أثر تطبيق إدارة الجودة الشاملة في تبسيط و تحسين إجراءات حجز المواعيد في مراكز صيانة السيارات في مدينة الرياض-المملكة العربية السعودية

الملخص EN

This study aims at evaluating the impact of the application Total Quality Management (TQM) on procedure of booking for maintenance centers of the American, Japanese and Korean, automobiles, in Riyadh, Saudi Arabia, the study was carried out through identifying the personal views of the staff regarding the steps made for a reservation appointment in each of the following companies, Abdul Latif Al-Essa, the agent of General Motors Corporation of America, and Abdul LatifJameel, an agent for Toyota Japanese, and Wallan Motor, the agent of Korean company-Hyundai.

In this study, the researcher used the descriptive analytical methodology to collect data from the working staff of the three companies.

The researcher used the questionnaire as the study tool.

The study ended by many results the most important are : 1 / Development of new improved booking model that reduces the time and cost compared to what has been practiced in the automobiles companies under study.

2 / Reducing the time and cost, which were a basic customer concern.

3 / Increasing client satisfaction over the maintenance service provide to them.