اثر تطبيق الجوده الشامله فى مؤسسات القطاع العام:دراسه حاله جهاز السودانيين العاملين بالخارج

Abstract

This study aims to analyze the effect of implementing Total quality Management(TQM) in public sector Institutions, the Case of Secretariat of Sudanese Working Abroad (SSWA). After the application of the six elements of(TQM) , this study aims also to study the effect of applying (TQM) on the level of performance at the Secretariat of Sudanese Working Abroad (SSWA). In order to achieve these aims, the researcher designed a questionnaire to measure how total quality management is being applied and the improvement in the level of performance from employees perspective. The validity and reliability of the questionnaire were tested before its application. The sample consists of (75) employees selected randomly from a population consisting of (185) employees. This study shows the results of implementing total quality management good in three fields, these are: first, the satisfaction of customer with the services presented by the (SSWA), second, simplification of procedures and third, the commitment of top leadership by total quality management and . The degree of application of elements like training, the ability to develop modern administrative information systems and employees participation in decision making was found to be acceptable. The results of each of these elements were compared with other criteria in Likert scale adopted in this research with a hypothetical mean (3.5), this shows that the level of application of these elements are within the acceptable level. Further the level performance of (SSWA) was found to be generally good according to Likert scale. The study showed a positive correlation statistically significant between the application of the elements of total quality management on the one hand and the level of performance in the other hand at(SSWA). It also reflects no significant statistical differences caused by gender and age, career , Scientific qualification and experience at sample's estimation for the application level of some elements of TQM. In the light of this study, the researcher recommends the following: Special recommendations: - Activation of the participation and empowerment of individuals in decision-making process through the formation of working groups to discuss various aspects of work that require certain decisions in it. - Dissemination of training courses so that it benefits all individuals, according to the needs of individuals training to ensure better application of total quality management programs. - Administrative information Systems should be available in order to benefit policies plotting for continuous improvement . General recommendations: