Impact of Total Quality Management on Business Excellence in Abu Dhabi

Running head: RESEARCH PROPOSAL
The impact of Total quality management on Business excellence: An evaluative study on
the government sectors in Abu Dhabi
Name of the university
Name of the student
Author note

RESEARCH PROPOSAL
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Overview and significance of the proposed study
The issue of total quality management is the long term approach in management for the
purpose of managing quality management by undertaking the practice of improving
processes, services and products. Some of the primary elements of the approach of TQM are
it is based on a customer satisfaction approach and it ensures total employee management. It
is a process centred approach that undertakes the steps to take inputs form the suppliers. It I
also an integrated system that an organization undertakes to bring all the functional
differences under one head. The decision making process is substantiated by the process of
facts and information and lastly, it is a process that believes in the process of continual
development. Purpose of conducting this study is to investigate and understand the total
quality management on business excellence in the context of government sectors of Abu
Dhabi. This study will be focusing on the current TQM on business excellence of the
government companies of Abu Dhabi in order to understand and critically evaluate the
lacunae of the presence system. This study will be particularly significant for the purpose of
Aims and objectives of the study
The aim of the study is to study the current practices of total quality management of the
government sectors in the context of Abu Dhabi. Some of the objectives of the study are:
 To understand the issues with total quality management of the Abu Dhabi
 To analyse the shortcomings of the TQM in the government sector of Abu Dhabi
 To suggest the means of developing the best total quality management approach for
the purpose of business excellence in Abu Dhabi

RESEARCH PROPOSAL
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Relevance literature review
Total quality management and its approaches
It is defined as the process of ensuring quality for any product or services that bears the
ability to satisfy the customers. Realising and fulfilling the demand of the customers. In
terms of generating higher satisfaction is what makes the quality of the service or product
higher. This has been previously observed that Abu Dhabi has implemented the quality policy
stating that it is committed to improve quality in order to focus on the needs of the
customers(Aquilani et al., 2017). The rationale behind the adoption of this policy has been
aiding the already existing policy of quality management. This has also been observed that
TQM has three underlying factors like quality improvement, quality maintenance and effort
provided by various groups in ensuring better outcome. In the most recent times there are
number of quality management tools and system like Six sigma, lean, kaizan and ISO 9000,
however it’s not to deny that there are certain benefits of the TQM approach(Psomas et al.,
2017). These are centralised focus on the service or product quality. It is also to ensure there
are number of techniques ad tools for the effective implementation of the TQM approach in
practice. Moreover, there is a certain level of coordination required between the departments
of the government ad non-government sectors for the adoption of the knowledge of TQM
tools and approaches. This is important due to the expected level of focus on the issues form
each members of the department. The interactions between the departments of the sectors
that can act in coordination for improvement of the product services and quality(Psomas et
al., 2017). Quality becomes the governing part of the part of the operations for the respective
government and non-government sectors. In addition to this, there are two benefits of the
TQM approach in this regard, one is customer satisfaction and reduction of the company
expenditure. This process include product quality improvement,, improvement of the designs
of product and the services, increasing the market appeal and reduction of time due to

RESEARCH PROPOSAL
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improved processes. However what has been observed that some of the drawbacks of the
system are associated with the higher cost for training and development, it also requires
further commitment which becomes at times to deliver. Moreover, this process requires the
regular auditing that bears the additional cost. Developments of higher skills are another issue
that restricts the scope of the organizations from implementing TQM. It is also crucial to
note that higher stress is another blockade in the road of effective implementation.
Government sectors in Abu Dhabi and their quality management
Quality service has been the new passion for the private and public sectors in the context of
Abu Dhabi. It has been observed that the role of the municipalities for the federal government
organizations and institutions are one of the vehicles for the ensuring and imparting quality
services to the community and people. What has been one of the challenging obstacles for
the government sectors in the context of Abu Dhabi is that the process of implementation
takes place through the bureaucratic and legislative bodies which is why implementation of
the effective approach of TQM becomes the biggest hurdle in this regard. Hence it has been
presumed that the orientation of the employees towards this approach has been negative
throughout and their thinking approach has to be changes in order bring the business
excellence like that of the private sectors. Hence the source of the essay remains to be the
traditional structure, attitudes and mind-set of the employees are the influencers to the ill
implementation of the TQM approach in most of the contexts. In case of Abu Dhabi, the
implementation of TQM in the last few years have been ineffective since their quality have
been effected in terms of service delivery. This has resulted in the development of the idea
that implementing TQM has panacea of problem(Khanam et al., 2017). Such attitude
towards the TQM approach has been the negative side of the effective implementation.
However the TQM has been the viable and acceptable in respect to the private sectors since
it has been more effective and feasible for these organizations. According to the authors,