تطبيق إدارة الجودة الشاملة باستخدام منظور الأداء المتوازن من وجهة نظر أعضاء هيئة التدريس و الجهاز الإداري بكلية السياسة و الاقتصاد جامعة السويس-مصر

الملخص EN

The aim of this research is to determine the extent to which Total Quality Management can be applied using a balanced scorecard according to the balanced scorecard dimensions from the perspective of the faculty and administrative staff at the Faculty of Politics and Economics, Suez University.

To achieve this aim, the researchers used a descriptive research methodology based on the questionnaire for a sample of (33) faculty members, and the administrative staff at the Faculty of Politics and Economics, Suez University.

Some faculties in Egyptian universities find it difficult to measure the effectiveness and efficiency of educational and administrative services performance which were provided to clients as well as the difficulty of measuring the outputs of these services, so Balanced Scorecard is the best tool for evaluating and measuring the performance of these services and outputs.

The results of the study showed a statistically significant effect of the use of balanced scorecard dimensions (financial, internal processes, clients, and growth and learning indicators).

One of the most important results of the research was that there is a clear variation in the level of awareness of the components of the use of balanced scorecard indicators in the application of total quality management, which reflects the importance of using the balanced scorecard in evaluating the university performance in light of the philosophy and mission of the university.

The clients dimension is the most important dimension for it’s directly reflects on the satisfaction of clients from the provided service, and the financial perspective can be achieved by develop programs and academic services to increase the variety of revenues for the development of academic and administrative performance through the support of innovations and creative activities of scientific and professional efficiency of students, faculty members and administrators with the consolidation of a culture of technological knowledge of developments in the global academic arena