واقع تطبيق إدارة الجودة الشاملة في مؤسسات الخدماتية

Abstract

This research aims to clarify the concept of quality in insurancing services And it is only the overall quality of the intellectual side and the practical management system, , This research aims at clarifying the application of TQM and its relationship to improving the quality of service As well as reviewing its various principles and methods of application. In the beginning we conducted a documentary research and another on the Internet, from which we were able to have access to a rich documentation covering the most aspects of the subject. Then we have elaborated a questionnaire to identify the extent to which senior management understands the concept and importance of TQM according to what was mentioned on the theoretical side, The questionnaire was distributed to employees of the National Insurance Company in Sidi Ali – Mostaganem-. After retrieval and sorting of the distributed questionnaires , Data were analyzed and tabulated in simple and composite tables where the hypothesis of the study was validated. The results confirm the the prevailing working environment or organizational culture in terms of awareness and commitment of senior management not suitable for the implementation of TQM, But can be developed and improved by addressing the gaps for the existence of some positive, The results also showed that customer satisfaction and good internal customer treatment are the basis of their continuity and improve the quality of their services.