CHAPTER 1: INTRODUCTION

1.1. Overview
This study is aimed to analyze the total quality management procedures and their
implementation at Abu Dhabi Ports Company. In fact, the study aims to investigate the
procedures of total quality management (TQM) that have been employed at Abu Dhabi Ports
Company. It is pertinent to mention that with the expansion of business activities, the role of
total quality management broadened and thus complemented the overall business operations
(citation). Considering the this fact, the implementation of total quality management procedures
at port operations is crucial, because it helps to handle the operations with greater ease and thus
provides efficiency in overall port operations. I fact, the research in this particular domain has
fostered many of the improvements in the field of total quality management, with an aim to
smoothen the business and operational procedures.
Chapter one of the studies will provide information pertaining to its background, routine
business activities along with mission and growth dynamics of organization. However, as a part
of this chapter, research background will be discussed along with problem of research and the
purpose, for which the study is going to take place. The theme of the research is to analyze the
TQM procedures and their implementation at Abu Dhabi Ports, in terms of their intensity and
alignment with international procedures.
Chapter two represents literature review, theoretical framework, and conceptual models
of total quality management at port operations. In this chapter the author has included various
TQM procedures that have been used internationally, specifically at the port operations.
However, this includes the TQM model as well as specific procedures, which are utilized to
smoothen the port operations in relation to the internationally acclaimed procedures.
Subsequent to this, there is chapter three that is research methodology. As a matter of
fact, the nature and type of study is case study, which means the ultimate focus would be over a
specific organization, i.e. Abu Dhabi Ports, and those factors are analyzed that impact only this
specification. In fact, the method used by researcher is a process to carry out research have the
tinge of qualitative as well as quantitative.
Chapter four discusses the data analysis and discussion, this is the chapterin which first
hand information is presented, i.e. the questionnaire responses of the employees of Abu Dhabi
Ports Company. However, this is done in light of existing literature as well as the theories that
have been discussed in the chapter 2. Finally, chapter 5 discusses the conclusion and
recommendation and thus summarizes the whole study along with its implications as well as the
recommendations for the Abu Dhabi ports.

1.2. Research Aims and Objectives
1.2.1 Aims
The very aim of the dissertation is to investigate the mechanism of total quality
management employed by Abu Dhabi Ports, in the light of principles of TQM and international
standards. It is pertinent to mention here that this is an exploratory research and relies on the
qualitative data, along with quantitative, in the light of these, this paper investiage the procedures
as well as operations of Abu Dhabi ports, both in terms of TQM concept as well as the
international accreditated procedures and benchmarks.

1.2.2 Objectives
The core objective of this research was to asceratain whether Abu Dhabi Ports uses total
quality management, as a part of their routine operations, if yes, then how do this concept
applied with routine happenings at the organizatioal operatios. In that regard, this study included
the management as well as the operational staff of Abu Dhabi ports to know how tthe notion of
total quality management is comprehended and implemented in its operations. In fact, the
objective was to study the procedures of toal quality management as well as international
standards and based on the results, recommending the improvement for TQM in port operations.
Considering this fact, the researcher worked closely with the differnet operational as well as
management cadre of Abu Dhabi Ports with an intent to investigation the TQM in its operations.
Following are specifici research objectives of this study:
To investigate whether Abu Dhabi ports have any TQM procedures in place at its port
operations;
To identify what specific TQM measuring tools are implemented at Abu Dhabi Ports;
To investigate to what extent does the operations of Abu Dhabi ports cooincide with the
international quality standards.

1.3. Research Questions
In the light of the objectives of research, the researcher attempted to find answers to the
following research questions in line with chosen research topic, in that regard, following are the
research questions that the study addresses:
Does Abu Dhabi Ports Company have TQM procedures?
What are the TQM measuring tools executed at Abu Dhabi Ports?
To what extent do Abu Dhabi Ports Companymanage their port operations with
international standards?
The above research questions have two facets, one is to identify the incumbent strategy of
Abu Dhabi Ports Companyin implementation of the total quality management procedures, while
the other one is a comparative, which compares the operations of port with the interantional
TQM procedures, in terms of its utilization. One of the interesting factors in the question is that
it covers total quality management from a broader perspective. Besides focusing on the academic
values of TQM, the questions gives an analytical overview of the TQM approaches of Abu Dhabi
Ports Company.

