Applying Total Quality Management principles in Non-Governmental Organizations, Case Study of Nablus & Ramallah   Prepared by: Balsam Sairafy Marah Awad   Supervised by: Eng. Tamer Haddad Introduction TQM is an integrated work. When talking about service quality there are four main characteristics. Problem Statement Clear neglect of the application of quality principles comprehensive and even the concept of total quality is almost ignorant at times, so it is greatly and directly affected these institutions. Objectives of the work Knowing the concept of TQM and the institutional performance accredited in NGOs in Nablus and Ramallah. Studying the relationship between the principles of total quality and the level of evaluation of institutional performance. Scope of the work In this project we are studying Non-governmental Organizations (NGOs)located in Nablus and Ramallah Significance of the Project NGO’s play a central role in activating and revitalizing Palestinian political, economic and social life. The importance of this project lies in highlighting an essential and fundamental element to the success of NGOs working Constraints High difficulty in communicating with organizations. Personal interests affected participant’s responses. Lack of TQM recognition at the respondents due to their position in the organization, education and the personal concepts of quality. Standards In the NGO sector, the standards are not the same as others; we can say that there are no rigid standards for these organizations: The goals that the organization recorded when taking the license from the General Administration of Non-Governmental Organizations. Laws of the sector to which the organization belongs, as the law accounts for the organization that operates in a non-sector affiliated with it. Methodology We used descriptive analysis in performing this study as it is the most suitable methodology to perform this study without researcher intervention. Sources of obtaining data A questionnaire was prepared, the answers were collected and analyzed. Themes discussed Questions related to the personal characteristics Second section discusses criteria for evaluating the performance of institutions Institutions' application of the concepts of the total quality management system Sample size calculations 130 out of 150 questionnaires were retrieved, and during the analysis we excluded 18 questionnaires for lack of seriousness the respondent in answering them, so that the total number on which the analysis was done is 112 questionnaires. A sample of 32-questions and a random sample that has percent of 50% of the questionnaire received was analyzed. Statistical methods used in the research Percentages, Frequency, Arithmetic Average Cornbrash's alpha :that use to study the reliability One sample t- test: is a test to determine if the sample taken represents the community with (a=0.5). Degree of presence scale Cornbrash's alpha Cornbrash's Alpha N of Items 0.660 32 General statics Mean Variance Std. Deviation N of Items 113.88 91.093 9.544 32 Degree of presence scale 1-1.8 very low 1.81-2.60 Low 2.61-3.40 moderate 3.41-4.20 High 4.21-5 very high Percentages and Frequencies Percentage Mean Axis 77.38 3.87 Focusing on the customer 72.50 3.63 Commitment of senior management to the concept of quality 71.16 3.56 Employees participation 67.29 3.36 Policies and strategies 73.33 3.67 Continuous development and improvement 64.73 3.24 Administrative system One sample t- test All the results of the t-state that it set between –t critical one-tail and t critical tow-tail, and this result turns out that the degree of presence have very high , … , very low presence in the whole axes. Recommendations The necessity for NGOs to evaluate the efficiency and effectiveness of the services provided by applying the principles of total quality. The necessity for NGOs to evaluate the efficiency and effectiveness of the services provided by applying the principles of total quality. /docProps/thumbnail.jpeg