Assessment of top and middle managers in Palestinian insurance companies awareness of TQM aspects and their effect on organizational performance indicators
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Date
2018-05-03
Authors
Faris, Abdul Fattah
Jamous, Anan
Arafat, Huthaifa
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Abstract
The aim of this study is to identify the main factors affecting total quality management awareness and implementation in Palestinian insurance companies, examining the relationship between total quality management awareness and organizational performance and to submit a comprehensive framework for total quality management awareness for the development of Palestinian insurance companies.
This research was restricted to quantitative research methodology; this study covers Palestinian insurance companies in West Bank in Palestine.
n general, the study found that there is a high awareness and understanding of the concept of total quality management but the role of application was low. And there was a positive relationship between total quality management awareness and organizational performance. Where The most affected indicator of the organizational performance by the awareness level of total quality management aspects was the operational performance while the least one was the customer satisfaction.
The study recommended that management should apply more active decisions that support total quality management implementation and provide the necessary infrastructure and human skills through training of staff and encouraging them to implement total quality management. The study also recommended that there should be specialized administrative units interested in total quality management.