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One thing that is clear and that separates Abu Dhabi Police (ADP) Department from other organisations applying the principles of Total Quality Management is that it is a non-profit organisation trying to provide quality and efficient services to the public. It is in this regard that this paper tries to define the strategic quality management of Abu Dhabi Police Department and finds out how it defines and informs strategic quality management to its stakeholders. It is also the concern of this paper to present by evaluating how the stakeholders of Abu Dhabi Police Department can contribute to the achievement of its vision.
Most of the books discussing Total Quality Management are focused on profit organisations in which the bottom line is to encourage these organisations to do something that will help their businesses grow. On the other hand, one thing that is common to these books is that they try to present the same concept about efficiency and competitiveness as underlying principles in the Total Quality Management.
ADP's strategic management plan
Tracing back the history of ADP prior to the formulation of its present strategic plan, it can be remembered that from 1957 to 1966 was the time to be considered as the foundation stage, for everything needs to be constructed well to stand as good foundation. Then this was followed by the building stage from 1966 to 1979. It can be noted that from the year 1979 to 1995 was the progressing stage considering that the Abu Dhabi Police had merged with its interior ministry. From the year 1995 to 2007 followed qualitative and strategic development as spearheaded by Lt. Gen Shaikh Saif Bin Zayed Al Nahyan, the General Commander of Abu Dhabi Police.
From www.abudhabi.ae website, the specific department of Abu Dhabi Government which is the Abu Dhabi Police (ADP) contains the general directorate of the said department (Abu Dhabi Government, 2010). The following directorate is the strategic plan of the said department from 2008 to 2012. More information actually can be found out from http://www.adpolice.gov.ae/en/ about the Abu Dhabi Police (Charles Sturt University, 2009).
The ADP'vision is "To be the most operationally effective police force possible in one of the safest countries in the world." As can be noticed from this vision, the central concept focuses on the concept of "effective police operation". This concept alone is synonymous to the concept of efficiency and competitiveness in which as mentioned, are integral parts of Total Quality Management.
The ADP's mission statement is "Our purpose is to bring about a safer society, to maintain stability, to reduce crime and contribute to the delivery of justice in a way which secures and maintains public confidence".
Not only vision and mission are available for ADP, it has also core values. The following are underlying values followed by ADP (General Headquarters of Abu Dhabi Police, 2008).
Maintaining its integrity at the highest levels at all times involving concerns for human rights.
Delivering fair and courteous services to its community.
Recognizing and valuing individual and corporate achievements through teamwork and innovation.
Recognizing that effective communications with staffs and stakeholders is of dominant importance to the achievement of its objectives.
Pursuing excellence in all it does and ensuring its activities are effective and efficient and can be measured.
The ADP's priorities are the following as stated on the website of Abu Dhabi Government (2010) www.abudhabi.ae.
Intensifying confidence of the community in police and public safety services
Security and safety maintenance in the Islamic territory of Abu Dhabi
Creating roads that are safer
Implementing the best international practices to make the most of its people or staffs
Connecting functional support in providing all policing operations
Aside from all of these mentioned priorities of ADP, its main priority is to satisfy the needs of its citizens, residents and visitors to the Islamic territory of Abu Dhabi (Abu Dhabi Government, 2010). It is in this regard that ADP highly welcomes suggestions and complaints. This again proves that the concept of "safety" in the emirate of Abu Dhabi would not work only for its own people but for those who are from other countries trying to co-exist with them and that it opens it doors to feedbacks which are integral parts of the achievement of its goals.
As can be noticed, the ADP's directorate is a tool of Total Quality Management for it covers entirely its strategic plan for the country from 2008 to 2012. According to Doherty et al (1995), strategic planning is one the most important tools in Total Quality Management. This only proves that the ADP is one with the government in promoting its country to be one of the most competitive countries in the world through maintaining high value of rating for its peace and order situation. It is in this regard that the concept of Total Quality Management would make sense in achieving a competitive country. By starting alone with the individual department of a country, the Total Quality Management can be successfully implemented to work efficiently for the entire country. This is supported by the fact that Abu Dhabi as a highly business oriented place would never invest on something that will never give important benefits in the future.
