The Impact of Applying Quality Standards on the Internal Operations in the Public Sector in the Sultanate of Oman

Abstract

Purpose: The aim of this study is to identify the impact of applying quality standards on the internal operations efficiency in public sector institutions in the Sultanate of Oman along with measuring the effectiveness and efficiency of operations after applying quality standards. Theoretical framework: This study focuses on the definition of quality and its history, quality standards, its types, rational behind their application, continuous improvement methodology which is Deming cycle (plan, Do, check, Act), and defining internal processes and their dimensions. Design/Methodology/Approach: To achieve the objective of this study , the questionnaire was used as a main tool for data collection. Questionnaires were distributed to a simple random sample of 115; 107, questionnaires were retrieved and (102) were suitable for analysis. The data was then analyzed using a variety of statistical techniques (arithmetic means and standard deviations, multiple linear regression analysis using the stepwise method, and Cronbach alpha for stability). Findings: The main findings in this study was identifies that prove there is a gap between quality standereds applications in planning of operations, readiness, and outputs. Research /Practical /Social Implications: This study is significant since it focuses on the influence of applying quality standards in terms of results and effect, specifically on processes and whether there is continuous process improvement. In social indicator it is impacting individuals satisfactions specially when speaking about the customers experience. Moreover, in enconmoical indocators it is indicates improvement of the institutional performance. Originality/ Value: This study is distinguished from previous studies in that it focuses on the impact of applying quality standards in terms of results and effect, specifically on processes. Moreover, this study specially build based on Oman experience.