Framework For Implementing Total Quality Management (TQM) Concepts At NU Administrative Departments/ Mohamed Fawzy Abdelmonem Ibraheem Elbanna

Supervisor:
Mohamed Awny

Thesis (M.A.)—Nile University, Egypt, 2022 .

"Includes bibliographical references"

Contents:
Table of Contents
Acknowledgment...........................................................................................................i
Declaration....................................................................................................................ii
Abstract........................................................................................................................iii
Table of Contents........................................................................................................iv
List of Figures............................................................................................................viii
List of Tables................................................................................................................x
List of Charts...............................................................................................................xi
Abbreviations and Acronyms ...................................................................................xii
Chapter 1: Introduction of the Study........................................
1-1- Introduction ......................................................................................................1
1-2 Review of Related Literature and Studies.......................................................2
1-2-1- Related Literature..........................................................................................2
1-2-2- Related Studies..............................................................................................6
Chapter 2: TQM Main Terms & Concept................................
2-1- Definitions & Concepts of Quality ..................................................................9
2-1-1- Definition of Quality-by- Dictionary............................................................9
2-1-2- Definition of Quality -by- Gurus ..................................................................9
2-1-3- Evolution of Quality ...................................................................................11
2-1-4- Importance of Quality.................................................................................12
2-1-5- Dimensions of Quality ................................................................................12
2-1-6- Quality Planning .........................................................................................13
2-2- QC - Quality Control......................................................................................13
2-2-1- Definition of QA/QC ..................................................................................14
2-2-2 Total Quality Control - TQC........................................................................14
2-3- TQM - Total Quality Management...............................................................15
2-3-1- Historical Review of TQM .........................................................................16
2-3-2- Main Definition of TQM ............................................................................18
2-3-3- TQM Concept .............................................................................................19
2-3-4- Deming's 14 basis Points for TQM.............................................................24
2-3-5- Basic Goal, objective, strategy, and methods of TQM...............................24
2-3-6- Main Principles of TQM.............................................................................25
2-3-7- The Core Values of TQM ...........................................................................27
2-3-8- Benefits of TQM.........................................................................................29
2-3-9- Barriers in TQM Implementation ...............................................................31
2-3-10- Tools and Techniques for Applying TQM................................................31
2-3-11- Important Elements in Initiating TQM .....................................................35
2-3-12- TQM Framework on Universities Level...................................................35
Chapter 3: Statement of the Problem & Research
Methodology ................................................................................
3-1- Statement of the problem...............................................................................37
3-2- Objective of the research work......................................................................37
3-3- Significant of the study...................................................................................37
3-4- Scope and Delimitation ..................................................................................38
3-5- Research Design..............................................................................................38
3-6- Population and Samples.................................................................................39
3-7- Research Instruments.....................................................................................39
3-8- Validation Procedure .....................................................................................40
3-8-1 Data Gathering Procedure .........................................................................40
3-8-2 Data Processing Procedure and Statistical Treatment of Data..................41
3-9 - Definition of Terms........................................................................................41
Chapter 4: Presentation and Analysis of Data .........................
4-1 - Conceptual Framework ................................................................................43
4-1-1- Orientation ..................................................................................................44
4-1-2- Analysis Model (SWOT)............................................................................44
4-1- 2-1- SWOT Analysis Basic Elements:...........................................................45
a. A Visual Overview.........................................................................................46
b. SWOT Analysis Main Elements.....................................................................46
c. How to Use SWOT Analysis..........................................................................47
c-1- Internal Elements.........................................................................................47
c-2- External Elements........................................................................................48
c-3 Steps before developing actionable strategies..............................................48
4-1-3- TOWS Matrix as Strategy Tool ..................................................................49
4-1-3-1- From SWOT to TOWS analysis..............................................................50
4-1-3-2- Improving the Project Strategy In 8 Steps...............................................51
4-1-3-3- Applying previous eight steps plan in the Project ...................................55
4-1-4- Improved Project.........................................................................................58
4-1-4-1- Apply 7 Quality Tools.............................................................................59
I. The Benefits of Applying 7 QC Tools................................................................60
II.The 7 Quality Tools............................................................................................60
1) Stratification..................................................................................................60
2) Histogram......................................................................................................61
3) Check sheet (tally sheet) ...............................................................................62
4) Cause-and-effect diagram (Ishikawa diagram).............................................63
5) Pareto chart (80-20 rule) ...............................................................................64
6) Scatter diagram .............................................................................................65
7) Control chart (Shewhart chart)......................................................................66
8) Flowcharts (Bonus Factor)............................................................................67
4-1-4-2- Measurements with KPIs.........................................................................68
a. KPI Main Elements .......................................................................................69
a.1 The Effectiveness of KPI.............................................................................69
a.2 How to write and develop KPIs...................................................................70
a.3 Using KPIs as part of performance management frameworks....................73
a.4 Three ways KPIs can help build a better team ............................................75
a.5 KPI as a way to take an employee engagement to the next level................77
a.6 KPI as a way to take an employee engagement to the next level................77
4-1-5- Feedback for the next strategy ....................................................................78
4-2- Presentation of Data .......................................................................................79
4-2-1- Vision, Mission & core values of NU.........................................................79
4-2-1-1- NU Vision................................................................................................79
4-2-1-2- NU Mission..............................................................................................79
4-2-1-3- NU Core Values.......................................................................................80
4-2-1-4- NU Strategic Goals..................................................................................80
4-2-2- Supply Chain department........................................................................81
4-2-2-1- Orientation...............................................................................................81
4-2-2-2- Analysis Model (Applied SWOT Analysis)............................................81
4-2-2-3- TOWS Matrix as Strategy Tool...............................................................84
4-2-3- Support services and facility management department........................86
4-2-3-1- Orientation...............................................................................................86
4-2-3-2- Analysis Model (Applied SWOT Analysis)............................................86
4-2-3-3- TOWS Matrix as Strategy Tool...............................................................89
4-3- Analysis of Data ..............................................................................................91
4-3-1- Supply Chain department........................................................................91
4-3-1-1- Critical Success Factors (CSF)................................................................91
4-3-1-2- Apply 7 Quality tools ..............................................................................94
4-3-2- Support services and facility management department......................104
4-3-2-1- Critical Success Factors (CSF)..............................................................104
4-3-2-2- Apply 7 Quality tools ............................................................................109
4-3-3- KPI as a measurement tool (Tracking System) for both departments
..............................................................................................................................109
Chapter 5: Conclusions and Recommendations.......................
5-1- Conclusions.................................................................................................117
5-2- Recommendations ......................................................................................123
References & Appendixes...........................................................
References...........................................................................................................129
Appendices..........................................................................................................134
Appendix 1: The used format of SWOT Analysis work sheet in the research ..134
Appendix 2: The used format of TOWS Matrix in the research ........................135
Appendix 3: The 7 Quality tools of total quality management TQM ................136
Appendix 4: The used KPI adopted in the research main elements...................140

