Quality Management: Managing For Performance Excellence in UAE

Performance Excellence To establish a performance excellence three basic aspects should be considered: Strategic plan; Analysis of the key sub-processes; Stakeholder needs.

Strategic Plan With performance measurements collected from the strategic plan, we should determine the quality of information and current use of existing indicators.

Analysis of the key sub-processes All the process in an organization are divided into process. In order to identify the performance of each process, we need to further divide each process into sub-process. This is canned “process maps”, containing the qualitative and quantitative information.

Process Sub-process Steps Identify performance measurements 1 1.1 Input/Activities/Outputs 1.2 1.3 1.4 2 2.1 2.2 ……

Stakeholder needs In order to correctly specify the stakeholder, we should identify the requirements of all the stakeholders. Developing performance measurement information based on stakeholders serves two purposes: Evaluates tactical plans (customer satisfaction and employee commitment, are being met) It provides a means of testing the presumed cause and effect relationships between performance measures and strategies.

Techniques for Defining the Performance Measurement Systems Balance Score Card Critical Few Factors EFQM

Balanced Scorecard Method The Balanced Scorecard is a management tool that provides stakeholders with a comprehensive measure of how the organization is progressing towards the achievement of its strategic goals.

Balanced Scorecard Sheet Perspective   Indicators Indicator Types Weight Measurements Total Weight Final Score Subjective Objective Finance 1 Finance Element 1 f1  35 2 Finance Element 2   f2 25 3 Finance Element 3   f3 20 4 Finance Element 4  f4 10 5 Finance Element 5 f5   Sub Total 40% 100 Customer Customer Element 1 c1  Customer Element 2   c2  25 Customer Element 3   c3 30 Customer Element 4   c4 30% Internal Process Internal Process Element 1 ip1   50 Internal Process Element 2   ip2 Internal Process Element 3   ip3  10 Internal Process Element 4   ip4 15% Learning & Growth Learning & Growth Element 1   lg1 Learning & Growth Element 2   lg2 40 Learning & Growth Element 3   lg3 Learning & Growth Element 4   lg4  Sub total Balanced Scorecard Sheet

“Critical Few” Method Having too many indicators to view and manage the organization performance will have drawbacks. Its better to identify classify the indicators based on its effect on overall performance of organization. Example: Indicators % of Effect Classification Ia 5% Non-critical Ib 20% Most Critical Ic 15% Id Ie 10% Critical If 30% Ig

EFQM (European Foundation for Quality Management)

What UAE Follows? We will study of QM in three different emirates, namely, Abu Dhabi Dubai Sharjah

Quality Systems in Abu Dhabi Sheikh Khalifa Excellence Awards http://www.skea.ae/English/Pages/Default.aspx

Criteria ENABLERS RESULTS

Abu Dhabi Award for Excellence in Government Performance EFQM

Dubai Government Business Excellence Awards

Dubai Human Development Award

Sharjah Excellence Awards

shjSeen Model