respecting baseline model of business excellence according to European Foundation of Quality Management (EFQM), with possibility to define relationships and level of significance of different variables. The main goal of the paper is to develop an integrative model for simulation effects in order to improve the ICT support, quality and leadership as independent variables on business excellence (BE). The model has been developed using techniques of modelling complex dynamic systems and evaluated using statistical techniques. In the sample of 159 organization in Serbian ICT support, leadership and quality and their impact on BE have been analysed. After analysis of simulation, it had been concluded that it is possible to improve business excellence with relative small investment in ICT support, leadership and quality.