Implementation of Business Excellence Model: A Case Study of UAE Public Sector Organisation

  • Ali Abdulla Ali Salem Al Ghufli

Student thesis: Phd


During the last twenty years, Total Quality Management and Business Excellence Models [BEMs] have been very attractive to organisations as an improvement strategy, as there has been a push by governments to encourage this trend in both public and private sector organisations through the development of national quality awards. There remain difficulties in the successful implementation of BEMs, as there have been high implementation failures rates in various industrial settings. It appears that these failures have been the result of a failure to identify key influential factors that might be incorporated into organisations' BEM implementation guidelines. Therefore, this research attempts to identify the key influential factors for the successful implementation of a BEM and then examines the role of these factors when they are incorporated with the implementation strategy of a BEM in a public sector organisation in the United Arab Emirates, the Abu Dhabi Police. The research takes a mixed-methods approach including a systematic literature review, a questionnaire survey of 300 employees and 25 interviews with top managers and BEM implementation team members in the Abu Dhabi Police. The quantitative data is assessed using descriptive and inferential statistical analysis. A paired-samples t-test is used to compare perceptions and the actual presence of key influential factors. Additionally, the correlation between these factors and the implementation efficiency of the BEM is investigated by using a Pearson's correlation coefficient analysis. The interviews are also subjected to thematic analysis. The key findings are that there are 18 key influential factors which significantly impacted on the successful implementation of the BEM in this public sector organisation; therefore they should be considered as a whole during any such implementation. These factors can be grouped into associated stages of commitment, implementation and measurement, leading to the development of a conceptual framework to be used as a roadmap for the implementation of BEMs by public sector organisations.
Date of Award1 Aug 2012
Original languageEnglish
Awarding Institution
  • The University of Manchester
SupervisorAminu Mamman (Supervisor) & Christopher Rees (Supervisor)


  • Business excellence model, UAE, Key Influential Factors, Public Sector, TQM

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