Obtaining customer satisfaction
According to Ross (1999), the goal of Total Quality Management is to obtain customer satisfaction. The ADP's customers are the people and the public in general. The ADP's staffs are the government's people and the government is responsible of paying them of their hard labour done. This is simply to say that the government alone has in the legal position to evaluate its staffs prior to obtaining completely satisfied people and the general public. Thus, the government in this regard needs to consider obtaining quality by simply setting standards. The ADP's standards can be clearly observed from its mission statement or its general strategic plan from 2008 to 2012.
The plan is called Progressive Police for a Modern City or known as the Abu Dhabi Police Strategic Plan from 2008 to 2012, a new progressive development plan in the emirate of Abu Dhabi. In the plan, there are six priorities which are to be worked out within five years. In the implementation of the plan, the government was able to formulate concrete courses of actions prior to its implementation of the plan as spearheaded by its police officers with the guidance and cooperation of international experts.
Part of its achievement of the entire plan, the Abu Dhabi Police Department is looking forward to fulfill its priorities by being so determined that it also viewed partnership with all parties involved and its partners as important factors in achieving its strategic goals. This means that its plan cannot just be successfully implemented without the contribution of its stake holders which means further that its design is to mean involvement of every concern. This is very complicated that the word cooperation is a must. The challenge now is how to motivate every concern to cooperate. This also means that the ADP has to formulate initiative or strategic management as its important tool in consideration of achieving what it wants to achieve.
As can be clearly observed at present time, it is obvious that the ADP tries to practice full integration with Abu Dhabi government's strategy and political agenda in line with the general strategy of the UAE Federal government. This is to ensure that it can fulfill its responsibility for the Emirati, residents, visitors, and service or security agencies.
It is clear from the strategy of ADP that it establishes vision, mission and values of the police department in order to be the "most operationally effective police force in one of the safest countries in the world".
The plan is especially formulated in order to modernise the ADP department and so as to improve its function and role in the society and the bottom line is to target having the identity as the world's best in providing services.
Economic benefit of quality and customer's feedbacks
According to Al Nuaimi, ""The continuous process of modernisation and developing of Abu Dhabi Police, motivated by the wisdom and insight of the leadership of the UAE, is aimed at transforming the capital into an important economical regional power. The role of the police has been of great significance during the past decades in promoting this ambition" (Absal, 2008).
The idea about setting and having interest in quality according to Ross (1999) is due to foreign competition and trade deficit. The ADP's mission statement seems to be strongly linked to this idea. First, the ADP stated that its "purpose is to bring safer society". "Safer society" is a form of standard implying an environment or a place where it is safe to live in. Perhaps, one of the most important things everyone needs in life is safety. This can be clearly observed and due to the fact that investors for instance would not care investing in a country with unsound peace and order situation. After all, business needs to run smoothly in a peaceful environment setting in order to achieve corporate goals and other related corporate matters. From the very basic idea, if more investors are investing in a country, it would imply a great opportunity for a healthy economic condition to flow smoothly for every one. In order for ADP to achieve success in its Total Quality Management, it has to ensure that its standards would all boil down to quality service for its people and the general public. Obtaining the standard "safer society" will be able to maintain stability, reduce crime and contribute to the delivery of justice securing and maintaining public confidence. It is therefore clear from the mission statement of ADP that the evaluation of its output starts from the public's general feedback. The feedback after all is about satisfaction and is highly related on the customers' perspective. Since the ADP has specifically stated on its mission statement "safer society" to maintain stability, reduce crime and contribute to justice to secure and maintain public confidence, it turns out that a safe society is highlighted as the general public's requirement. This requirement is what the ADP has to fulfill and even it needs to obtain in order to exceed the general public's expectation.
ADP's specific attempts
There are some specific attempts of ADP in order to meet or even exceed expectation of the general public.
"This shows the keenness of the leadership to assure the safety and security of the people and provide them with a high quality of service", this is the statement stated on the case study presented by APD Communications Ltd. (2008). ADP was able to initiate actions in finding solution in establishing best practices for police communications as part of its responsibility in planning, security programs and supervision of tasks and duties of police stations (APD Communications Ltd., 2008). As a result of this, the Abu Dhabi Police system at present according to APD Communications Ltd. is having state of the art demand resolution and incident management solution with resilient and flexible system it can offer to its staffs and the public.
In March 2010, the Criminal Investigation Department of ADP reported that it received reports concerning fraudulent emails targeting on bank accounts by asking sensitive information from genuine emails. The director general of Electronic Crime Department Captain Omar Al-Tunaiji responded to this by giving warning to the public in not responding to such emails, they have to check their accounts and to report anything suspicious immediately (Sambidge, 2010). This information shows the dynamism and the proactive approach of ADP in its ability to give protection to the public.
