APPLICATION AND IMPLEMENTATION OF TQM WITHIN THE FEDERAL AUTHORITY FOR IDENTITY (ICP) - UAE

Abstract

Total quality management specifically the business excellence models have been adopted and accepted worldwide in many different organizations, Likewise, these models’ popularity and acceptance are continuously increasing in UAE and Gulf as well. This study aimed to analyze the quality and business excellence models adopted by the Federal Authority for Identity, Citizenship, and Customs & Port Security (ICP), which is an organization in the public sector and has actively implemented TQM and an excellence model since 2004. The study identified the success, implementation, and possible flaws present in the implementation of the model. This study design was qualitative, based on Semi-structured interviews. A total of 20 interview participants were selected and their interviews were conducted within a month and a half. The results of the interviews showed that the organization faced many challenges and issues in the execution of the business excellence model. Moreover, with proper coordination, Communication, and strategies, they successfully adopted the model and the effort has led to the winning of 70 local and international awards. Business excellence approaches of total quality management are very difficult to implement and frequently result in organizational failure. TQM is complex to incorporate into organizational structures; instead, it may require cultural stimulation, significant change, task rearrangement, managerial responsibility clarification, employee growth, and alignment with an organizational business plan.