ﺩﺭﺍﺴﺔ - St Clements University
ﺩﺭﺍﺴﺔ - St Clements University
ﺩﺭﺍﺴﺔ - St Clements University
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ﻲﻧﺎﺜﻟا ﺚﺤﺒﻤﻟا<br />
ﺔﻘﺑﺎﺳ تﺎﺳارد<br />
،ﻕﺍﺭـﻌﻟﺍ<br />
ﻲـﻓ ﺕﻴﺭﺠﺃ ﻲﺘﻟﺍ ﺔﻘﺒﺎﺴﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ ﻥﻤ ﹰﺍﺩﺩﻋ ﺙﺤﺒﻟﺍ ﺍﺫﻫ ﻥﻤﻀﺘﻴ<br />
ﻲـﻓ ﺎـﻬﻌﻴﻤﺠ ﻙﺭﺘﺸﺘ ﺕﺎﺴﺍﺭﺩﻟﺍ ﻩﺫﻫ ﻥﺃ ﻡﻏﺭﻭ<br />
،ﺔﻴﺒﻨﺠﻷﺍﻭ<br />
ﺔﻴﺒﺭﻌﻟﺍ ﺭﺎﻁﻗﻷﺍ ﺽﻌﺒﻭ<br />
ﺕﺩـﻤﺃ ﺎﻬﻨﺄﻓ ﻙﻟﺫ<br />
ﻊﻤﻭ، ﺔﺼﺎﺨﻟﺍ ﺎﻬﻓﺍﺩﻫﺃﻭ ﺎﻬﺘﺎﻬﺠﻭﺘ ﺓﺩﺤﺍﻭ لﻜﻟ ﻥﺃ ﺩﻴﺒ ﻡﺎﻌﻟﺍ ﻥﺍﻭﻨﻌﻟﺍ<br />
ﺙـﺤﺎﺒﻟﺍ ﺩﻤﺘﻋﺍﻭ<br />
،ﻉﻭﻀﻭﻤﻟﺍ<br />
ﺍﺫﻬﺒ ﺔﺼﺎﺨﻟﺍ ﻡﻴﻫﺎﻔﻤﻟﺍﻭ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻥﻤ ﺭﻴﺜﻜﻟﺎﺒ ﺙﺤﺎﺒﻟﺍ<br />
ﺔﺴﺍﺭﺩﻟﺍ ﻉﻭﻀﻭﻤﺒ ﺭﺸﺎﺒﻤ لﻜﺸﺒﻭ ﺔﻗﻼﻌﻟﺍ ﺕﺍﺫ ﺔﻘﺒﺎﺴﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﻲﻓ<br />
ﺕﺎـﻌﻤﺎﺠﻟﺍﻭ ﺕﺎﻴﻠﻜﻟﺍ ﺽﻌﺒ ﺔﻠﺴﺍﺭﻤﻭ ﻲﻨﻭﺭﺘﻜﻟﻻﺍ ﺩﻴﺭﺒﻟﺍ لﺜﻤ ﺓﺩﺩﻌﺘﻤ لﺌﺎﺴﻭ ﻲﻟﺎﺤﻟﺍ<br />
ﺭﺩﺎﺼـﻤ ﺕﻋﻭﻨﺘﻭ ﺔﻠﻤﺎﺸﻟﺍ ﺓﺩﻭﺠﻟﺍ ﺓﺭﺍﺩﺍ لﺎﺠﻤ ﻲﻓ ﻥﻴﺴﺭﺍﺩﻟﺍﻭ<br />
ﻥﻴﺜﺤﺎﺒﻟﺎﺒ لﺎﺼﺘﻻﺍﻭ<br />
ﺏـﺘﻜﻭ ﺕﺍﺭﻤﺘﺅـﻤ ﺙﻭـﺤﺒﻭ ﻩﺍﺭﻭـﺘﻜﺩﻭ ﺭﻴﺘﺴـﺠﺎﻤ لﺌﺎﺴﺭ ﻥﻴﺒ ﺔﻘﺒﺎﺴﻟﺍ ﻪﺘﺎﺴﺍﺭﺩ<br />
ﻉﻭﻀﻭﻤﻟﺍ ﻰﻠﻋ ﻉﻼﻁﻻﺍ ﻲﻓ ﺔﻌﺴ ﺕﺎﺴﺍﺭﺩﻟﺍ ﻩﺫﻫ ﻪﺘﺒﺴﻜﺍ ﺩﻗﻭ ﺔﻴﻭﺒﺭﺘ ﺕﺎﺼﻠﺨﺘﺴﻤﻭ<br />
ﺽﺭـﻋ<br />
