أثر تطبيق مبادئ إدارة الجودة الشاملة على الأداء المؤسسي في شركات الاتصالات الأردنية

حسين محمد العزب

Abstract


ملخص

 هدفت هذه الدراسة إلى تحليل تطبيق مبادئ إدارة الجودة الشاملة على الأداء المؤسسي في شركة الاتصالات الأردنية، ولتحقيق أهداف الدراسة تم تطوير استبانه لغرض جمع البيانات، وزعت على مجتمع الدراسة البالغ (620) مفردة، أعيد منها ما مجموعة(553) وجدت أنها صالحة للتحليل الإحصائي. واستخدمت الرزمة الإحصائية للعلوم الاجتماعية (SPSS.16) لتحليل بيانات الاستبانة، وقد توصلت الدراسة إلى مجموعة من النتائج كان من أبرزها:

  1. أنّ مستوى تصورات العاملين في شركة الاتصالات الأردنية لمدخلات وعمليات تطبيق مبادئ إدارة الجودة الشاملة والأداء المؤسسي جاءت بدرجة مرتفعة.
  2. وجود أثر لمدخلات تطبيق مبادئ إدارة الجودة الشاملة في الأداء المؤسسي، وأن أبعاد مدخلات تطبيق مبادئ إدارة الجودة الشاملة تفسر ما مقداره (58.6%) من التباين في الأداء المؤسسي.
  3. وجود أثر لعمليات تطبيق مبادئ إدارة الجودة الشاملة في الأداء المؤسسي، وأن أبعاد تطبيق إدارة الجودة الشاملة تفسر ما مقداره (61.7%) من التباين في الأداء المؤسسي.

وبناء على نتائج الدراسة تم تقديم عدد من التوصيات والمقترحات كان من بينها ضرورة استمرار دعم الإدارة العليا والتزامها في تطبيق مبادئ إدارة الجودة الشاملة، بالإضافة إلى تفعيل عنصر المشاركة وفرق العمل لدى العاملين، وترسيخها في ثقافتهم التنظيمية.

 

 

The Impact of the Implementation of TQM Principles on the Corporate Performance in Jordan Telecom Companies

Abstract

 

The study aimed to analyze the application of TQM principles and its impact on corporate performance in Jordan Telecom Management. To achieve the aim of the study self-administrated questionnaire was used to collect the data. It was developed and distributed to a population of a (620), (553) out of them were found fit for statistical analysis. The statistical package of social science (SPSS.16) was used to a analyze the data of the questionnaire. The most important findings of this study were the following:

  1. The level of perception of employees toward inputs and processes application of TQM principles and corporate performance in Jordan Telecom Management was at  high level.
  2. There is an impact of inputs application of TQM principles on corporate performance which explains (58.6%) of variation in the corporate performance.
  3. There is an impact of processes application of TQM principles on corporate performance which explains (61.7%) of variation in the corporate performance.
  4. The study recommended the continuous support and commitment of top management in implementing TQM principles; beside they should encourage employee participation through team works and should be impeded in their culture.

 


Keywords


إدارة الجودة، الأداء المؤسسي، شركة الاتصالات الأردنية. Quality Management, Institutional Performance, Jordan Telecom

References


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DOI: http://dx.doi.org/10.35682/113

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MUTAH UNIVERSITY