1.4. Research Background
Abu Dhabi Ports Company (ADPC) was established in the year 2006 by Emiri Decree
No. (6). The company is a prime development of industrial zones as well as the ports in Abu
Dhabi. It is pertinent to mention, that the prime purpose of the ADPC is to restructure the ports
sector of Emirates, and to regulate the commercial ports that were previously part of Abu Dhabi
Seaports Authority (ADSA). The research is conducted with an aim to unearth the procedures of
TQM employed at Abu Dhabi Ports Company. As a matter o fact, the role of total quality
management in the business operations has increased over the time, specifically considering the
scenario of port operations (citations). It is petinent to mention that the role of Abu Dhabi Ports
Company is crucial in regulating and promoting the industrial and ports infrastrcuture of Abu
Dhabi. Considering this fact, the study will facilitiate the orgnization in effective running of port
operations as well as will help to streamline the port operations with the international quality
benchmarks.

1.5. Problem Statement
The problem statement of this research study is that does the Abu Dhabi Ports Authority
have in place the TQM procedures for its routine operations, and to what extent are they coincide
with the international quality standards. The essense of research is more prone to invesigation,
rather than a problem. As a matter of fact, the Abu Dhabi Ports Company has leading role in the
Abu Dhabi regarding the regulation of commerical ports that are workign within the region as
well as to provid port services that are highly sophisticated and technical. In that case, the role of
total quality management (TQM) becoems prominent, even it becomes crucial for organization
to streamline these processes with its business operations. Considering this fact, the study will
identify whether Abu Dhabi Ports Authority have any formal TQM procedures for its ports
operations, and to what extent does they comply with international requirements.

1.6. Rationale for the Research Problem
Like any other economy, the role of sea ports in UAE, particularly in Abu Dhabi
paramount. The importance of this notion can be taken from the fact that export volume during
the year 2011 increased to 0.34 millions tons, which is 2.8% more than same period of 2010.
However, the re-exports, by the means of sea, increased to 10.5% in 2011, which is 36.7% of the
total re-exports volume (http://www.emirates247.com/business/economy-finance/asia-top-
destination-of-abu-dhabi-exports-2012-08-13-1.471368). These statistics show the potential of
sea ports in Abu Dhabi. With this factor in mind, the role of Abu Dhabi Ports becomes even
more crucial, in its contribution to the national excheque. However, in this particualr regard, the
role of total quality management is obvious, which contributes to the enhancment of the quality
of port operation. Considering these fact, the study is aimed to analyze the total quality
management procedures and their implementation at the Abu Dhabi Ports Company. In fact, the
strategic role of sea ports of Abu Dhabi can greatly be linked to the role of total quality
management in these operations.

1.7. Scope and Limitation of the Study
The research is exploratory in nature and will help to identify the total quality
management procedures that are purued as well as their implementation at the Abu Dhabi Ports
Comapany. This is done in terms of its specific measurement tools as well as their coincidence
with the international standards. It will also look into areas of improvement needed and make
recommendations as appropriate. This study, in fact, will employ mechanism to make sure
ethical considerations. Since the very purpose of the research is to analyze the total quality
management and its implementation at Abu Dhabi Ports. In that regard, the information collected
through study will not be used for personal gains or for any other purpose without prior
permission of Abu Dhabi Ports Company. Hence, the confidentiality will be maintained at each
of the stages involved. All in all, this study is limited to the total quality management procedures
of Abu Dhabi Ports Company.

1.8. Summary
Summing, the study is aimed to analyze the total quality management procudures and
their implementation at Abu Dhabi Ports Company. However, the ever increasing demand of sea
ports, in terms of their role in import and export, the overall procedures become even more
technical and tedious. Like any other business process, the efficacy of total quality management
procedures is also vital in port operations. Considerig this fact, this study has opted for TQM at
Abu Dhabi Ports Company. The problem, however, is to identify whether ADPC have any TQM
strategies in hand, if yes, then to what extent and whether they are connected to the international
standards. All in all, the research is exploratory and will help to identify TQM procedures, which
will ultimately prove beneficial for the organization.

