Implementing a TQM Framework for Public Services in Iraq: An Exploratory Study

AbstractPublic 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.