MARC details
| 000 -LEADER |
|---|
| fixed length control field |
16299nam a22002537a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
201210b2022 a|||f bm|| 00| 0 eng d |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
EG-CaNU |
| Transcribing agency |
EG-CaNU |
| 041 0# - Language Code |
|---|
| Language code of text |
eng |
| Language code of abstract |
eng |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.4 |
| 100 0# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Mohamed Fawzy Abdelmonem Ibraheem Elbanna |
| 245 1# - TITLE STATEMENT |
|---|
| Title |
Framework For Implementing Total Quality Management (TQM) Concepts At NU Administrative Departments/ |
| Statement of responsibility, etc. |
Mohamed Fawzy Abdelmonem Ibraheem Elbanna |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2022 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
164 p. |
| Other physical details |
ill. |
| Dimensions |
21 cm. |
| 500 ## - GENERAL NOTE |
|---|
| Materials specified |
Supervisor: <br/>Mohamed Awny |
| 502 ## - Dissertation Note |
|---|
| Dissertation type |
Thesis (M.A.)—Nile University, Egypt, 2022 . |
| 504 ## - Bibliography |
|---|
| Bibliography |
"Includes bibliographical references" |
| 505 0# - Contents |
|---|
| Formatted contents note |
Contents:<br/>Table of Contents<br/>Acknowledgment...........................................................................................................i<br/>Declaration....................................................................................................................ii<br/>Abstract........................................................................................................................iii<br/>Table of Contents........................................................................................................iv<br/>List of Figures............................................................................................................viii<br/>List of Tables................................................................................................................x<br/>List of Charts...............................................................................................................xi<br/>Abbreviations and Acronyms ...................................................................................xii<br/>Chapter 1: Introduction of the Study........................................<br/>1-1- Introduction ......................................................................................................1<br/>1-2 Review of Related Literature and Studies.......................................................2<br/>1-2-1- Related Literature..........................................................................................2<br/>1-2-2- Related Studies..............................................................................................6<br/>Chapter 2: TQM Main Terms & Concept................................<br/>2-1- Definitions & Concepts of Quality ..................................................................9<br/>2-1-1- Definition of Quality-by- Dictionary............................................................9<br/>2-1-2- Definition of Quality -by- Gurus ..................................................................9<br/>2-1-3- Evolution of Quality ...................................................................................11<br/>2-1-4- Importance of Quality.................................................................................12<br/>2-1-5- Dimensions of Quality ................................................................................12<br/>2-1-6- Quality Planning .........................................................................................13<br/>2-2- QC - Quality Control......................................................................................13<br/>2-2-1- Definition of QA/QC ..................................................................................14<br/>2-2-2 Total Quality Control - TQC........................................................................14<br/>2-3- TQM - Total Quality Management...............................................................15<br/>2-3-1- Historical Review of TQM .........................................................................16<br/>2-3-2- Main Definition of TQM ............................................................................18<br/>2-3-3- TQM Concept .............................................................................................19<br/>2-3-4- Deming's 14 basis Points for TQM.............................................................24<br/>2-3-5- Basic Goal, objective, strategy, and methods of TQM...............................24<br/>2-3-6- Main Principles of TQM.............................................................................25<br/>2-3-7- The Core Values of TQM ...........................................................................27<br/>2-3-8- Benefits of TQM.........................................................................................29<br/>2-3-9- Barriers in TQM Implementation ...............................................................31<br/>2-3-10- Tools and Techniques for Applying TQM................................................31<br/>2-3-11- Important Elements in Initiating TQM .....................................................35<br/>2-3-12- TQM Framework on Universities Level...................................................35<br/>Chapter 3: Statement of the Problem & Research <br/>Methodology ................................................................................