Total Quality Management - Abu Dhabi Police - Case Study Example

Running Head: TOTAL QUALITY MANAGEMENT Total Quality Management Name Course Instructor Date TOTAL QUALITY MANAGEMENT Introduction Kitazawa and Sarkisn (2000) asserts that, total quality management (TQM) is described as that method in which both employees and management get involved in continuous improvement of goods and services production. TQM can be viewed as a combination of management and quality tools widely aimed at increasing business performance at the same time reducing losses which arises from wasteful practices. This study aims at understanding various aspect of total quality management using Abu Dhabi \police as the case study. This aspect includes; current TQM system, benefits and principles of TQM and quality philosophy adopted. Further, leadership status within Abu Dhabi Police will be discussed its ISO certification as well as their continuous process improvement. Company Background Abu Dhabi Police is the chief law enforcement organization in the Emirate of Abu Dhabi. Abu Dhabi Police is principally responsible for enhancing public safety, enforcing designed criminal law as well as keeping and maintaining law and order all over the Emirate. It is observed that Abu Dhabi Police act as a global partner through its contribution to global stability and peace through working closely with both international and national agencies. Widely embraced as a lawful partner by the larger community, the police pursue effectiveness and efficiency through the use of modern technology system and advancement in TQM (Abu Dhabi Police GHQ, 2011). Vision To ensure there is continuity of Abu Dhabi emirates as a larger community that enjoys safety and security through provision of highest police services to residents and citizens of emirates as well as its visitors. Mission Effectively working for a safer emirate community through achieving highest stability and great reduction of crime rates coupled with wider contribution to implementation of justice in a way which promotes confidence of the public in Abu Dhabi Police. To be world’s leader in enhancing stability and peace globally Quality Statement To ensure superior quality in security for a sustainable environment for Abu Dhabi citizen Objectives Achieve the durability, adaptability and flexibility required so as to be regarded as the world’s leader in law enforcement To contribute to global stability and peace SWOT Analysis Strengths Effective usage of modern services in their security service delivery Domination of homeland security this being a legitimate security provider in Abu Dhabi Weaknesses Lack of quick response to security matters especially those which are linked to disaster management Opportunities Possible growth in term of service delivery to wider Asia region Growth in term of training its citizen on security matters within and outside Abu Dhabi Threats Today threat in terrorism across the globe which is a threat not only in Abu Dhabi but also across the world High competition from developed countries such as the USA Abu Dhabi Police is legitimate law enforcement to the community thus has no competitors in its service delivery. The brand position created by the police is one that defines its TQM practices and benefit thus achieving the global leader position. Overview of Current TQM System The current overview of TQM system focuses widely on the approaches created by Juran, Crossby and Deming. Coupled with good leadership and current modern technology, current TQM is gradually changing so as to adapt easily on quality in both product and service delivery. It is therefore important to understand TQM benefits and principles. TQM Principles and Benefits With the definition of TQM as management procedures and initiative aimed at achieving quality delivery of products and services, it is accompanied by various principles and benefits. Kitazawa and Sarkis, (2000) maintains that, the various known principles are; decision making, leadership, customer focus, executive management, methodology and tools, employee involvement, company culture and continuous improvement. Within Abu Dhabi Police the commonly used principles are customer focus, leadership, training, employee involvement, decision making and continuous involvement. Based on customer focus, Abu Dhabi Police ensures that it understand its surrounding community which is its chief customers with wide focus of noting their key requirements and needs. This in turn ensures the Emirate citizens are satisfied. The police are widely involved in training sessions where the overall police force received regular training on various concepts and methods of quality (Kitazawa and Sarkis, 2000). The management of the Abu Dhabi Police ensures that all employees are encouraged to actively address and identify problem related to quality. This has clearly assisted the police in quick problem identification and resolution, execution of the resolution problem and finally the general Abu Dhabi productivity through staff engagement. According to Medori and Steeple (2000), leadership is a major principle within an organization TQM. Within Abu Dhabi, leaders are constantly engaged in creating an environment that is comfortable to operate in. here, leaders are widely engaged in educating junior officers on new police developments thus equipping them with abroad perspective on what is required for a company to be successful in term of quality management. Decision making is an important TQM principle in any given organization. Abu Dhabi police ensures that quality decisions are widely based on products and services measurements. For Abu Dhabi Police continuous improvement is fundamental in their TQM. The company uses the above mentioned principles through committing more to time and effort which are considered to make modest gain to various company operations. For them, continuous improvement works towards improving quality and manufacturing procedures (Medori and Steeple, 2000). It is evident that some of the benefits experienced by Abu Dhabi Police regarding its TQM widely lie in the continuous improvement of processes. Improving of the various police processes bring benefits to the Emirate police in term of time and costs. The major benefit that the police force experience in its effective TQM is community satisfaction which is considered. The overall community is experiencing improved service delivery which is enhanced by the ability of the chosen TQN to measuring quality customers’ expectation (Medori and Steeple, 2000). Here are some of the benefits linked to Abu Dhabi Police TQM; Elimination of repetitive work and non confirmation Process efficiency which leads to improved service delivery Fiscal discipline by way of elimination of wasteful expenditure and unnecessary steps Proper addressing of problem within the police force thus saving on cost and time Quality Philosophies adopted Deming Edwards, Juran Joseph and Crosby Philip are considered to be leading quality experts known. Each of them has a developed unique approach towards total quality management. Deming greatly places an emphasis on statistical quality control, Juran focuses on quality planning, measurement and control and break through projects whereas Crosby put emphasis on zero defect, cost of quality reporting attitude change and motivation. There definition of quality differs in that Deming define it as reduced variation or zero defects, Juran refer it as fitness for use whereas Crosby define quality as conformance to requirements. Deming is constantly known for reminding management that all problems within a given organization are systemic and it is the duty of management to improve its system for workers to work effectively. He argues that higher quality productivity lead to the development of long term competitive strengths (Perren and Burgoyne, 2001). Juran quality theories are mainly used to establish strategic quality management as well as traditional quality system. His trilogy places emphasis on the various roles of planning, control and improvement. On the other hand, Crosby put across that money need to be used for quality to be achieved. He widely discusses cost of quality, nonconformance and non-quality. His argument is based on four absolutes of quality which are largely supported by fourteen steps of quality improvement as well as quality management grid. It is quite evident that Abu Dhabi Police uses Juran Trilogy on its TQM practices. The police force engages in planning aimed at providing the larger community with quality services to meet their security needs. This is achieved by identifying what is needed most by the community based on their security. Based on control, Abu Dhabi Police management compares the team performance and resolves problem within. Improvement within the police force seeks new level of performance which ensures fitness for use that is coupled with error reduction by way of applying breakthrough thinking. Further, the company has engaged in the use of Deming philosophy whereby it refers to the fourteen points. These fourteen points have constantly assisted the organization flourish and survive in long term. In its quest to ensure that quality service delivery is achieved, Abu Dhabi Police has integrated the four theories in their performance namely the theory of variation, psychology, optimization as well as theory of knowledge. In its monthly, the police force uses control charts and statistical process to demonstrate variation experienced in its service delivery. Further, Abu Dhabi Police uses Crosby quality vaccine since it is involved in locating its position on the quality management maturity grid. Zero defect management has been adopted by the company because it is involved in following all the fourteen step of total quality management. Leadership Status Style used in Abu Dhabi Police Abu Dhabi Police GHQ (2011) indicate that, within the company leader have adapted the use of democratic leadership where employees are encourage and motivated to engage in decision making processes. Within quality service delivery especially in a police for this is important since it allows two way communications. By so doing the company management encourages leadership among junior subordinates. Ultimate decision is usually reached based on the majority workers view. For example, Abu Dhabi Police engages its employees in various leadership skills issue them with skills to empower community in matters concerning Emirates security. Leaders Characteristic, Principles and Roles Grint (2000) maintains that, various leaders are known to have distinct characteristic and roles which is not an exceptional within Abu Dhabi police. Leaders here have exemplary character so as to develop mutual trust with the larger Emirate citizens being protected. Due to the nature of their job where they are involved in community security, leaders in this police force have both interpersonal and communication skills (Medori and Steeple, 2000). This enables them to be good listeners and speakers to the community on matters which concern security. Further, the police constantly values the diversity experienced within their workforce with a broader perspective which understand that value of diversity enhances an organization TQM. Leaders roles within Abu Dhabi police is to ensure that junior police enhances public safety, enforces designed criminal law as well as keeping and maintaining law and order all over the Emirate. In addition leader supports other junior officers through giving recognition to the various junior employees’ initiative or those who possesses appropriate behavior. Research indicates that leaders within Abu Dhabi Police are effective in their service delivery (Medori and Steeple, 2000). Their quest to ensure that they are world leading organization in promoting stability and peace is being recognized across the Asia region thus indicating their effectiveness in