English abstract
The study aimed at identifying the attitudes of workers in the General Directorate of Family Development towards the implementation of Total Quality Management approach (TQM), as well as identifying the most important obstacles that limit such implementation of TQM, in order to find out recommendations and mechanisms to improve the workers' attitudes towar the application of TQM.
In this study, the researcher used quantitative method associated with descriptive analysis approach. The sample included in the study was all the workers in the General Directorate of Family Development in the Ministry, which were 52 employees. Despite the fact that sample of participants was small in number, a comprehensive survey was distributed and administrated.
After the data was collected, set of statistical tests were applied and data was analyzed through the use of Statistical Package For Social Sciences (SPSS) program. The study found a range of results, including:
-The participants' attitudes towards the application of TQM principles in the General Directorate of Family Development were generally positive. This finding indicates the workers' needs to strengthen their knowledge and attitudes towards TOM approach.
-The dimension, which refers to the focusing on the beneficiaries, was the strongest in terms of relative average and RSI. This result reflects the awareness of workers to the importance of focusing on the beneficiaries as a fundamental principle to achieve total quality as well as developing the services to meet their needs, and overcome the difficulties they face to facilitate the access to the services provided.
-The dimension, which refers to the extent of higher management's conviction and support to TOM philosophy, was the weakest in terms of relative average and RSI, This expresses the shortage seen by workers in the process of supporting the implementation of TQM. The .workers believe that the higher management needs to adopt the concept of quality at all management levels effectively
