An empirical study of critical factors of total quality management in Palestinian organizations

This paper presents the results of a questionnaire survey to investigate factors of quality that are absolutely essential for successful implementation in Palestinian organisations. Out of a possible list of 78 names of organizations, 78 were targeted, with 78 usable questionnaires returned, thus giving a response rate of 100 per cent. The analysis led to the development of a criticality quality factor structure, comprising 19 factors sorted in descending order of criticality through three tiers. All of the factors were found to be supported by similar studies and quoted literature.