أثر تطبيق إدارة الجودة الشاملة في تبسيط و تحسين عملية الصيانة في مراكز صيانة السيارات في مدينة الرياض-المملكة العربية السعودية

Abstract EN

The study aimed at evaluating, simplifying and improving the impact of the application of Total Quality Management (TQM) on the maintenance operation of maintenance centers of the American, Japanese and Korean automobiles in Riyadh, Saudi Arabia.

The study was carried out through identifying the personal views of the staff regarding the steps made for a maintenance operation in each of the following companies: Abdul Latif Al-Essa, the agent of General Motors Corporation of America, and Abdul Latif Jameil, agent for Toyota Japanese and Wallan Motor Company, the agent of Korean company - Hyundai.

In this study, the researcher used the descriptive analytical approach to collect data from the working staff of the three companies.

The researcher used the questionnaire as a study tool.

The study ended by many results, the most important of which were:  Development of a new improved monitoring and quality control models, that reduces the time and cost compared to what has been practiced in the automobiles companies under study.

 Reducing the time and cost, which were a basic customer obsession.

 Increasing customer satisfaction over the maintenance services provided to them.

 Increasing the vehicles maintenance productivity in the companies mentioned in this study