A Critical Study on the Implementation of the Total Quality Management in Directorate General of Project and Engineering Affairs in Ministry of Health, Oman

Abstract

Total quality management or TQM has become one of the most important mechanisms for organizations that offers unique products or services to satisfy customers and achieve organizational goals. It is the core of management in the 21st century to provide better services and strive for customer and supplier satisfaction as well as maintaining a good relationship with the owners. The problem that this research focuses on is that the organization does not use a quality system or policy at work and therefore management faces a major problem on cost and effort in training staff. This has led to a lack of trust of the client as well as stakeholders in the services provided by the institution. The study primarily focused on understanding the application of TQM in Directorate General of Project and Engineering Affairs (DGPEA) office in Ministry of Health, as well as the challenges and issues in the performance of the work. The study has proposed a framework for improving TQM in DGPEA and in increasing the efficiency and quality of service. The researcher used descriptive methodology to collect qualitative and quantitative data through survey questionnaire and interviews. Judgmental purposive sampling technique was used with a more representative sample. It was concluded in the study that organization should focus on cooperation in creating a healthy work environment and for continuous improvement of all operations as well as reducing redundancy and unnecessary functions. The recommendations addressed the top-management concerns, and operational TQM issues aiming at strengthening the strategies adopted in the application of TQM in accordance with international standards.