CHAPTER 2: LITERATURE REVIEW
2.1. Introduction
The literature review focuses on the role of total quality management procedures and its
implementation at the Abu Dhabi Ports Company. With regards to this, this section laments light
on the notion of total quaity management from the perspective of different theories. However,
the role of total quaity management, is linked to the port operations, including the international
benchmarks. Over the time, the role of total quaity managment has increased within the ambit of
businesses, specifically those that invovled technical and most sophisticated steps, such as the
port operations. In that regard, the literature reveiw tries to give a theoretical framework, which
supports the ulitmate outcome. However, the literature is is an outcome of the vetted appraoch
from the author, to sustain the results of the study, in the light of existing literature available on
the particular subject. All in all, this chapter links the theories and literature on the total quality
managemnt with the port operations, specifically considering the case of Abu Dhabi Ports
Company. Finally, based on the existing literature, hypothesis is developed on which further
study will be carried out.

2.2. Total Quailty Management
Total quailty mangement (TQM) is a novice appraoch, within th e avenue of business, for
the purpose of improving the product as well as the service delivery (Jarod, 2012, pp. 36-42). As
a matter of fact, another name that have been fostered for TQM is the continous improvement,
which infers a obligation to consistently improve the quality fo a product or service (Decenzo,
Robbins, & Verhulst, 2010, p. 18). As a matter of fact, this kind of
management needs organization to always cross check as well as to
ensure that the service standards are maintained. This, however; is
unlike to the conventional methods, where a quality control depatment
was required to monitor the producto or service, discarded off any of
them that does not match the quality standards and required a significant
level to maintain (Jafar, Mohammad, Fariba, & Mehrdad, 2010). According
to Stevenson & Hojati (2009, pp. 427) total quality management have
several goas, which companies needs to achieve. One of the prme goals
is to have a eternal force that always compel to ehance the quality of
product or services, the second one is the requirement to involve each of
the personnel, and the third one, which is paramount, is the level of
customer satisfaction.
The role of total quality management is braoder, and have more to do in a company than
just to improve the notion of quality. In fact, when a company initiates a TQM program, the
overall processes smoothened, while the quality is a by product of this process. However, it is
pertinent to mention here that in the modern business world, innovation is equally important as
that of quality, both of these moves in parallel diretion even to the extent that one complements
the other (Perdomo-Ortiz, Gonzlez- Benito, & Galende, 2009, p. 5088).

2.2.1. TQM as a strategy
Total quality management (TQM), is a strategic option for the companies, hence
organizations has to classify it accordingly. For company to implement the notion of TQM, for
the firsttime, it needs to transform overall structure that must reflect the idea of constant
improvments in the products and service delivery(Brown, 2011, p. 341) . One of the live
examples of implementation of TQM is Google, which is widely known for its decentralized
appraoch, which many of the companies tried to pursue. By implementing TQM, Google has
initiated a work environment, where employees love to work (Colquitt, Lepine, & Wesson,
2009, p. 66).

