كلية التجارة
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Item الدور الوسيط للجودة الشاملة في العلاقة بين التوجه بالسوق والأداء المؤسسي في الشركات الخدمية (دراسة حالة شركة MTN للاتصالات خلال الفترة من 2015-2018م)(Neelain University, 2019) أبو زيد محمد أبو زيد حمزةالمستخلص تناولت هذة الدراسة الدور الوسيط للجودة الشاملة في العلاقة بين التوجه بالسوق والأداء المؤسسي في الشركات الخدمية، وتمثل مضمون هذه الدراسة في سعى المنظمات لتكون الأفضل؛ لذلك جعلت من العميل محور اهتمامها؛ حيث إن رضا العميل يعطي المنظمة فرصة استمرارها ونموها وتقدمها، وخاصة في ظل المنافسة واضطراب السوق وسباق المنظمات لاكتساب الحصة السوقية الأكبر مع محاولة كل منظمة جذب عملاء المنظمات المنافسة لها. كذلك فإن العاملين في بعض تلك المؤسسات لا يزالون غير مقتنعين بأهمية هذا التحول ولم ينتشر هذا بينهم ذاك المستوى من السلوك المتوقع لذلك تمحورت مشكلة هذه الدراسة في السؤال الرئيس التالي: ما هو دور الجودة الشاملة في العلاقة بين التوجه بالسوق والأداء المؤسسي للشركة الخدمية، يهدف البحث الي التعرف على أثر التوجه بالسوق على الأداء في المؤسسات الخدمية، التعرف على أثر الجودة الشاملة على الأداء في المؤسسات الخدمية، تنبع أهمية الدراسة في معرفة أثر التوجه بالسوق والجودة الشاملة في الشركات الخدمية، مساعدة الإدارة والعاملين في المؤسسات المشابهة للمشاركة و الإطلاع على نتائج هذه الدراسة التي ستساعدهم في التعرف على نقاط القوة و الضعف التي تصاحب تطبيق إدارة الجودة الشاملة والتوجه بالسوق، أتبعت الدراسة كل من المنهج الوصفي التحليلي بإستخدام الحزمة الاحصائية للعلوم الاجتماعية، توصلت الدراسة الي عدد من النتائج من أهمها: تواجه الشركة حالات الاضطراب والتغيرات المفاجئة في السوق من خلال تطوير سياستها التسويقية لكي تكون موجهة بالسوق، تعتمد الشركة على الحصول على المعلومات عن العملاء وحاجاتهم الحالية والمتسقبلية مما يضمن بقائها واستمرارها، توجد بالشركة أساليب متنوعة لتحليل الأنشطة اللازمة لتقديم الخدمة. من خلال النتائج الدراسة الميدانية توصلت الدراسة الي التوصيات الاتية لابد من الاستجابة السريعة و الفعالة للقرارات داخل الشركة في جميع أقسامها، لابد من قيام الشركة بعمل خطة استراتيجية وتهتم بدراسة اوضاع العملاء وتعمل على تحسينها وتعديلها عند الحاجة، ضرورة أن يوجد اهتمام بمفاهيم تطوير الأداء المؤسسي لضمان تنفيذ تطبيق إدارة الجودة الشاملة في الشركة. Abstract This study examined the mediating role of comprehensive quality in the relationship between the market trend and institutional performance in service companies, and the content of this study was in the organizations' endeavor to be the best; therefore, they made the customer the focus of their attention; as customer satisfaction gives the organization an opportunity to continue, grow, and progress, especially in Shadow of the competition. Market turmoil and race of organizations to gain the largest market share with each organization trying to attract customers of competing organizations. Likewise, workers in some of these institutions remain unconvinced of the importance of this shift and this level of expected behavior has not spread among them. Therefore, the problem of this study focused on the following main question: What is the role of total quality in the relationship between the market orientation and the institutional performance of a service company, the research aims to identify the impact of the market trend on performance in service institutions, to know the impact of total quality on performance in service institutions, The importance of the study stems from knowing the effect of market direction and overall quality on service companies, and assisting management and workers in similar institutions to participate. Seeing the results of this is a study that will help them in identifying the strengths and weaknesses that accompany the application of total quality management and directing the market, the study followed each of the descriptive analytical approach using the statistical package for social sciences, the study reached a number of results, most important of which are: the company faces instability And sudden changes in the market by developing its marketing policy to direct it to the market, the company relies on obtaining information about customers and their current and future needs, which ensures their survival and continuity, the company has a variety of ways to analyze the activities necessary to provide the service. Through the results, the field study, the study reached the following recommendations, it is necessary to respond quickly and effectively to the decisions within the company in all its departments, the company must develop a strategic plan and is interested in studying customer positions and work to improve and amend them when needed, the need to pay attention to concepts of developing institutional performance to ensure implementation The application of total quality management in the company.Item دور الإدارة الإستراتيجية في تطوير أداء الشركات الخدمية (دراسة حالة الهيئة القومية للكهرباء)(2007) سهيلة احمد محمود احمدThe purpose of this study was to investigate the role of strategic management in the development of corporate performance of service, through the study of theoretical and scientific theme and link the results of field analysis derived from the scientific application of the National Electricity Corporation case study. Through the test the following hypotheses: 1 / application of strategic management leads to improve the performance of the National Authority for electricity. 2 / Application Software-defined strategy and a scientific way positively affect the achievement of the objectives of the Commission. 3 / there is a relationship between values and the prevailing organizational cultures and effective implementation of the strategy. The researcher using a number of integrated research methods necessitated by the study, such as the historical method and Spss statistical approach and the methodology of case study, was also used analytical descriptive method for data analysis and statistical tables. The study found generally to a number of results is the most important in: Results of the analysis also showed that the application of strategic management leads to improve the performance of the National Authority for electricity. 1 / results of the study also demonstrated that the application of software-defined strategy and scientific manner affect positively on the achievement of the objectives of the Commission. 2 / One of the results that there is a relationship between values and the prevailing organizational cultures and effective implementation of the strategy. i 3 / There is an organizational culture are clear and available in all the body and encourages the development of workers Bidarathm values and their departments. 4 / Authority employees desire to participate more in the process of implementing and applying the principles of strategic management. 5 / researcher found through statistical analysis to a statistically significant relationship between the strategic plan of the body and the steady improvement of the performance of the National Authority for electricity. The researcher found a set of recommendations is the most important in: 1 / The importance of education and training of senior management of the operations analysis and monitoring of environmental variables in the external environment of the organization and assess its internal capabilities. 2 / the need to improve the current functional structure and revised periodically and the development of the structural relationship between al Qaeda and the Summit and by deepening the spirit of collective action and the concept of feedback, communication. 3 / provide opportunities for local expertise in project work i associated with States in order to reduce the cost of foreign expertise. 4 / increased interest in training, training courses, both internal and external and work to increase courses in the areas in which to develop and improve the performance and management. ‘ 5 / Although the development and improvement is evident for the service provided by the National Authority for the supply of electric power and stability to a great extent, but that the customers know the problems that were simple and to seek to remove them and ensure customer satisfaction with the service provided.