<br/>3-1- Statement of the problem...............................................................................37<br/>3-2- Objective of the research work......................................................................37<br/>3-3- Significant of the study...................................................................................37<br/>3-4- Scope and Delimitation ..................................................................................38<br/>3-5- Research Design..............................................................................................38<br/>3-6- Population and Samples.................................................................................39<br/>3-7- Research Instruments.....................................................................................39<br/>3-8- Validation Procedure .....................................................................................40<br/>3-8-1 Data Gathering Procedure .........................................................................40<br/>3-8-2 Data Processing Procedure and Statistical Treatment of Data..................41<br/>3-9 - Definition of Terms........................................................................................41<br/>Chapter 4: Presentation and Analysis of Data .........................<br/>4-1 - Conceptual Framework ................................................................................43<br/>4-1-1- Orientation ..................................................................................................44<br/>4-1-2- Analysis Model (SWOT)............................................................................44<br/>4-1- 2-1- SWOT Analysis Basic Elements:...........................................................45<br/>a. A Visual Overview.........................................................................................46<br/>b. SWOT Analysis Main Elements.....................................................................46<br/>c. How to Use SWOT Analysis..........................................................................47<br/>c-1- Internal Elements.........................................................................................47<br/>c-2- External Elements........................................................................................48<br/>c-3 Steps before developing actionable strategies..............................................48<br/>4-1-3- TOWS Matrix as Strategy Tool ..................................................................49<br/>4-1-3-1- From SWOT to TOWS analysis..............................................................50<br/>4-1-3-2- Improving the Project Strategy In 8 Steps...............................................51<br/>4-1-3-3- Applying previous eight steps plan in the Project ...................................55<br/>4-1-4- Improved Project.........................................................................................58<br/>4-1-4-1- Apply 7 Quality Tools.............................................................................59<br/>I. The Benefits of Applying 7 QC Tools................................................................60<br/>II.The 7 Quality Tools............................................................................................60<br/>1) Stratification..................................................................................................60<br/>2) Histogram......................................................................................................61<br/>3) Check sheet (tally sheet) ...............................................................................62<br/>4) Cause-and-effect diagram (Ishikawa diagram).............................................63<br/>5) Pareto chart (80-20 rule) ...............................................................................64<br/>6) Scatter diagram .............................................................................................65<br/>7) Control chart (Shewhart chart)......................................................................66<br/>8) Flowcharts (Bonus Factor)............................................................................67<br/>4-1-4-2- Measurements with KPIs.........................................................................68<br/>a. KPI Main Elements .......................................................................................69<br/>a.1 The Effectiveness of KPI.............................................................................69<br/>a.2 How to write and develop KPIs...................................................................70<br/>a.3 Using KPIs as part of performance management frameworks....................73<br/>a.4 Three ways KPIs can help build a better team ............................................75<br/>a.5 KPI as a way to take an employee engagement to the next level................77<br/>a.6 KPI as a way to take an employee engagement to the next level................77<br/>4-1-5- Feedback for the next strategy ....................................................................78<br/>4-2- Presentation of Data .......................................................................................79<br/>4-2-1- Vision, Mission & core values of NU.........................................................79<br/>4-2-1-1- NU Vision................................................................................................79<br/>4-2-1-2- NU Mission..............................................................................................79<br/>4-2-1-3- NU Core Values.......................................................................................80<br/>4-2-1-4- NU Strategic Goals..................................................................................80<br/>4-2-2- Supply Chain department........................................................................81<br/>4-2-2-1- Orientation...............................................................................................81<br/>4-2-2-2- Analysis Model (Applied SWOT Analysis)............................................81<br/>4-2-2-3- TOWS Matrix as Strategy Tool...............................................................84<br/>4-2-3- Support services and facility management department........................86<br/>4-2-3-1- Orientation...............................................................................................86<br/>4-2-3-2- Analysis Model (Applied SWOT Analysis)............................................86<br/>4-2-3-3- TOWS Matrix as Strategy Tool...............................................................89<br/>4-3- Analysis of Data ..............................................................................................91<br/>4-3-1- Supply Chain department........................................................................91<br/>4-3-1-1- Critical Success Factors (CSF)................................................................91<br/>4-3-1-2- Apply 7 Quality tools ..............................................................................94<br/>4-3-2- Support services and facility management department......................104<br/>4-3-2-1- Critical Success Factors (CSF)..............................................................104<br/>4-3-2-2- Apply 7 Quality tools ............................................................................109<br/>4-3-3- KPI as a measurement tool (Tracking System) for both departments<br/>..............................................................................................................................109<br/>Chapter 5: Conclusions and Recommendations.......................<br/>5-1- Conclusions.................................................................................................117<br/>5-2- Recommendations ......................................................................................123<br/>References & Appendixes...........................................................<br/>References...........................................................................................................129<br/>Appendices..........................................................................................................134<br/>Appendix 1: The used format of SWOT Analysis work sheet in the research ..134<br/>Appendix 2: The used format of TOWS Matrix in the research ........................135<br/>Appendix 3: The 7 Quality tools of total quality management TQM ................136<br/>Appendix 4: The used KPI adopted in the research main elements...................140 |
| 520 3# - Abstract |
|---|
| Abstract |
Abstract:<br/>The performance of any organization depends mainly upon the quality of services <br/>introduced and the dedication of workforce inside. There are many tools and methods to <br/>maintain a good performance in any institution. QM (Quality Management) tool is one of the <br/>leading processes to achieve that. It is all about making organizations perform in the best <br/>possible way for the benefits of their customers by enhancing and improving the services they <br/>provide with low impact and reinforcing them to achieve high impact whether they are products, <br/>services, or systems. With the objective of making the whole organization more fit and <br/>effective. It is a continuous process that aims for excellence. Nowadays, it has a huge impact <br/>in most of the world`s affairs in all fields.<br/> In this research work, TQM (Total Quality Management) tools, principles and techniques <br/>will be adapted as a way to enhance and improve administrative departments of educational <br/>establishments as a model. The process starts by monitoring the current status of the <br/>department, then applying the total quality management process to raise the performance of the <br/>management department to introduce better services to the customers and function in a better <br/>way inside the organization.<br/> For the first perspective, the research will illustrate the main idea of TQM through its basic <br/>definitions, aspects, principles, applications, and techniques. Then, try to apply these aspects <br/>through specific framework for selected administrative departments as a prime model. The <br/>analysis process to the current situation is carried out and based on presentation of data, then, <br/>obtained a strategy to enhance and improve the performance and satisfaction of the selected <br/>departments. Finally, the results of the proposed process are evaluated using both Quality tools <br/>and KPIs.<br/> The focus will be through two important administrative departments at Nile University as <br/>one of the leading non-profit universities with a vision to be a world-class, internationally <br/>recognized learning, research, and entrepreneurial university. The two selected departments <br/>that are chosen are: Support Service and Facilities Management department & Supply Chain <br/>department. These departments directly impact the students’ and administrative staff members’ <br/>requirements. For enhancing the quality of services for any department, the proposed <br/>framework should be applied twice at least per year and sometimes, four times depending on <br/>how many issues or challenges can be solved or enhanced each at a time. Each concluded <br/>step in the TQM framework will affect the next one as it is a continuous improvement process |
| 546 ## - Language Note |
|---|
| Language Note |
Text in English, abstracts in English and Arabic |
| 650 #4 - Subject |
|---|
| Subject |
MOT |
| 655 #7 - Index Term-Genre/Form |
|---|
| Source of term |
NULIB |
| focus term |
Dissertation, Academic |
| 690 ## - Subject |
|---|
| School |
MOT |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Thesis |
| 650 #4 - Subject |
|---|
| -- |
309 |
| 655 #7 - Index Term-Genre/Form |
|---|
| -- |
187 |
| 690 ## - Subject |
|---|
| -- |
309 |