تأثير التزام الإدارة العليا على تحقيق إدارة الجودة الشاملة في منظمات الخدمة

Abstract

 Total Quality Management (TQM) is the integrated management that aims at continuous improvement of the performance products, processes and services to achieve and exceed customer expectations. The study aimed to determine the effect of Top management commitment to the successful implementation of total quality management requirements in service organizations and build a conceptual framework and practical model can be used as a guide in the formulation of an effective approach appointed Top- management in service organizations on the successful implementation of total quality management. Adopted study Warwick Hotel Babylon International, one of the five-star hotels model. The study sample was composed of three operating in the administrative levels of the hotel staff: Top management, middle management, direct management. To verify the study hypotheses, the use of a questionnaire was included eighteen variable measures and reveals the extent of the application of total quality management using the five-Likert scale, and factor analysis method for statistical results. Which showed that Top management’s commitment to a crucial and vital role in the process of implementation of total quality management in service organizations requirements? The results of the factor analysis showed the answers to the study sample a disparity in the rates of contribution administration in applied to the requirements of Total Quality Management.