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The TQM Practices and Organizational Excellence: The case of Private Service Firms in Jordan

Ghazi A Samwi, Fathi Yousef and Bandar Abu Taieh
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Ghazi A Samwi: German Jordanian University, Amman, Jordan
Fathi Yousef: German Jordanian University, Amman, Jordan
Bandar Abu Taieh: Al- Balqa’ Applied University, Amman Jordan

Abstract of Economic, Finance and Management Outlook, 2016, vol. 6, 13

Abstract: Purpose–The main purpose of this paper is to investigate the effect of TQM practices on organizational excellence within the context of Jordanian’s private service firms. Design/methodology/approach– This research targeted employees working in services firms in private sector in Jordan that practice TQM and had TQM certificates. These firms were personally contacted by the researchers and encouraged to participate in this study. Findings–The key challenges to effect the implementation of leadership criteria in the public sector in Jordan were found to be poor strategic planning, lack of employee empowerment, weaknesses in benchmarking performance, and a lack of financial resources, poor integration and coordination, and poor measurement system. Practical implications–This study proposes a conceptual model for the assessment of challenges that face managers when seeking to implement excellence in leadership in the Jordanian public sector. Originality/value–Leadership challenges in the public sector are generally widely studied, but it is important to gain a better understanding of how these challenges can be overcome. In comparison to many existing studies, this research has provided specific and detailed insights these organizational excellence challenges in the public sector and provides a conceptual model for use by other researchers into the future.

Date: 2016
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