Investigation of TQM implementation to the UAE public sector organisations.

This research explores the possibility of adopting quality approach for the United Arab Emirates Public Sector Institutions (UAEPSI), aiming to improve their performance and enable them to provide quality standard services for customers and other stakeholders.The research was based on a literature study of the quality advocators for a better understanding in the field of TQM. A triangulation research method of quantitative (survey questionnaires) designed, evaluated the reliability and the concurrent validity of the questions. The gathered data were subjected to a series of correlation and regression analysis.The results demonstrated a wide gap between TQM principles and the actual practices of the UAEPSI. Certain aspects were found inhibiting proper implementation of TQM. Based on the research theoretical and empirical evidences a Quality Appraisal Model (QAM) emerged as a self assessment instrument against the U.A.E. Government Excellence Program (UAEGEP) criteria's. The QAM comprises of four core quality critical factors: people, leadership, processes and system, and resources and facilities, in which fragmented to twenty sub-factors. The framework model divides the TQM implementation into five sequential phases namely; identification, appraisal, implementation, monitoring and evaluation. A weighting scoring scale was also formulated as a measurement tool, to facilitate the measurement of quality quotient in the UAEPSI. Furthermore the QAM was benchmarked against widely adopted quality and excellence models and its contribution to the development of TQM knowledge. Two focus groups of top and senior management in the UAEPSI were formulated to validate the QAM viability as a performance assessment vehicle that is in alignment with the UAEGEP quality criteria's. The model provides a model for creating awareness and understanding of TQM concepts and techniques and their impact on developing a quality culture. It is hoped that this in the long run, may encourage the Government of United Arab Emirates to adopt quality strategy in alignment with its corporate strategy. The thesis reveals that there is a paucity of research in this area and this research study makes a contribution towards filling this gap and for further research in future.