Achieving total quality management using knowledge management practices

Abstract

Purpose The purpose of this paper is to explore the benefits that can result from the use of knowledge management (KM) principles in achieving total quality management (TQM) in the Jordanian insurance sector. Design/methodology/approach Data about KM and TQM were obtained through a survey questionnaire distributed to managers in the insurance industry in Jordan. To arrive at statistically significant conclusions, the authors used variance and correlation analysis. Findings The results indicate that KM processes (diagnosing, acquiring, generating, sharing, storing, and application) do influence TQM. Research limitations/implications Since this study was limited to the insurance sector in Jordan, caution must be exercised in generalizing the results from this study to other situations in the service sector. Practical implications This study provides useful information and impartial advice for managers in the insurance business in Jordan. It also suggests new business practices for the sector. Originality/value This study attempts to fill gaps in the literature on Arabian management practices. It may also contribute to developing management practices cross‐culturally.

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