Implementing a TQM Framework for Public Services in Iraq: An Exploratory StudySource: Practice Periodical on Structural Design and Construction:;2021:;Volume ( 026 ):;issue: 002::page 04020072-1DOI: 10.1061/(ASCE)SC.1943-5576.0000565Publisher: ASCE
Abstract: Public services in Iraq have been deemed to perform unsatisfactorily. In this study, the theory of total quality management (TQM) is used to identify the quality shortcomings of public service projects in Iraq. Accordingly, data derived from 55 online completed surveys were used to assess the TQM of public service construction. The elements of TQM that were assessed are leadership, communication and cooperation, workforce management, process management, continuous improvement, and client satisfaction. The collected data were analyzed utilizing standardized scores to measure the relative shortcoming of TQM’s variables. The results show that, in general, Iraqi engineers perceived the existence of citizens’ satisfaction as being relatively higher than other elements. Furthermore, the results suggest that several key performance indicators (KPIs) scored relatively lower than others. Thus, the study highlights where improvements are needed most for TQM of public service projects in Iraq. In addition, there is a lack of quantitative research that supports TQM benefits within the construction context. Therefore, this study contributes to the body of knowledge regarding the usability of TQM within the construction industry.
|
Show full item record
contributor author | Ahmed Jalil Al-Bayati | |
contributor author | Raed Abdullah Hasan | |
contributor author | Kasim Alomari | |
date accessioned | 2022-01-31T23:43:58Z | |
date available | 2022-01-31T23:43:58Z | |
date issued | 1/1/2021 | |
identifier other | %28ASCE%29SC.1943-5576.0000565.pdf | |
identifier uri | http://yetl.yabesh.ir/yetl1/handle/yetl/4270252 | |
description abstract | Public services in Iraq have been deemed to perform unsatisfactorily. In this study, the theory of total quality management (TQM) is used to identify the quality shortcomings of public service projects in Iraq. Accordingly, data derived from 55 online completed surveys were used to assess the TQM of public service construction. The elements of TQM that were assessed are leadership, communication and cooperation, workforce management, process management, continuous improvement, and client satisfaction. The collected data were analyzed utilizing standardized scores to measure the relative shortcoming of TQM’s variables. The results show that, in general, Iraqi engineers perceived the existence of citizens’ satisfaction as being relatively higher than other elements. Furthermore, the results suggest that several key performance indicators (KPIs) scored relatively lower than others. Thus, the study highlights where improvements are needed most for TQM of public service projects in Iraq. In addition, there is a lack of quantitative research that supports TQM benefits within the construction context. Therefore, this study contributes to the body of knowledge regarding the usability of TQM within the construction industry. | |
publisher | ASCE | |
title | Implementing a TQM Framework for Public Services in Iraq: An Exploratory Study | |
type | Journal Paper | |
journal volume | 26 | |
journal issue | 2 | |
journal title | Practice Periodical on Structural Design and Construction | |
identifier doi | 10.1061/(ASCE)SC.1943-5576.0000565 | |
journal fristpage | 04020072-1 | |
journal lastpage | 04020072-8 | |
page | 8 | |
tree | Practice Periodical on Structural Design and Construction:;2021:;Volume ( 026 ):;issue: 002 | |
contenttype | Fulltext |