أثر تطبيق إدارة الجودة الشاملة في ترقية الأداء في منظمات قطاع الأعمال دراسـة ميدانية (الشركة السودانية لتوزع الكهرباء المحدودة بولاية نهر النيل .

Abstract

Abstract The subject of Total Quality Management (TQM) drew wide interest in public and private sector organizations. This interest included the application of TQM in the production of goods and services. For this reason, the subject of this study revolved around the effect of applying of TQM on improving performance of business sector organizations. The study objective was to identify the TQM and the level of adherence to these standards in business organizations. Also the study aimed to evaluate the reality of TQM in services organizations by concentrating on the Sudanese Electricity Distribution Company (SEDC) and illustrate its experience in applying TQM. The problem of this study was the extent of the effect of the application of TQM in enhancing business organizations performance. The study assumptions are: - There is a statistically significant correlation between internal customer focus and the improvement in organization performance. - There is a statistically significant correlation between the upper management support and commitment to the application of TQM programs and the improvement in organization performance. - There is a statistically significant correlation between focusing on human resources and the improvement in organization performance. - There is a statistically significant correlation between the continuous upgrading and the improvement in organization performance. - There is a statistically significant correlation between management systems and the improvement in organization performance. - There is a statistically significant correlation between the quality of service and the improvement in organization performance. - There is a statistically significant correlation between customer satisfaction and the improvement in organization performance. The study followed the descriptive analytical methodology as well as the historical and statistical methodologies. A survey was performed to collect data besides secondary sources to collect data related to the subject of the study.- ز- The study consists of three chapters and a conclusion. The first chapter laid the framework of the study, the second chapter is a literature review and the third describes the field study. The conclusion includes results and recommendations. The study arrived at many results, the most significant are: - TQM is determined by customer’s needs and expectations. - The selection and hiring criteria used in the studied company contributed to providing human resources able to achieve TQM. - Strategic planning led to achieving TQM. - TQM departments encouraged employees to innovate. - The enhancements of the services provided by the company improved customer satisfaction. The study suggested many recommendations, the most significant are: - The necessity of forming teams in the studied company to provide studies and recommendations to improve ways of work. - To apply TQM, the studied company must concentrate on training at all levels of management. - The necessity of developing blueprints and indicators as tools for continuous improvement in TQM in the studied company. - The necessity of developing the TQM departments in the studied company to properly play its role. - The necessity of adopting privatization policies by the government for the benefit of the public