The use of empowerment strategy to achieve Total Quality Management in civil associations

2019 edition

Marwa Gomaa Abdelghani Bassiouni

Background. Civil associations suffer from poor performance due to several reasons, including the lack of planning, teamwork, focus on customers, the neglect of staff training, as well as the lack of effective leadership within these associations. The Total Quality Management (TQM) is an effective approach that focuses to improve the associations’ outputs, including services, and performance which will meet or exceed customer expectations through continuous improvement of all internal processes within these associations. Several studies indicated that civil associations become more effective in problem-solving, as well as achieving customer satisfaction while meeting the requirements of the TQM. The activities of TQM include: focus on the customer, effective leadership, employee participation, strategic planning, management system, continuous improvement and innovation, information capabilities and community participation. In order to achieve TQM vision, employee involvement and empowerment within these civil associations should be achieved. In addition, these civil associations should take care of the training of all their employees. Therefore, the aim of this study is to identify the influence of the empowerment strategy to the achievement of TQM factors in civil associations.

Methods. This study includes employees of the Arabian Association for Human Development and society Service, Egypt. The development of a measurement instrument of the eight factors of the TQM. The final version of TQM instrument consists of 75 items divided by the eight factors.

Results. The results showed that the measurement instrument is a valid and reliable tool to assess TQM factors. The results of the pre-test of the TQM instrument in the Arabian Association indicated that all factors of TQM are in need of improvement. Therefore, a professional intervention program from the perspective of community organization was conducted within the Arabian Association for six months using many experts in quality, management and social work. The results of the post-test of TQM instrument showed a marked improvement in performance on all TQM factors.

Conclusion: In conclusion, employee involvement and empowerment within civil associations contributes to the achievement of the TQM activities. The TQM encourages that all employees have to participate in the continuous improvement process, which leads to institutional excellence for customer satisfaction from the services.