TITLE:
Total Quality Management in Private and Public Sectors in Bahrain: An Exploratory Study
AUTHORS:
Masooma Salman
KEYWORDS:
Total Quality Management, Quality, TQM, Bahrain, Private, Government, Critical Success Factors, Job Satisfaction
JOURNAL NAME:
Journal of Service Science and Management,
Vol.15 No.4,
August
8,
2022
ABSTRACT: This study has a
central theme of reviewing and overcoming TQM barriers. Thus, the researcher
aims to provide the government of Bahrain set of recommendations for employing
useful tools in the human resources position to assist the TQM process. The
objective of the novel research conducted here is to determine the extent of
TQM and the factors impacting it. It will also provide a subjective comparison
between the Private and Public sectors and determine which sector has adequate
TQM. On the other hand, the researcher will evaluate the impact of TQM on
employees’ satisfaction. The key critical success
factors measured in this research include leadership and top management, quality planning and strategy,
communication, employee’s involvement, quality of product and services,
customer focus, quality culture, MIS, and continuous development. The
methodology utilized in this research, described as cross-sectional, adopted a multi-method
approach (quantitative and qualitative) conducted through questionnaires
and interviews, to perform the research objectives. An SPSS program and other
analysis tools were used to analyze the data collected appropriately. The result shows that many theories models and tools were used to
facilitate Total Quality Management. In addition, critical success factors
affecting the implementation of total quality management depend on their business
and environment. On the other hand, there is less awareness among the employees
in Bahrain from both sectors private and government, regarding the total
quality management, plan, and effect. The researcher concluded that employee
job satisfaction is one of the main critical success factors affecting TQM.
Finally, a comparative summary of the best
practice results between private and government organizations, concerning TQM, results in similar effectiveness
and efficiency with a little more emphasis in the private sector.