TQM PRACTICES AND THEIR EFFECT ON JORDANIAN MUNICIPALITIES

Anan Abu Hummour
Seif Athamneh
Samir Al-balas

Department of Public Administration
Yarmouk University

ABSTRACT

This study investigates the impact of Total Quality Management principles of
communication, employee involvement, continual improvement and leadership on performance
speed, quality and quantity in the Greater Irbid Municipality in Jordan. This study describes how
TQM principles can be reliably applied in the public services sector in Jordan and how the
Greater Irbid Municipality can improve its overall performance. The study reveals that
leadership has the strongest and most positive effect on performance speed and quantity relative
to other dimensions of communication, employee involvement and continuous improvement. The
combination of all TQM practices was found to influence performance quality positively.
However, increasing communication resulted in a negative effect on performance quality.

Keywords: Total Quality Management, Jordanian public sector, Municipality, Organizational performance