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Ben Jaber, AA
Languages: English
Types: Doctoral thesis
Total Quality Management (TQM) is a philosophy for continuously improving services\ud and/or products. Organisations which have adopted TQM have gained many benefits in\ud terms of profits, employee satisfaction and customer satisfaction. Despite such benefits,\ud research data has revealed that more than 2/3 of organisations which adopted TQM\ud ended up failing to implement it. Therefore many researchers have suggested\ud conducting organisational readiness assessment prior to the implementation phase. The\ud Libyan HEIs believed that TQM would solve many of their problems and some\ud Universities had shown an intention to implement a TQM approach.\ud There is some literature on readiness for implementing TQM. The majority of the\ud studies have dealt with the manufacturing sector, fewer have covered the service sector,\ud even fewer have studied Higher Education and none have investigated the Libyan\ud Higher Education sector.\ud The main aim of this research was "to investigate the factors that affect the readiness\ud for implementing TQM within Libyan HEIs". This research has adopted a\ud phenomenological philosophy and has used multiple case studies as a research strategy.\ud Two case study organisations were selected from Libyan public Universities. The\ud relevant data was collected using different sources of evidence such as semi-structured\ud interviews, documentation, archival records and direct observations. Explanation\ud building methods were employed to analyse the collected data.\ud The following contributions to knowledge have emerged from this research. The\ud research provides specific original findings which include: one of the motives behind\ud the intention for implementing TQM was to apply and maintain the University's\ud regulations; staff had a perception that God was monitoring their job performance and\ud staff considered that one of the roles of continuous improvement was to improve ethical\ud aspects of the behaviour of staff members. In addition, the findings of this research\ud strengthen the existing literature on TQM in HEIs and reduce the gap in knowledge\ud applying to Libyan studies.
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