Investigating Total Quality Management and Balanced Scorecards Implementation by the Water and Sewerage Company of Libya

Fasal Amhmed A. Negriw; Dr. S.M. Ferdous Azam, Dr. Jacquline Tham


Purpose: This paper is concerned with finding out the impact of total quality management and balanced scorecards implementation by the Water and Sewerage Company of Libya. For that purpose, this paper proposes three independent variables, which are customer focused, continuous improvement, and training, while the dependent variable was a balanced scorecard in organization for water and sewage in Libya.

Design/ Method/ Approach: This study uses a quantitative approach. in this approach, the hypotheses were developed based on several literature reviews. The study population consists of all managers at all levels (upper-middle-lower) in the General Organization for Water and Sanitation in Libya and all its branches, which includes Tripoli Branch, Benghazi Plain, Central Administration, Jabal Al Akhdar, Western Administration Branch, Western Mountain, Southern Administration, and Central and Eastern Administration, where the study population is 646 managers in all branches of the organization. The sample of this study is 200 managers from these companies.

Findings: The findings of the study indicated that the highest correlation was Continuous improvement (CIM) and Balanced Scorecards (BS) with 0.542 and a p-value of 0.000. This is followed by Customer-focused (CF) was 0.463 and the p-value was 0.000. On the other hand, the lowest correlation among variables was Training (TRA) with 0.432 and the p-value was 0.000. The results of the correlation matrix show that the values of correlation were less than 0.80 and ranged between 0.542 and 0.432.

FULL TEXT PDF 1-10 ] DOI: 10.30566/ijo-bs/2020.17

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