Abstract:
The performance of any organization depends mainly upon the quality of services
introduced and the dedication of workforce inside. There are many tools and methods to
maintain a good performance in any institution. QM (Quality Management) tool is one of the
leading processes to achieve that. It is all about making organizations perform in the best
possible way for the benefits of their customers by enhancing and improving the services they
provide with low impact and reinforcing them to achieve high impact whether they are products,
services, or systems. With the objective of making the whole organization more fit and
effective. It is a continuous process that aims for excellence. Nowadays, it has a huge impact
in most of the world`s affairs in all fields.
In this research work, TQM (Total Quality Management) tools, principles and techniques
will be adapted as a way to enhance and improve administrative departments of educational
establishments as a model. The process starts by monitoring the current status of the
department, then applying the total quality management process to raise the performance of the
management department to introduce better services to the customers and function in a better
way inside the organization.
For the first perspective, the research will illustrate the main idea of TQM through its basic
definitions, aspects, principles, applications, and techniques. Then, try to apply these aspects
through specific framework for selected administrative departments as a prime model. The
analysis process to the current situation is carried out and based on presentation of data, then,
obtained a strategy to enhance and improve the performance and satisfaction of the selected
departments. Finally, the results of the proposed process are evaluated using both Quality tools
and KPIs.
The focus will be through two important administrative departments at Nile University as
one of the leading non-profit universities with a vision to be a world-class, internationally
recognized learning, research, and entrepreneurial university. The two selected departments
that are chosen are: Support Service and Facilities Management department & Supply Chain
department. These departments directly impact the students’ and administrative staff members’
requirements. For enhancing the quality of services for any department, the proposed
framework should be applied twice at least per year and sometimes, four times depending on
how many issues or challenges can be solved or enhanced each at a time. Each concluded
step in the TQM framework will affect the next one as it is a continuous improvement process

Text in English, abstracts in English and Arabic