A Study on TQM Implementation in a U.A.E Public Sector Organisation in the Context of HRM

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The British University in Dubai (BUiD)
With the continuously growing competition within the business environment these days, organisations are struggling to seek and pursue with every possible opportunity and way to improve their business results. The concept of Total Quality Management (TQM) generally helps in achieving continuous improvements in the performance in order to sustain business excellence. Organisations recognise the significance of the human factor in TQM, the employees are the main driver of continuous improvements and sustainability of the TQM program, accordingly the organisation must consider all the critical factors that are related to the employees that influence the success of the TQM program. Through studying different literature regarding TQM, five critical success factors (CSF) were identified that directly impact the employees. The factors are the communication system, development and training, rewards and recognition, evaluation and assessment, and involvement and empowerment. The factors based conceptual framework was used as basis for the semi-structured interviews that were conducted in an organisation which implemented TQM. Findings have revealed the importance of CSFs for a successful TQM implementation. It is recommended to consider the requirement for more effective application of the involvement and empowerment of the employees, sustaining the TQM implementation and enabling job security.
United Arab Emirates (UAE), Critical Success Factors (CSFs), Total Quality Management (TQM), Human Recourses Management (HRM)