Designing a Competent Organizational Culture Model in the Municipality of Qods County, Iraq
Keywords:
Organizational culture, competent organizational culture, Municipality, customer-centric culture, Customer-centricAbstract
This study aimed to design a competent organizational culture model for the Municipality of Qods County in light of the rapid and ongoing transformations in the 21st-century work environment. Using a qualitative research design based on thematic content analysis, data were collected through semi-structured interviews with 20 experts and municipal employees. Thematic coding was employed to extract and categorize key components and dimensions of an effective organizational culture. The results revealed nine main dimensions: customer-centricity, justice and professional ethics, competency and knowledge-oriented culture, participative and collaborative culture, emotional and trust-based leadership, quality-oriented and continuous improvement culture, organizational belonging and loyalty, strategic and membership development, and engagement in work. Essential components included valuing internal and external stakeholder feedback, procedural and distributive justice, ethical conduct, capability development, and inclusive collaboration. The study demonstrated that both internal (structure, human capital, systems) and external (technological, social, political) factors influence organizational culture. The proposed model offers a structured framework that can guide urban institutions toward greater cohesion, performance, and sustainable employee engagement.
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