إدارة الجودة الشاملة في أجهزة الخدمة المدنية الأردنية

الملخص EN

This study aims at investigating the application level of Total Quality Management (TQM) in the civil service institution in Jordan as can be seen by its employees, and it’s relation with some independent demographic variables such as sex, age, job level, educational qualification, academic specialization, and experience.

Also major obstacles facing the application of (TQM) in these public institutions are considered.

The sample consisted of (783) public employees, and was chosen randomly from the total employees at the civil service sector in Jordan.

A structured questionnaire was used to collect data on employees and to identify the level of (TQM) application through measuring the opinions of employees towards the seven independent variables that reflect the requirements of applying (TQM), and they are:- complete knowledge and implementation of TQM concept, employees participation in decision making, commitment towards the service recipient, work team formation, identifying standards for service measurement, training managers and workers for TQM, and appreciating and motivating employees.

Frequencies, percentages, means, and one - way analysis of variance were employed to analyze the data.

While the results of the study indicated that (TQM) was a moderately applied application in the institution of civil service in Jordan, it showed that amongst the levels of application factors comprising (TQM), commitment towards the service recipients came first, while appreciating and motivating employees was the least applied to the opinion of public employees.

There were significant differences among respondents towards the level of application of TQM due to the variables of educational qualification, academic specialization and experience, whereas no significant differences were found due to sex, age, and Job level.

The study also indicated some of the major obstacles facing the application of TQM such as lack of incentives, weakness in training and education, and difficulties in measuring performance results.

Finally, from the findings of this study, the researcher made a few recommendations.