The effect of TQM practices on organisational performance in the UAE public service organisations: the moderating role of organisational culture

Al Awadhi, Meleihah Abdulla (2019) The effect of TQM practices on organisational performance in the UAE public service organisations: the moderating role of organisational culture. PhD thesis, University of Bolton.

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Abstract

One of the most pivotal factors that firms need in order to survive in the competitive and everexpanding global market is quality as it determines the firms’ success economically and is integral in determining the competitive edge that the firms can gain which enables them to increase their market share which directly impacts the performance of the firm. Total Quality Management (TQM) is developed to address the pressure caused by the global competition. TQM is a holistic management approach which intends to provide continuous improvement, customer satisfaction, human resource management and process management. The purpose of this research was to examine the TQM-organisational performance relationship by considering the moderating effect of organisational culture in the context of the UAE public service organisations. Motivated by the fact that despite the extensive work focused on the impact of TQM and organisational culture and organisational performance, the empirical results are mixed and the integrated effect of organisational culture and TQM on organisational performance is lacking. To address this, the study focused on addressing the research objectives of systematically examining the effect of TQM practices on organisational performance in the UAE public sector service organisations; critically examining the effect of TQM’s dimensions on organisational performance in the UAE public sector service organisations; systematically investigating the moderating role of organisational culture on the relationship between TQM practices and organisational performance in the UAE public sector service organisations; investigating the moderating role of organisational culture on the relationship between TQM’s dimensions and organisational performance in the UAE public sector service organisations, critically assessing the advantages and disadvantages of the application of TQM in the UAE public sector service organisations and determining the challenges and opportunities of the application of TQM in the UAE public sector service organisations. To fulfil the aim and to address the research questions, the study adopted the realist research philosophy, employed abductive reasoning and utilised both qualitative and quantitative research methods. As the research strategy, this study employed concurrent triangulation, employed both secondary and primary data collection and conducted surveys with 150 employees of the UAE public sector organisations and in-depth interviews with 14 leaders/ senior officers of the organisations subject to study. To address the research objectives, quantitative and qualitative methods used for the analysis of data. The results of this study revealed that TQM and its dimensions were positive and have also been proven to be significant predictors of organisational performance. More importantly, the results have also confirmed the moderating effect of organisational culture on the relationships between TQM and its dimension from one side and organisational performance on the other side. This research has established the determinant role of organisational culture in the successful implementation of TQM. In order words, this study also supported the premises of the resource-based view theory by reaffirming the importance of the supportive TQM and OC for any successful strategy implementation in enhancing organisational performance through the implementation of innovative practices in service sector. However, the findings also showed that, the concept of TQM and its models have been failing to produce much-desired results in the UAE due to short-termism and short-sightedness of the leaders/implementers since the main concern so far is the quality of service.

Item Type: Thesis (PhD)
Additional Information: Electronic version of the thesis submitted in partial fulfillment of the requirements of the University of Bolton for the degree of Doctor of Philosophy
Uncontrolled Keywords: total quality management, organisational performance, service sector, UAE.
Divisions: University of Bolton Theses > Business
Depositing User: Tracey Gill
Date Deposited: 30 Sep 2019 15:10
Last Modified: 30 Sep 2019 15:10
URI: http://ubir.bolton.ac.uk/id/eprint/2518

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