Impact of Total Quality Management on improving municipal effort service
Field Survey of the Opinions of a Sample of Providers to Visitors of Imam Al Hussein and Imam Ali (Commemoration of Alarbaeen Imam Al Hussein and Testimony of the Prophet)
Research Submitted to the board of the College of Administration and Economics/ University of Karbala’ as a Part of the Requirement for the Higher Diploma Degree in Total Quality Management
Submitted by
Euday Hatim Kazim
Supervision
Dr. Suadad Ali Abed Alabbas
Abstract
The study aimed to find out the extent of the impact of Total Quality Management in its dimensions (convincing and supporting senior management ,making decisions based on information,focus on customers,continuous improvement,participation and motivation of workers and motivation) in improving the services of the municipal effort with its human and automatic elememts as one of the emergency and exceptional municipal services.
The field study was carried out on the way of the visitors’ march on occasion of the Alarbaeen of Imam Hussein, peace be upon him, and the visit of Amir Al-Mu’minin Ali ibn Abi Talib, peace be upon him’ on the anniversary of the Martyrdom of the prophet Muhammad,may God bless him and his family and grant him peace .
The investigator follows the descriptive,analytical approach and used a questionnaire to study in data collection.
The reserch community included all municipal departments involved in the provision of municipal services and municipal effort services.The study was carried out on a intended sample consisting of 100 elemets of owners that provide municipal effort services to the walkers within the section of the responsibility of their municipal institutions that are part of the municipal directorship of the governorate of Najaf,located between Electricity plot Num.350 and Electricity plot Num.650 on the road linking the holy governorates of Najaf and Karbala.
The program of the statistical package for the social sciences (SPSSv.28)was used to analyze data and test hypotheses,and descriptiv statistics methods were used to characterize the characteristics of the sample (arithmethc mean,standard deviation,frequency distribution,normal distribution test) and the orocess of testing hypotheses using descriptive statistics methods (Spearman correlation coefficient) to test and analyze the correlation between variables and sub-axes, and (sample and multiple regression coefficient) to test and analyze the relationship of influence between variables and dimensions.
The study reached several conclusions of the most important (The Total Quality Management variable is of high importance by the sample members examined,reflecting the role it plays in improving the services provided to citizens).
The study recommended several recommendation for municipal service provides including the need to take care of the human being as the mainstay of quality municipal effort services.
