أثر إدارة الجودة الشاملة على أداء الشركات الغذائية الأردنية

الملخص EN

The study examine the impact of the application of total quality management( TQM), represented by (senior management commitment, customer focus, the relationship with suppliers, personnel training) on Jordanian food companies performance undertaking the balanced scorecard (BSC) with its dimensions: (growth and learning, customer satisfaction, the quality of internal operations, financial dimension).

To achieve the objectives of the study descriptive and analytical approach are used .

A questionnaire has been designed and used to find if there insignificant relationship between the independent variable and the dependent variable and distributed to the all the employee.

The sample of the study was collected randomly from (21) different Jordanian food companies, the total number of the distributed questionnaire is (250), the returned was (209) in which (6) was eliminated .

The study found that there is a statistically significant effect at the level of (ɑ≤0.05) of TQM on the performance of Jordanian food companies using the balanced scorecard (learning and growth, customer satisfaction, quality of internal operations, financial dimension) in Jordanian food companies.

The study recommended that all Jordanian food companies should establish a new department whose tasks are to manage the total quality in catering companies that do not apply TQM to follow up the implementation of the total quality and to study all changes and developments in the market.

The study also recommended to enhance and to raise level of awareness and knowledge of all employee in the food companies regarding the application of the total quality management through holding training programs and their role in improving and enhancing the performance