تاريخ مجلس الدراسات العليا

2020-01-29

اسم الطالب

عائشة خلف قاسم محاسنة

ملخص الرسالة

The study aims to investigate the impact of applying the principles of total quality management on organizational performance in king Hussein Medical City in Amman Jordan's capital city, through adoption of the application of the principles of total quality management as an independent variable using three main items: leadership, continuous improvement and employees involvement, and organizational performance is the dependent variable using two main items: patient satisfaction and operational efficiency. To achieve the objectives of the study, the study relied on the use of the descriptive approach to investigate the opinions of patients and used the questionnaire as a study tool and chose a random sample consisting of 300 patients from king Hussein Medical City, which consists of five hospitals and centers, where the opinion were collected from the patients from Al-Hussein Hospital, which is the largest hospital in king Hussein Medical City in terms of space and number of patients and its Include all medical specialties, in addition to Queen Rania Children's Hospital, the second largest hospital in king Hussein Medical City. The opinions of patients were analyzed, the results extracted, and the hypotheses of the study tested. The study revealed an impact of applying the principles of total quality management on the organizational performance in the king Hussein medical city. As an application of the principles of total quality management were moderately implemented related to continuous improvement and employees involvement as the result was closer to neutrality, And there is no significant effect of the item related to leadership on the organizational performance in king Hussein Medical City. Keywords: Total Quality Management TQM, leadership, continuous improvement, employees involvement, Organizational Performance, patient satisfaction, operation efficiency, King Hussein's Medical City