Implementing a TQM Framework for Public Services in Iraq: An Exploratory Study
Publication: Practice Periodical on Structural Design and Construction
Volume 26, Issue 2
Abstract
Public services in Iraq have been deemed to perform unsatisfactorily. In this study, the theory of total quality management (TQM) is used to identify the quality shortcomings of public service projects in Iraq. Accordingly, data derived from 55 online completed surveys were used to assess the TQM of public service construction. The elements of TQM that were assessed are leadership, communication and cooperation, workforce management, process management, continuous improvement, and client satisfaction. The collected data were analyzed utilizing standardized scores to measure the relative shortcoming of TQM’s variables. The results show that, in general, Iraqi engineers perceived the existence of citizens’ satisfaction as being relatively higher than other elements. Furthermore, the results suggest that several key performance indicators (KPIs) scored relatively lower than others. Thus, the study highlights where improvements are needed most for TQM of public service projects in Iraq. In addition, there is a lack of quantitative research that supports TQM benefits within the construction context. Therefore, this study contributes to the body of knowledge regarding the usability of TQM within the construction industry.
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Data Availability Statement
Some or all data, models, or code that support the findings of this study are available from the corresponding author upon reasonable request.
Acknowledgments
The author appreciates the efforts of all Iraqi engineers who contributed to answering the survey questions in all governorates of Iraq.
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Published In
Practice Periodical on Structural Design and Construction
Volume 26 • Issue 2 • May 2021
Copyright
© 2020 American Society of Civil Engineers.
History
Received: Jul 6, 2020
Accepted: Oct 26, 2020
Published online: Dec 23, 2020
Published in print: May 1, 2021
Discussion open until: May 23, 2021
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