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Answer 1) For this particular problem, if we refer to business excellence means total quality management for any organization. There are various models for business excellence. Every model has their own criteria to analyses business excellence or TQM. Let us first consider the international model for business excellence, The Malcolm Baldrige National Quality Award (MBNQA). This model considers three basic parameters for evaluation namely, Organization profile, System operation and vision of company’s founder. The next comes the regional model like, European Foundation for Quality Management model, which is centered in Europe. This model is kind of self-assessment that lets the leadership of an organization identify their strength and weakness, which could help them grow their business by achieving realistic goals. Then comes the local model for business excellence, where we have many models under the Dubai Government Excellence Programme, which tries to honor exceptional government employee, department and initiatives. Comparing the three model, we can see that the international model tries to set a benchmark for the world, where as the local business model tries to recognize best practices within that country.
Answer 2) Most UAE based organization follow the excellence program by Dubai Organization. Under this the Dubai quality award, tries to set benchmark for various organization. This award was established in 1994 and is based on the regional model used in Europe, European Foundation for Quality Management (EFQM). The EFQM model has been successfully in running in private and public sector in Europe, since
- The EFQM model has nine criteria and this can be classified broadly into two categories: The enablers- how thing are done Results- the outcome which we achieve Source: Dubaided.gov.ae The model is dynamic in sense that the enabler’s can improve their performance by seeing the results. Each criterion in this model is sub-divided in various other part so that this model does not miss any part of the business. The score of the organization are then recorded by using RADAR Assessment and management tool.
Answer 5) In the past few decades, the development of the concept of quality includes a framework based on the quality award model for achieving and managing excellent performance. Therefore, the National Quality Framework plays an important role in promoting and rewarding institutions of excellence. About two decades ago, the United Arab Emirates awarded the "Business Excellence Award" to the private and public sectors. In the past decade, UAE companies have made great strides in introducing and developing quality management systems. It guides the success of institutions in the government, private, service, education or health sectors. The quality policy adopted by award-winning organizations is similar. The difference lies in the way in which decisions are communicated based on the unique needs, culture, systems and processes of the organization. Adopting best practices in business excellence can increase the country’s competitiveness and thus achieve sustainable global success. Answer 6) The adoption of EFQM model adopted by UAE government which has gone through in following ways: Leadership: The visionary thinking of leaders to reduce the dependency on oil and natural gas driven economy in 1994. DQA drive was started for it. Strategy: The plan was to pursue the path of developing other services in economy like tourism, retail, trade, real estate etc. People: For this mission to reach success they have educated the people for the same and people also enrolled themselves into the common mission. DHDA drive was started for it. Partnerships and resources: DQG (Dubai Quality Group) was established to promote business and to help organization to establish quality standards for the new services and businesses.
Processes, Products & Services: Government played here the key role to deliver the best service and resources like easing rules and norms towards the people of UAE to help them establish their business. DGEP program was established. Results: The results were outstanding in the 15 years’ timeframe for the UAE. They have even started DSES (Dubai Service Excellence Scheme) to promote and to mandate quality standard by the businesses of UAE towards there customer for societal and public welfare. Whereas many other Middle-East and North Africa countries stick to their original oil based source of income where they couldn’t develop themselves in other areas of services for most part to provide quality. Answer 7) BE Model Criteria Example EFQM This BE model focuses on holistic organization development by adopting all the 9 stages of quality model. Ex: The Millennium Corniche Hotel in Abu Dhabi to have this model in system and even won many awards for the same. Deming Prize This BE model focuses on intrinsic quality of the organization and the value generated from the people and management to deliver the quality. Ex: In many private colleges and in education center of UAE, this model has been mandated to give quality teaching. MNBQA This BE model is driven more by information and resource driven knowledge to satisfy the customer. The focus here is on extrinsic values of organization and implementing them to give customer driven output. Ex: Dubai commerce chamber have implemented this model for which they were even awarded in
ISO- 9000 series This series focuses on the basic quality standards which leadership takes care of, Ex: Fractal systems the drone manufacturing company situated
Answer 9) The basic outline of any BE model is to have certain standard in place to achieve that excellance and we can see this in regional model like. DQA (Dubai Quality Award) model: Leadership: Under the great leaders such Sheikh Mohammed Bin Rashed Al Maktoum, Ruler of Dubai and current Vice President and Prime Minister of UAE, the BE model was established in 1994 to develop UAE in business and service based economy. Employee involvement: Many companies were involved especially private sector in the beginning to improve the standard of business in UAE. Product/ Process Excellence: The product and services which were primarily in this time were manufacturing, tourism, healthcare, education, finance, construction to boost economic growth of UAE. Continuous Improvement: Different medals were given for recognition Customer Focus: To serve people of UAE in a better way EFQM model: The EFQM model is again made for the sustainable excellence in Europe, where European organization excel. Over 187 awards are given based on the model success to engage and encourage organization to adopt the model It also follows the 8 fundamental of excellence to give the best product and develop the process excellence in European organization. It also follows the 9 basic criteria to establish the best TQM model over the time right from the Enablers like EU organization who develop products to results where customer all around the world are satisfied by it.
Answer 10) EFQM merits and demerits: Merits It mentions all the five enablers of TQM which are leadership, strategy, people, partnerships and continuous evolvement. The model also lookout for various dimensions of the organization to attain business excellence by use of model like RADAR. Demerits It is more suited for big, established medium enterprises for SME it is difficult to establish this model. Cost incurred is high Deming Prize merits and demerits: Merits The focus on Business excellence is more driven through intangible assets like organization ethics, culture which can be practiced anywhere in the world. The motivation for the same is given through Deming prize awards across the globe. Demerits The focus is too narrow thus sometimes end result don’t meet the expectation. The process is slow and people around organization takes time to inherit the process. MBNQA merits and demerits: Merits
REFERENCES
http://www.baldrige21.com/Baldrige%20INTERNATIONAL/Baldrige%20UAE.html https://ro.uow.edu.au/cgi/viewcontent.cgi?article=1759&context=dubaipapers https://www.aurioninternational.com/#:~:text=Aurion%20provides%20ISO%20Certification %20Services,and%20more.&text=Get%20globally%20recognized%20through%20ISO,solution %20provider%20in%20the%20UAE. Envirol. (n.d.). Retrieved from http://envirol.ae/dqaa-3/ Lasrado, F. (2016). The excellence quest: a study of business excellence award-winning organizations in UAE. Emerald Insight , 716-734.
