تقويم موسسات الخدمة الاجتماعية الحكومية في محافظة رام الله والبيرة في ضوء ادارة الجودة الشاملة من وجهة نظر العاملين

The present study aimed at evaluating the level of services offered by the governmental social establishments in Ramallah and Al-Bireh governorate. in the light of the total quality management criteria, and also to find out the role and impact of some related variables on it. To achieve this objective, the researcher used the field-descriptive and analytical method. The population of the study consisted of 70 workers. The researcher built a questionnaire of 60 items covering five areas, which was subjected to a reliability test by using Cronbach alpha coefficient. To analyze data, the researcher used one-way analysis of variance (ANOVA), t-test on the independent samples, and Scheffe test. The results of the study referred to the average degree level of the service quality provided by the governmental social work establishments in Ramallah and Al-Bireh governorate. Based on the results of the study, the researcher submitted some recommendations that are necessary to support the efforts to apply the standards of quality in the social work establishments in Ramallah and Al-Bireh governorate, thereof: 1. Formation a specialized committee to review and evaluate the establishments of social work based on the standards of quality control. 2. More researches and studies on the establishments of social work are recommended to cover all aspects related to social work establishments in Palestine.