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Volume :34 Issue : 129 2008      Add To Cart                                                                    Download

The Deming Management Model of Total Quality: An Empirical Study in UAE Government Organizations Using Structural Equations Modeling

Auther : Prof. Masood A. Badri-Dr. Samaa Attia-Dr. Abdul Razzaq Al-Mazrab-Dr. Mugheer Al-Khaili-Dr. Ali Bin Obood

     We apply the Deming Management Model (DMM) developed by Schroeder, Rungtusonatham and Anderson (1994) who applied the model in a manufacturing setting; and further refined by Douglas and Fredendall (2004) with their application in healthcare. The model has been applied to many manufacturing and service environments. Our research will serve as an overall test and evaluation of the DMM with its application to government services in the UAE. Our hypotheses were developed using some previous results from other studies that used the DMM and the Malcolm Baldrige Criteria. Thus, we have presented a modified model of quality management rooted in quality literature. Our analysis utilized structural equations modeling. In general, our results are mostly consistent with previous studies. More specifically, results show that ``leadership is a driver to all other dimensions. Leadership is seen as an essential component in ensuring positive results and outcomes, and effectively leading to the success of the various quality programs. Results show that a significant relationship exists between ``customer satisfaction and ``continuous improvement of government management processes (this result contradicts previous results in similar studies). Such variant results give researchers motives to further test such hypotheses in other environments. Using structural equations modeling, we note that ``learning is an important element in quality management in government. In addition, we note that indirect effects are present between the various dimensions. To measure ``customer satisfaction, we used the five dimensions of SERVQUAL. We also tried to get statistical results as to the differences between federal and local government institutions on the effect of the various quality dimensions. In general, results show the superiority of local government agencies on their performances with regard to quality management practices.

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