TO WHAT EXTENT THE APPLICATION OF MALCOLM BALDRIGE OF THE COMPREHENSIVE QUALITY STANDARDS IN THE AFTER- SALES SERVICES/ APPLIED RESEARCH IN ONE OF THE PRIVATE SECTOR COMPANIES

TO WHAT EXTENT THE APPLICATION OF MALCOLM BALDRIGE OF THE COMPREHENSIVE QUALITY STANDARDS IN THE AFTER- SALES SERVICES/ APPLIED RESEARCH IN ONE OF THE PRIVATE SECTOR COMPANIES

Authors

  • Alaa N. Al-Heali
  • Wisal A. Husain

Keywords:

Keywords: Total quality management, Malcolm Baldrige standards, after sales services.

Abstract

The aim of the research is to identify to what extent to which Malcolm Baldrige standards of total quality are applied in the after-sales services of a private sector company for electrical appliances, from the point of view of administrative leaders, in it. To achieve this aim a questionnaire has been used to measure the degree of application of Malcolm’s seven criteria for total quality, namely: (leadership, strategic planning, focus on the customer, measurement and analysis and knowledge management, focus in human resource and operation management and results of the company’s management), the research found that the company achieved a good level of the standard from the degree of the standard in the award. The research recommends a comprehensive quality management system through the application of Malcolm's criteria for quality in the field of after sales services and selection of administrative leaderships that have experience in applying quality standards.

Author Biographies

Alaa N. Al-Heali

1Lecturer, Department of Research and Studies, Market Research and Consumer Protection Center, University of Baghdad, Baghdad, Iraq. [email protected]

Wisal A. Husain

2Lecturer PhD., Department of Research and Studies, Market Research and Consumer Protection Center, University of Baghdad. Baghdad, Iraq. [email protected]

Published

2021-12-31

How to Cite

Al-Heali, A. N., & Husain, W. A. (2021). TO WHAT EXTENT THE APPLICATION OF MALCOLM BALDRIGE OF THE COMPREHENSIVE QUALITY STANDARDS IN THE AFTER- SALES SERVICES/ APPLIED RESEARCH IN ONE OF THE PRIVATE SECTOR COMPANIES: TO WHAT EXTENT THE APPLICATION OF MALCOLM BALDRIGE OF THE COMPREHENSIVE QUALITY STANDARDS IN THE AFTER- SALES SERVICES/ APPLIED RESEARCH IN ONE OF THE PRIVATE SECTOR COMPANIES. Iraqi Journal of Market Research and Consumer Protection, 13(2), 135–148. Retrieved from https://jmracpc.uobaghdad.edu.iq/index.php/IJMRCP/article/view/254