The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan

Abstract

Purpose

This study aimed to investigate the impact of total quality practices on knowledge management (KM) processes across a Social Security Corporation (SSC) in Jordan and explore the best approach to improve KM processes using quality management.

Design/methodology/approach

This study followed a quantitative methodology: a conceptual model was developed based on an extensive review of the related literature; an online survey was developed and distributed using the SSC's intranet; and 384 surveys were completed and used in the statistical analysis. The two-stage approach of structural equation modeling (SEM) was employed to analyze and interpret the data, and was used to validate the conceptual model of this research.

Findings

Based on the statistical analysis it was found that six out of seven independent factors relating to quality management practices were confirmed to have a significant impact on the knowledge management processes (KMPs). Building upon the findings an agenda for improving KM processes using quality management is proposed.

Originality/value

This study was conducted in one organization namely the SSC because it is the largest public service organization in Jordan and offers compulsory services. The inclusion of other public organizations and companies may reflect different findings. Future research may collect data from other service industries to get a more comprehensive perspective from developing countries such as Jordan. Moreover, the population of this study included only the General Director, General Director Assistants, and Administrative Managers. Front-line employees were excluded from the data collection because the study was conducted solely from a managerial perspective.

Citation

Al Shraah, A., Abu-Rumman, A., Al Madi, F., Alhammad, F.A.F. and AlJboor, A.A. (2022), "The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan", The TQM Journal, Vol. 34 No. 4, pp. 605-626. https://doi.org/10.1108/TQM-08-2020-0183