across national and global identities. There are various leadership principles that should be adopted by quality leaders. For instance, for an efficient quality management, leaders need to develop a sense of ownership, responsibility and accountability. Further, technically proficiency is a required principle so as to have familiarity with ones employees’ job descriptions (Grint, 2000). This is important in that it facilitates quick problem identification and its resolution thus facilitating quality service delivery within organizations. Finally, one is required to be an example to other employees. This can be achieved by building a character that will allow employees to view you as their role model. Abu Dhabi ISO certification Abu Dhabi police have been awarded many ISO certifications over the years. In the 2008, the United Kingdom Accreditation Service (UKAS) awarded Abu Dhabi Criminal evidence department an ISO 52071-2002 certificate and an internal audit of accreditation service international certificate. In 2010, the Lloyd’s quality assurance organization recognized the effort of Abu Dhabi western region police directorate in meeting global standard and quality requirements and awarded it ISO 9001: 2008, a world quality certificate. Recently, the crime scene department obtained an environmental ISO certificate ISO 2004:14001 and one of public safety ISO 2007:1800. Abu Dhabi’s peripheral areas police directorate responsible for delivery of security, administrative support and police services also acquired the ISO 9001-2008 certificate from the Lloyd’s registers quality assurance. Steps needed to get ISO certificatification Benefits of ISO certification Director of purchasing store department in Abu Dhabi has expressed satisfaction for implementation of the ISO certification the organization. He asserts that’s that the excellence has been boosted in the area of policing in comparison to previous performances. The system has also seen many policemen being promoted to higher positions based on good job performance. In addition the move from 9001:2000 to 9001:2008 certification has enabled the Abu Dhabi’s purchasing department to previous specifications to implementation of globally accepted standards such as development of measurement and controls systems, maintenance of customer properties and promotion of both external and internal customer services. Director General of the security and ports, Dr. Saif Al Ameri attributes the new development in the use of advanced technology in the crime scene department to implementation of ISO certification system into the department. Tools and techniques of continuous improvement 1. Performance measurement Management of Abu Dhabi should put in place a system of measuring performance. Traditionally, performance was measured by financial output but this has subsequently changed to modern measurements which are based on other factors for instance use of balanced score cards. It is an element of TQM and its main purpose is to determine if customer needs are met, to identify quality problems hence obtain feedback for improvement. Abu Dhabi will benefit from this system in three main ways. First, it will be able to make track of the progress of all the departments and determine if it is in line with overall organizational goals. Second, it will be able to identify improvement opportunities out of the problems identified. Finally, it can make comparison of performance against external and internal standards (Medori and Steeple, 2000). 2. Employee empowerment and Developing teams The process of ensuring continuous improvement of quality in an organization is the collective effort of all its members. Top management of Abu Dhabi should empower all policemen regardless of their ranks for an effective TQM. Empowered employees are those involved in the decision making process, they can freely identify problems and their suggestions are implemented. In addition, TQM stresses on teamwork hence teams should be developed within Abu Dhabi police. This will benefit the organization as teams facilitate the process solving quality problems and give birth to new ideas on quality controls through brainstorming. 3. Process management Processes are the building blocks of an organization and their improvement is the distinguishing factor for total quality organizations. All individuals at Abu Dhabi should be well conversant with all the process involved in delivery of services to the general population. Management of processes entails documenting all the processes and having a well laid out organizational structure where responsibilities are stipulated. It will be appropriate to appoint a process manager to manage processes and relationships within the organization. Organized processes will eliminate confusion within the organization and will ensure that customer’s needs are met even beyond their expectations. 4. Attain, maintain, improve standards To ensure continuous improvement of quality, an organization should constantly review and redesign its products and services to match prevailing conditions. Indeed, Abu Dhabi has well established standards but this needs to be changed regularly depending on the changing environmental trends such as consumer behavior. This will ensure that the organization produces quality services hence obtain a competitive advantage (Medori and Steeple, 2000). TQM tools used by Abu Dhabi police Abu Dhabi has constantly utilized TQM tools in community policing implementation. Many of its departments such as the crime scene department use elements of TQM to implement community policing. Common elements of community policing are problem solving and partnerships. To the police, citizens are the clients and police should always try to find out problems they might be undergoing and look for ways of solving them. Problem solving is a whole new level of quality in the police department. The departments are divided into various groups that go out to the communities where