أثر رأس المال الفكري على إدارة الجودة الشاملة : دراسة ميدانية، على الشركات الصناعية الدوائية و غير الدوائية المساهمة العامة المدرجة في سوق عمان المالي

Abstract EN

This Study aimed to identify the impact of intellectual capital on total quality management .

And it is a field study on Industrial pharmaceutical companies and none-drug public shareholding listed at Amman Financial Market , with number of (80) companies .

And towards that goal a questionnaire had been designed which was distributed on the ( 20 ) companies of the study sample , so out of ( 140 ) distributed questionnaires a number of (133 ) were retrieved and only about ( 120 ) questionnaire were good for statistical analysis One of the main results of this study , that the intellectual capital was to be considered one of the most important intangible assets that contributes significantly in gaining the Organization's income , and there were an effect of it's components ( human capital , structural capital , and customer capital ) on the total quality management of the industrial pharmaceutical companies and none-drug , also showed a significant effect for the human capital and noticeably on managing total quality of the above mentioned companies, and with the existence of significant effect for structural capital on managing total quality for the same industrial companies .

However, this effect was not significant when studying the the effect of the intellectual capital components, and this shows that the concern of structural capital in applying the total quality management is less concern than of the two other kinds .

Also the results showed the existence of significant effect for the customer capital on the total quality management of the industrial and pharmaceutical and none-drug companies , when studying this effect individually , but the effect of the customer capital was not significant when studying the effect of the whole components of intellectual capital in the companies of pharmaceutical industry but with the significant existence in the non-drug industrial companies .

The study included a group of recommendations, one of the most important issues are the necessity of achieving more concern of the development of intangible assts by their managers .

And setting the programs and policies which can support developing individuals and increasing the efficiency of it's staff and improving their ability to solve issues in a modern creative and innovative.

And the concern of studying market's needs and the changes of the customers needs .And applying any technological innovative changes which affects on the changes of customers needs.

And the necessity of establishing information system aims to facilitate the operation with the Clients relations managing (CRM) to followed their needs and measuring the level of saturation and preserving loyalty and getting the competitive advantage in the market .