Knowledge management and strategic decision making in the Jordanian public sector

Al-Madi, Faisal N.; Shra’ah, Ata E. M. Al; Rumman, Mohammed A. Abu; Khrais, Lama T.

doi:10.7813/jee.2013/4-1/6

Cited by 1 publication

(2 citation statements)

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“…However, Swiss (1992) considers the implementation of TQM principles in the public sector as a waste of time since its works are restricted by legal requirements in addition to the wide variety of customers which make the process of acquiring their feedback very difficult and almost unattainable. Despite Swiss's arguments, most public services organizations continue to pay extra attention to the quality issues that enable them to maintain their customer satisfaction (Apornak, 2017), eliminate waste, reduce the time associated with re-work efforts, and enhance the maturity level of quality issues amongst their employees (Al-Madi et al , 2013; Keramati et al , 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Leadership and management commitment; customer focus; people management; strategic planning; processes management; rewards and recognition; and employee involvement all acted as the independent variables. The KM processes were adopted from the following studies: Andriani et al (2019), Chang and Lin (2015), Zwain (2012), Hoe (2006), Bhatt et al (2005) and Al-Madi et al (2013) and represented the dependent variables. The model aimed to demonstrate how the dimensions and processes may fit together and impact on each other.…”

Section: Problem Statementmentioning

confidence: 99%

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The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan

Shraah

Abu-Rumman

Al-Madi

et al. 2021

TQM

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PurposeThis study aimed to investigate the impact of total quality practices on knowledge management (KM) processes across a Social Security Corporation (SSC) in Jordan and explore the best approach to improve KM processes using quality management.Design/methodology/approachThis study followed a quantitative methodology: a conceptual model was developed based on an extensive review of the related literature; an online survey was developed and distributed using the SSC's intranet; and 384 surveys were completed and used in the statistical analysis. The two-stage approach of structural equation modeling (SEM) was employed to analyze and interpret the data, and was used to validate the conceptual model of this research.FindingsBased on the statistical analysis it was found that six out of seven independent factors relating to quality management practices were confirmed to have a significant impact on the knowledge management processes (KMPs). Building upon the findings an agenda for improving KM processes using quality management is proposed.Originality/valueThis study was conducted in one organization namely the SSC because it is the largest public service organization in Jordan and offers compulsory services. The inclusion of other public organizations and companies may reflect different findings. Future research may collect data from other service industries to get a more comprehensive perspective from developing countries such as Jordan. Moreover, the population of this study included only the General Director, General Director Assistants, and Administrative Managers. Front-line employees were excluded from the data collection because the study was conducted solely from a managerial perspective.

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