واقع تطبيقات إدارة الجودة الشاملة في الجامعات الفلسطينية

الملخص EN

Total Quality Management (TQM) is a concept that indicates a comprehensive and integrative approach which improves the flexibility, effectiveness, and competitiveness -through planning, organizing, and understanding all organizational activities, achieving employees' participation and empowerment, planning and implementing change processes that reinforce TQM approach and eliminate obstacles that obstruct the implementation of this approach.

TQM focuses on preventing problems –before they happen- not on correcting problems.

It is a preventive approach not a corrective approach.

Implementing TQM approach in higher education sector is a unique solution.

This approach enables universities to offer educational services in the form of graduates that are qualified to meet the needs of the market and the society.

This study aimed at analyzing and measuring the status of total quality management in the Palestinian universities in the West Bank.

Ten major hypotheses were tested.

These ten hypotheses focused on the ten major factors of TQM.

A questionnaire was used to gather the required data from (234) faculty members randomly.

Based on the opinions of five specialists, the validity of the tool was insured, and the reliability of the tool was examined using the correlation method.

The results of the study revealed non-significant attention to seven major factors of TQM (customer focus, organizational culture, process design, top management commitment, continuous improvement, focus on employees, and relationship with suppliers).

The study revealed also significant attention just to three major factors of TQM (accurate measurement, quality assurance, and building societal networking).

One of the recommendations was the necessity of involving all factors of TQM in all components of the university system (inputs, processes and outputs).