تقييم تطبيق استراتيجية "إدارة الجودة الشاملة" في تحسين الخدمة العمومية من وجهة نظر المشرفين ببعض المؤسسات المالية : دراسة مالية

الملخص EN

This study aimed at evaluating the use of Total Quality Management (TQM) strategy to improve the quality of services in the Algerian institution from the point of view Some financial institutions.

This study was conducted with a sample of 25 supervisors, in some banking and postal institutions.

The study used a questionnaire that included the dimensions of the TQM, in order to identify the extent to which these principles are applied by the human resource that is represented by the duties and responsibilities of the administrative staff responsible for providing quality services to customers.

Using the descriptive method and the appropriate statistical data, this study found that 80 % of the supervisors confirmed that they highly apply TQM with customers and workers to improve the processes and the administrative requirements for competition and organizational culture.