The Fact of Applying the Comprehensive Quality System in the Palestinian Public Sector and it’s Influence in Institutional Performance: “Ministry of Interior as a Model”

Abstract

The study aims to identify of the application of total quality in Palestinian institutions, and its affection institutional performance (Ministry of interior as the object of the study) To achieve the goals of the study , the descriptive approach was used, Moreover, the researcher made a form of two parts (quality management and institutional performance). These two were verified tools. And the results indicated that the tools are valid to be used. The study community was mad of 134 employees of the(Ministry of interior) in Ramallah governorate for the year2022, using the simple random method. The researcher used the statistical Package for Social Services (SPSS) program. And the researcher also used of appropriate statistical treatment to answer the study questions. The results showed that the reality of applying the elements of total quality management among employees of ministry of interior The estimates were high on all dimensions (efficiency ,effectiveness ,flexibility , education and growth). And it was medium on the dimension at (staff satisfaction) The result also showed a positive co-relation of elements. A total quality management and the institutional performance of (Ministry of Interior).The study also showed that there were no statistically Significant differences at the level of arithmetic average in response of the study sample level of institutional performance in the (Ministry Of Interior ) attributed to the variables (gender ,age group, educational qualification, and years of practical experience). Differences were found according to functional level in favor of the general manager ,over the remaining job title's . In light of results of the study, the researcher recommended the necessity of employee involvement when developing plans and Policies for the ministry. The image of Providing an incentive system that enhances the performance of employees .The need for the ministry to any resources or innovations from employees that help improve global performance, and the necessity of applying the system of continuous evaluation through measuring citizen's satisfaction about the services they have. Emphasis on keeping pace with the technological developments in the ministry, which mainly affect the performance of employees which is positivity reflected on the citizens satisfaction. And the ability to adopt a clear strategy aimed at making the service of Citizens a top priority. Focusing on the training of employees and service provider on the means of communications, and on the way How to deal with the audience.