إدارة الجودة الشاملة كمدخل لتحسين أداء و خدمات المؤسسات العامة : دراسة تحليلية لآراء موظفي المؤسسة العامة للاتصالات السلكية و اللاسلكية بمحافظة تعز

الملخص EN

The present study aimed to find out how far the dimensions of the concept of Total Quality Management (TQM) in the Public Telecommunication Corporation (PTC) were implemented.

It also aimed to ascertain how far the staff were aware of the benefits achieved, and to propose a set of recommendations for the Corporation to improve its performance in light of the concept of the TQM.

The study followed a descriptive, analytical method.

The population of the study consisted of all staff of the PTC in Taiz governorate, totaling 365 members.

To achieve the purposes of the study, the researcher designed a questionnaire based on the literature and previous studies.

The collected data were statistically processed using the SPSS software.

The study concluded that the dimensions of TQM had varied and positive levels of implementation in the PTC, which ranged between (75 % - 86 %).

The dimension of staff training and development had the highest level, while the dimension of top management support had the lowest level.

The study provided a set of recommendations which stressed the necessity of increasing awareness and interest of applying TQM principles by the PTC in a comprehensive and meaningful way so as to improve its performance.