مدى توافر مقومات تطبيق إدارة الجودة الشاملة في هيئة التقاعد الفلسطينية من وجهة نظر موظفيها

الملخص EN

This study aims to determine the availability of the basic concepts of total quality management application in the Palestinian pension agency.

the researchers use the descriptive correlative method and rely on a questionnaire to collect data.

the study population includes all employees of the Palestinian pension agency in its three branches in the cities of Ramallah, Hebron and Gaza where the total number of the employees amounted to 13.

a comprehensive survey was conducted for all of them, 130 questionnaires were distributed, and the number of the retrieved questionnaires reached 119.

the questionnaires retrieval rate was 92%.

the most important study conclusion outcome is that all comprehensive quality requirements are available at the pension agency and are at an average level.

according to employees' answers, and one of the most important recommendations is that senior management should adopt the idea and the philosophy of total quality, and to adopt it as an administrative approach in the management of the agency.

senior management should also provide all total quality requirements in the agency and to run the agency in accordance with total quality concept and philosophy.