The Impact of Soft Practices in Total Quality Management on Improving Customer Service: The Mediating Role of Collaborative Supply Chains

Abstract

This research aims to answer the central question of the impact of Total Quality Management (TQM) soft practices on customer service while also examining the mediating role of cooperative supply chains in strengthening this relationship within the Iraqi Ministry of Communications. The study stems from the importance of government organizations adopting TQM concepts as a modern approach to improving the level of services provided to citizens. The Iraqi Ministry of Communications was chosen as the case study because of its vital role in direct interaction with a wide range of beneficiaries. The research employed a descriptive-analytical methodology, collecting data from a population of 85 employees and analyzing it using appropriate statistical methods to test the proposed hypotheses. The analysis aims to produce results that can enhance service performance and shape administrative policies.