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An Evaluation of the Implementation of Total Quality Management (TQM) Within the Information and Communications Technology (ICT) Sector in Jordan

Twaissi, Naseem M. M. (2008) An Evaluation of the Implementation of Total Quality Management (TQM) Within the Information and Communications Technology (ICT) Sector in Jordan. Doctoral thesis, University of Huddersfield.

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    Recognising quality to be a key focus for competitiveness, Total Quality Management
    (TQM) was established and used in developed countries as a new philosophy for managing
    organisations. However, TQM in developing countries has received little attention and little
    research has been conducted into the successful implementation of TQM systems in these

    The research described in this thesis assesses the adoption of TQM factors in the
    Information and Communications Technology (ICT) sector in Jordan and identifies the
    main impediments to successful adoption. In addition, this research explores the impact of
    TQM implementation on improving competitiveness and the role of environmental factors
    (government policy and social culture) in encouraging the implementation and sustainability
    of TQM in the Jordanian ICT sector.

    Both questionnaires and semi-structured interviews were employed to fulfil the study
    objectives. The questionnaire aimed to investigate the implementation of TQM in the ICT
    sector, while, semi-structured interviews with General and TQM managers aimed to gain an
    understanding of themes which had emerged from the questionnaire. In order to fully
    understand company performance, customers of the ten largest companies in the Jordanian
    ICT sector were also interviewed.

    Analysis of the data identified three potential impediments to the successful implementation
    of TQM. These impediments being; the internal cultural characteristics of organisations, the
    level of employee empowerment and the degree of continuous improvement that takes
    place. The results also indicate the critical impact that successful TQM implementation has
    on improving company competitiveness. The results also show the success of government
    reward policy, government policy identifying quality performance levels of organisations
    and the national education system as the source of qualified staff. These are seen as
    encouraging and supporting TQM implementation. Conversely, governmental policy
    towards taxation and new licences, bureaucracy and customer perspective regarding quality
    which gives a priority to price rather than quality as the discouraging factor. The research
    findings have enabled the development of a model to support TQM implementation within
    the Jordanian ICT sector.

    The study has made an original contribution to the academic and practical knowledge of
    quality management. This is an important first exploratory empirical study of TQM
    implementation in the ICT sector in Jordan. Some recommendations for further research
    have been derived from this research.

    Item Type: Thesis (Doctoral)
    Thesis advisorWorsdale,
    Thesis advisorRollins,
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Schools: The Business School
    Depositing User: Graham Stone
    Date Deposited: 08 Jul 2009 10:20
    Last Modified: 28 Jul 2010 19:40


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