Evaluating Impacts and Role of TQM Practices on Organization Performance of Public Sector in Iraqi Government

摘要

Nowadays, approaches and practices of Total Quality Management (TQM) as a modern management strategy in public sectors and governmental organizations are becoming one of the most successful management strategies to remedy and improve the weaknesses of service quality, lack in process management, and poor performance issues around the world. The objective of this study is to assess the impact and role of TQM philosophy and its critical factors on Organization Performance (OP) within Iraqi public-service organizations. TQM Critical Success Factors (CSFs) in this paper encompass Human Resource Management and Process Management. Based on a previous studies, the theoretical framework is established to achieve the purpose of this study, as well as, three hypotheses are performed and developed. A questionnaire was applied as an instrument for collecting data through answering the survey by general managers, managers, and department managers from 19 municipal institutions of the Ministry of Municipalities and Public Work (MMPW) in Iraq. The collected data are analysed using SPSS software Ver. 21, and the results pointed out that TQM as a comprehensive management approach, with human resource management and process management as key factors have a significant impact and positive role on OP in Iraqi context.