إدارة المعرفة و أثرها في تحقيق مبادئ إدارة الجودة الشاملة : دراسة تحليلية على عينة من العاملين في شركات الاتصالات الأردنية

Abstract EN

The aim of the current study is to study the effect of knowledge management on achieving the principles of total quality management in Jordanian telecommunications companies.

The researcher used the descriptive and analytical approach in order to achieve the objectives of the study by designing and developing a questionnaire to collect primary data, which includes the paragraphs through which the study variables are measured.

The researcher distributed the questionnaire to a sample of service employees working in Orange and Umniah.

By following the random sample method By this, (320) questionnaires were distributed in the two companies, and (264) questionnaires were retrieved, so the response rate was (82.5% ), and after preparing the data, (8) questionnaires were excluded, and thus the final sample consisted of (256) respondents.

This study is considered one of the rare studies that dealt with these variables and analyzed them from the viewpoint of workers in Jordanian telecommunications companies.

The Statistical Package for Social Sciences (SPSS) was used to conduct the statistical analysis process.

The analysis process resulted in a set of results, the most important of which were: The presence of high levels of the sample's perceptions towards levels of knowledge management and levels of the principles of total quality management in Jordanian telecommunication companies represented by Orange and Umniah.

The presence of a statistically significant effect of the combined effect of knowledge management in achieving the principles of total quality management combined, as the interpretation coefficient reached (R2 = 17.9% ), which is a low percentage of the explained variance.

Difference tests according to demographic and functional variables showed that there are differences in the levels of knowledge management according to gender and years of experience only, while it was found that there are statistically significant differences in the levels of TQM principles according to academic qualification and years of experience only.