ﺔـﻌﻴﺒﻁ ﻙﻟﺫﻜﻭ<br />
،ﺎﻬﻴﻓ<br />
ﺕﻌﺒﺘﺍ ﻲﺘﻟﺍ ﺕﺍﺀﺍﺭﺠﻹﺍ<br />
،ﺔﻴﺭﻅﻨﻟﺍ<br />
ﻡﻴﻫﺎﻔﻤﻟﺍ)<br />
،ﺎﻬﻟ<br />
ﺔﺒﺴﺎﻨﻤﻟﺍ ﺔﻴﺌﺎﺼﺤﻹﺍ لﺌﺎﺴﻭﻟﺍ ﻡﺍﺩﺨﺘﺴﺍ<br />
ﺎﻬﻨﻤ ﺓﺩﺩﻌﺘﻤ ﺏﻨﺍﻭﺠ ﻥﻤ<br />
،ﺎﻬﻠﻴﻠﺤﺘ<br />
ﺏﻭﻠﺴﺃ<br />
،ﺞﺌﺎﺘﻨﻟﺍ<br />
. ( ﺎﻬﺒ ﺕﺠﺭﺨ ﻲﺘﻟﺍ ﺕﺎﺠﺎﺘﻨﺘﺴﻻﺍ<br />
ﺭﻭـﻅﻨﻤ ﺕﺍﺫ ﺎـﻬﻨﺃ ﺩـﻴﺒ ﻯﺭـﺨﺃ ﺕﺎﺴﺍﺭﺩ ﻰﻠﻋ ﻊﻠﻁﺃ ﺩﻗ ﺙﺤﺎﺒﻟﺍ ﻥﺄﺒ ﹰﺎﻤﻠﻋ<br />
ﻲـﺘﻟﺍ ﺕﺎـﺴﺍﺭﺩﻟﺍ ﻰﻠﻋ ﺭﺎﺼﺘﻗﻻﺍ لﻭﺎﺤ ﻙﻟﺫﻟ ﺕﺤﺒ ﻲﻤﺩﺨ ﻭﺃ ﻱﺭﺎﺠﺘ ﻭﺃ ﻱﺩﺎﺼﺘﻗﺍ<br />
ﻡـﻫﺃ ﻥﻤ<br />
. ﺔﻠﻤﺎﺸﻟﺍ ﺓﺩﻭﺠﻟﺍ ﺓﺭﺍﺩﺇ ﺕﻟﻭﺎﻨﺘ<br />
: ﻲﻟﺎﻌﻟا ﻢﻴﻠﻌﺘﻟا تﺎﺴﺳﺆﻣ ﻲﻓ ﺔﻠﻣﺎﺸﻟا ةدﻮﺠﻟا<br />
( Total Quality Management)<br />
ﺔﻠﻤﺎﺸﻟﺍ ﺓﺩﻭﺠﻟﺍ ﺓﺭﺍﺩﺇ ﺭﺒﺘﻌﺘ<br />
ةرادإ<br />
ﻥﻴـﺴﺭﺎﻤﻤﻟﺍ ﻥﻴﺭﻴﺩـﻤﻟﺍ لـﺒﻗ ﻥـﻤ ﺭﻴﺒﻜﻟﺍ ﻡﺎﻤﺘﻫﻻﺍ ﻰﻠﻋ ﺕﺫﻭﺤﺘﺴﺍ ﻲﺘﻟﺍ ﺕﺎﺠﻭﻤﻟﺍ<br />
(Lotana, Lavan, 1993; Weeb& Bryant,1990)<br />
ﻥﻴﻴﻤﺩﺎـﻜﻷﺍ ﻥﻴﺜﺤﺎـﺒﻟﺍﻭ<br />
ﺎـﻬﻨﺄﺒ ﺕﻔﺼﻭ ﺩﻗﻭ ،ﺔﻴﻟﺎﺤﻟﺍ ﺓﺭﺘﻔﻟﺍ ﻲﻓ ﺔﺒﻭﻏﺭﻤﻟﺍﻭ ﺓﺩﺌﺎﺴﻟﺍ<br />
ﺔﻴﺭﺍﺩﻹﺍ ﻁﺎﻤﻨﻷﺍ ﻯﺩﺤﺈﻜ<br />
،ﺭﻴـﺼﺎﻨﻤﻟﺍ<br />
)<br />
ﺏﻴـﺴﺍﻭﺤﻟﺍ ﺓﺭﻭـﺜﻭ ﺔﻴﻋﺎﻨﺼـﻟﺍ ﺓﺭﻭﺜﻟﺍ ﺩﻌﺒ ﺔﺜﻟﺎﺜﻟﺍ ﺔﻴﺭﻭﺜﻟﺍ ﺔﺠﻭﻤﻟﺍ<br />
ﺯـﻜﺘﺭﺘ ﺔﻴﺭﺼـﻋ ﺓﺭﺍﺩﺇ ﺔﻔﺴﻠﻓ<br />
( TQM)<br />
ﺔﻠﻤﺎﺸﻟﺍ ﺓﺩﻭﺠﻟﺍ ﺓﺭﺍﺩﺇ ﻡﻭﻬﻔﻤ ﺩﻌﻴ<br />
.( 1994
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