1. Quality Management: Managing For Performance Excellence in UAE

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

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

4. 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.

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

6. 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.

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

8. 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.

9. 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

10. “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

11. EFQM (European Foundation for Quality Management)

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

13. Quality Systems in Abu Dhabi
Sheikh Khalifa Excellence Awards

14. Criteria
ENABLERS
RESULTS

15. Abu Dhabi Award for Excellence in Government Performance
EFQM

16. Dubai Government Business Excellence Awards

17. Dubai Human Development Award

18. Sharjah Excellence Awards

19. shjSeen Model