Factors affecting implementation of quality excellence framework at a senior management level in the context of Dubai

Nawazz, K 2016, Factors affecting implementation of quality excellence framework at a senior management level in the context of Dubai , PhD thesis, University of Salford.

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Abstract

Total Quality Management (TQM) is a philosophy adopted by many organisations around the globe for continuous improvement of processes, products and / or services. Based on the TQM Philosophy, various quality excellence frameworks known as business excellence models and related quality awards have been established in different countries. Dubai Quality Award in Dubai is one such quality excellence framework that is being applied since 1994 by many organisations within Dubai to gain benefits in terms of profits, employee satisfaction and customer satisfaction. To gain anticipated business benefits through quality excellence framework, role of senior management during implementation is crucial as highlighted by most researchers. However, what are the other factors that may affect at senior management level for the implementation of quality excellence framework such as Dubai Quality Award are not comprehensively reflected in the literature. Therefore, many researchers have suggested investigating factors affecting implementation of quality excellence framework at a senior management level. Accordingly there has not been any study conducted in Dubai for the same concern. The main aim of this research was "to investigate factors affecting implementation of quality excellence framework at a senior management level in the context of Dubai". This research has adopted a phenomenological philosophy and has employed multiple case studies as a research strategy. Two case study organisations were selected from Dubai based manufacturing and service organisations. The relevant data was collected through diverse sources of evidences including semi-structured interviews, documentation, archival records and direct observations. Explanation building method was used to analyse the collected data. The following contributions to knowledge have emerged from this research. This study has identified a list of factors which affect the implementation of quality excellence framework at a senior management level in the context of Dubai. The list of factors include empirically recognised two unique factors related to the implementation of quality excellence framework at a senior management level, thus contributing towards enhancement of the existing literature. Two unique factors identified are 'system thinking view of the excellence model' and 'managing diversity of workforce'. Another contribution of this research to the TQM Philosophy and related body of knowledge for quality excellence frameworks is a proposed theoretical framework with implementation steps which will benefit senior management in improving the implementation of quality excellence framework. In addition, the findings of this research strengthen the current literature on quality excellence framework such as Dubai Quality Award and reduce the gap in knowledge in the context of Dubai.

Item Type: Thesis (PhD)
Schools: Schools > Salford Business School
Funders: Non funded research
Depositing User: Khurram Nawaz
Date Deposited: 07 Dec 2016 16:15
Last Modified: 07 Dec 2016 16:15
URI: http://usir.salford.ac.uk/id/eprint/40079

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