Key Performance Indicators for Quality Improvement in Municipal Development Program: A Case Study in Ramallah and Albira Governorate. رسالة ماجستير

Abstract

Quality management and total quality management have received considerable attention in recent years and various studies have documented analysis and results of their impact on organizational performance. This study dealt with the municipal development program (MDP) key performance indicators, these 21 KPIs reflect the Palestinian municipal performance in financial and institutional performance, sustainability, transparency, accountability, and participation. This study investigates to what extent these KPIs are used as quality improvement tools by municipalities in Ramallah and Albira Governorate. Content analysis and semi-structured interviews were used to collect qualitative data about a sample of three municipalities. From analysis, it is evident that these KPIs embody the fundamental ideas of TQM and are mainly compatible with the 14 Deming points in addition to MBNQA principles. Yet the findings have not been as nearly as impressive for quality management in municipalities. While, it can be concluded that a serious application of the MPD KPIs, leads to positive changes in the organization's environment and quality of services in the long term. It is recommended that in the near future, a quantitative study should be conducted on a larger sample of municipalities, taking into account the diversity of municipalities’ sizes and ranks, in order to study the impact of MDP KPIs on the actual performance of municipalities, and another study to focus on the impact of MDP KPIs on the service quality of municipalities. In addition, it is recommended to study the possibility of developing MDP project by targeting other sectors and based on the international awards related to quality so that it becomes a national award for quality in Palestine.