2.2.2. Implementation of TQM
There are number of things that must be remembers while considering the implmentation
of TQM. First and foremost is that the TQM is a system that needs to be followed. However,
after the initial formulation of direction is developed, the system needs to be kept in order for the
accomplishment to be made. Subsequent to this, there needs specific values and practices, which
are crucial in order to harbinger success. Finally, there are goals that must be directed towards
satisfaction (internal and external). However, the internal satisfaction is within the company, i.e.
the inolvement of employee, while the external is outside the company, i.e. dealing with
customer loyalty. The organization, that implements the TQM program, is percieved, by
customers as well as by employees, as an open organization which is completely on the tranck
has is stridign towards consistent improvement, this ultimately is good for companys processes
as and for its public relations (Buklyte & Ruzevieius, 2010, pp. 58-59). The characteristics
of TQM includes (Brown, 2011, p. 346):
TQM is organizational wide;
The top leadership of the organization must be willing to implement it;
TQM is one of the embedded value across the organization, it creates partnership with
suppliers as well as customers, it harbingers reduction of cycle time from the
products; and
The organization must perform it rightat the outset.
For the successful in
TQM must be an organization wide policy; if it is not, different parts of the company
can show weakness in both areas moral and quality of the product. Increased moral
is an inherent side effect of TQM. As stated before with increased employee
involvement and a noticeable decentralization of the organization, there is a very
good effect on the moral of the workers. This can work in the same effect as Elton
Mayo's experiment with the Western Electric plant in Hawthorne, IL. The workers
improved productivity no matter what setting the lights were on, workers were just
happy that management thought of them.
For TQM to work the company must have quality running through its veins. For a
company that decides to move toward the Total Quality side managers must be
willing to go the full distance. Stating that a company is afterquality but never
actively perusing it will no doubt show in the final product and the cost of
implementing the program will outweigh the benefits of taking on this amount of
change.
A company with TQM needs to work with suppliers and the customers. One of Wal-
Mart's major advantages in the retail industry is its supply chain process. Wal-Mart
has a very close working relationship with its suppliers which allows it to gain
access to merchandise far quicker than its competitors do. This is the same concept
that a company that is implementing TQM must be able to work toward as well. A
close relationship with suppliers can allow the company to have higher quality raw
materials at a discounted rate and faster shipping. A manager who is actively part
of company that is involved in TQM will see that all areas under his or her control
are set up to add increase to the company's bottom line. Just in the same way that
a company must have close relationship with the supplier, a company must have a
good relationship with the customer. Without customers the company doesn't need
to have any relationship with a supplier because products are not being sold and
services are not being provided. A company that has a solid relationship with the
customer base listens to the customer and find out what the customer is looking for
and what the complaints are toward the company. Just in the same way that the
Swedish people were happy because they had an active role with the government,
customers can be satisfied with a company that allow them a voice.
Another byproduct of the TQM system is reduced cycle time. When a company has
improved it quality system to an art, the time that it takes for products to be
produced or services to be completed is greatly reduced. As employee commitment
become higher the work that he or she does becomes better and faster. When a
company begins looking at quality, they discover that employees could be shifted to
other jobs and duties that he or she may be better suited for thus creating what
Adam Smith saw as a complete division of labor. This division is where the person
with the best skills for a task is positioned in the job he or she is more effective in
(Smith, 2010, p. 13). By using division of labor, cycle time is reduced and
employees are more satisfied.



There is extensive research available on the subject of TQM in organizations. According
to Flynn et al., (1994, pp. 339-366) TQM is an integrated approach in order to achieve as well as
to sustain high quality output, with prime focus over the improved quality and continuous
improvement of processes along with prevention of defects at each of the subsequent level. As a
matter of fact, one of the definition coined by the Englands ministry of industry and business by
John Okland is that the TQM is a common way to develop the management of effectiveness,
competitiveness, and flexibility in the manufacturing as well as service organizations that
includes each of the unites, individuals as well as activities in the organization (Okland, 2010).
Over the period of time, there has been immense progress in the technological and the
business environment, considering the benefits that it has delivered to the business in managing
its complex tasks (Cleland & Roland, 2007). Without any doubt, the modern way of managing
the notion of quality management has enabled organizations to improve their capacity to make
effective decisions, planning of the projects, and leading towards the progress in meeting the
goals. The role of Total Quality Management (TQM) in managing the complex operations of
organization is also a live example these days, because many of the organizations are reaping its
benefits, in terms of managing their resources in an effective way (Besterfield, 2012).
According to Ho and Fund (1994), total quality management is an approach to bring
improvement, flexibility, effectiveness, and competitiveness in business, from a holistic point of
view. Along with that, it is also a process of extricating the waste, by indulging everyone in
making improvements in the overall processes, at system level. In addition to that, Black &
Porter (1996, pp. 1-21) ascertained 10 critical factors of the notion of total quality management
(TQM), these factors includes, customer and people management, improvement in
communication of information, partnership with suppliers, satisfaction of customer, management
of external interface, improvement in team work structure, and the strategic quality management.
As a matter of fact, there are many of the principles of TQM that organizations put in
place in order to achieve their ultimate aim. However, in that regard, the fourteen principles of
TQM by Demingss are (Chen, 2013a, pp. 202-220)
1. Allocating a good and well structured plan for continuous improvement regarding
production or servicing;
2. Inculcating a new working philosophy for employees as well as managers;
3. Replacing the notion of inspection with a focus on high quality processes;
4. Planning raw material productions from specific source without emphasis on low price;
5. Focus on continuous improvement as well as optimization with reduced waste;
6. Scheming training for managers and employees;
7. Putting forth modern leading approach;
8. Extricating any sort of phobia within the organization;
9. Shortening the gulf between different business units;
10. Keeping aside preaching or advising slogans;
11. Removing any goals related to quantity;
12. Substituting obstacles with honour and victory;
13. Encouraging staff to enhance their knowledge so that change can be brought;
14. Managers must comply with each of the principles above.