.... It is also recommended that UNRWA should implement crowed management techniques such as queuing systems and on-phone booking to minimize patient waiting time. Originality/value The importance of the study stems from its context being conducted in a developing region (Gaza Strip-Palestine) which has...

... to excellence in business results (key performance results). The enablers deliver the results, which in turn drive innovation and learning (Oakland, 2000). The purpose of this paper is primarily identifying the critical quality factors by interpreting the consensus amongst TQM organizations in Palestine...