they gather problems from citizens. The teams then come together and try to find ways of solving the problems. Problems facing Abu Dhabi Police Employment issues: The first major challenge facing Abu Dhabi police is employment of wrong personnel. Due to public dissatisfaction, the police have developed an attitude against the larger community which has brought about inefficiencies in policing. During several instances the company has had to hire army policemen and trained them for administrative roles. Police misconduct: There is a big record of officers who are involved in corruption deals, criminal affairs and other illegal and serious misconducts. In the past the problems were dealt with at individual levels but this has subsequently changed through reforms. Solution to this problem has been directed towards enhancing police organizational culture. Community policing: Abu Dhabi has been regarded as dormant in terms of community policing. It has not been able to sufficiently deliver its services to the community. However, the management of the company has come to this realization and has actually adopted the principle of participatory management and total quality. Police have been trained adequately on community oriented policing. Use of Sigma at Abu Dhabi police Sigma is a common concept used by many organizations to measure performance and ensure continuous improvement of processes. It is based on the use of metrics on statistical figures to find out various variables such as defects in the organizations. In order to eliminate the problems identified above, management of Abu Dhabi has used Sigma tools such as in training of police so that they can focus their activities to key performance areas. It has also been used to formulate organizational strategies that go in line with the needs of the public. Survey studies have been conducted and the results calculated to determine the needs of the customers and this provided opportunities of the police department to make improvements in its operations. Sigma has also been utilized to redesign the organizational structure which has led to the smooth flow in the process of delivering services. Through Sigma tools management is able to measure effectiveness of various systems such as the TQM. Importance of adopting TQM Many companies have adopted this system since it enhances product quality. It ensures that the company produces products that meet all its promises in terms of reliability, performance and durability. Improvement of existing products and designing of new ones is possible through quality management programs. This is possible to the Six Sigma model. Besides this, TQM emphasizes on teamwork in organizations. Departments are reliable to each other in production of quality products that exceed satisfaction of customers. Performance measurement is also feature of TQM which enables the company to rate itself in comparison to its competitors. This is achieved by use of balanced score cards where the company determines how close it is to reaching its targets. In addition, quality management ensures increased customer satisfaction. Quality managers conduct surveys to determine interests of customers providing an opportunity for the company to improve its performance hence obtain a competitive advantage. Subsequently, company reputation is boosted through production of quality goods and services. This in turn attracts customers and heightens company revenues. Unnecessary procedures are eliminated from the normal processes involved in production of goods or services through quality management. Efficiency is greatly enhanced as limited time is allocated to activities that do not contribute to quality of products. This system also reduces significant wastage within the company. TQM stresses on a systematic approach to organization whereby the company is departmentalized making it possible for accountability (Taylor, 2011). Recommendations The company should first identify needs of its customers and then work towards meeting them to the maximum. This is best done through survey studies. This should be done regularly as industrial trends are very dynamic. To ensure continuous improvement of operations the company can either adapt Plan-Do-Study-Act cycle or benchmarking approach. Benchmarking refers to learning and studying what is being done by other companies for best practice. Employee empowerment is also important in quality management. The company should ensure that employees are adequately involved in decisions making processes and their suggestions are heard and implemented. Management of the company should comprehensively understand all the processes involved in company. This can be achieved by having a well documented organizational structure including company vision, mission and goals. This will ensure order in the company. By appointing a quality manager, it will be easy to identify risky areas that might cause losses. Mistakes and faults can therefore be avoided. References Taylor, H. (2011). The importance of quality Management. Retrieved on 17th November from http://www.ehow.com/about_5377881_importance-quality-management.html. Medori, D. and Steeple, D. (2000). “A Framework for Auditing and Enhancing Performance Measurement Systems,” International Journal of Operations and Production Management, volume 20, Issue no. 5,p. 520 – 533. Abu Dhabi Police GHQ, (2011). One team one goal our safety: Strategy. Retrieved from http://www.adpolice.gov.ae/en/Portal/adp.strategy.aspx Kitazawa, S., and Sarkis, J.(2000). “The Relationship between ISO 14001 and Continuous Source Reduction Programs,” International Journal of Operations and Production Management, 20, no. 2, 225 – 248. Grint, K. (2000). Literature Review on Leadership. Cabinet Office: Performance and Innovation Unit Perren, L. and Burgoyne, J. (2001). Management and Leadership Abilities: An analysis of texts, testimony and practice. London: Council for Excellence in Management and Leadership. Read More