In March 2010, Abu Dhabi's female police officers got honors on International Women's Day (Hassan, 2010). These women helped the ADP on criminal investigations, search and rescue operations and handling situations that are difficult for males to handle such as warding off female beggars on the street. This approach is basic on motivating staffs. However non monetary, the ADP's point in doing this is to encourage more participation by recognizing efforts and functions. This seems to be a classic idea in managing people but still it works out well at present time considering the nature of human behavior and understanding it remains to be of the same trend at present. The overall point of this is to come up with a highly motivated staffs that are all motivated to perform the ADP's strategic plans. ADP after all is dependent on human resources and that the best thing it can do first in order to implement successfully its strategic plans is to have motivated manpower. In this way, it encourages participation prior to the achievement of its strategic goals. This also shows that in Total Quality Management, not only the customers must be taken into consideration as part of the six key concepts of total quality, but also the internal manpower. From the book of Chapman and Hall (1991), there are six basic key concepts of total quality which involves customers (internal and external), never-ending improvement, control of business process, upstream preventive management, ongoing preventive action and leadership and team works. Perhaps, the best way to put manpower of ADP as part of the six key concepts in quality management is to consider it as part of the category of internal customers or even part on the category of leadership and teamwork. However, what seems to be the most important with ADP in dealing with its manpower, its internal customers, is to clearly define its business process with them. In this regard, everything about its operation can be clearly explicated leading to a more success in the achievement of its strategic goals. However, in consideration of this, ADP must take seriously motivating its employees after all; they are its internal customers.
To be more specific with its target of exceeding at public satisfaction, as reported by Absal (2008), the ADP was aiming to cut crime rate by five per cent in the next five years. Thus, there were more plans and courses of actions being placed into consideration in regards to targeting satisfaction of the general public.
As also reported, there were plans and course of actions formulated to realize 20 per cent reduction of road accidents that most of the times have caused serious or fatal injuries. This plan was actually an integral part of the ADP's five-year strategy for 2008 to 2012.
According to the Minister of Interior, Lieutenant General Shaikh Saif Zayed Al Nahyan, "Our strategy is focused on the control of crime by prevention, control of its rates and eradication of its impact, to maintain general safety and security, make the roads safer and establish mutual trust between the public and police force as well as ensuring optimised use of human resources by adopting the best international practices without ignoring the provision of all operational support to the police operations" (Absal, 2008).
The statement shows that ADP is really attempting to make itself known as an organisation following the International standard. This is eventually the basis of its formulation of Total Quality Management. As of this moment, it is safe to say that it is part of its never-ending improvement to put into consideration the control of crime through preventive measures as the bottom line of safety and security achievement. Not only that, along the process of its never-ending improvement of its system, it has also undergone the process called preventive management in which it takes into consideration the total control of crime, its rates and impact.
Considering that many people can attest that UAE and Abu Dhabi are safe, there is still a need to look in advance the new threats that may arise in the city as it continuously grow from day to day (Absal, 2008). This is entirely clear as preventive management. Therefore, the priority of Abu Dhabi is to follow an investigation for high profile crimes and limit them. Thus, there is a clear another aspect that it needs to place into consideration, reaching out to the community. In doing so, there are two most important things it can obtain in relation to improvement of its services. The first is to know how the department totally has been doing. This will lead to the second step of self-evaluation of the department so as to check how far it has obtained what it wants to obtain from its strategic plan. It is therefore important to consider evaluation as another important concept in Total Quality Management.
According to Absal (2008), police conducted a survey and it shows high satisfaction level up to 90 per cent of the general public towards ADP. The most important areas considered in the survey are actually priorities found in the strategic plan. This alone is a special gauge how it is doing so far in the achievement of its goals. Thus, in every organisation, relying on customers' or concerns' feedback would really help a lot in the improvement of an existing and working system.
Integration of TQM concept from ADP's strategic plan
The following are important areas that need to be worked out or improved by the ADP in order to make the whole strategic plan to successfully work out (Absal, 2008).
Maximizing the staffs through the use of best international practices in which qualified staff will be hired and the next step is to increase his or her efficiency.
Obtaining high community confidence towards ADP.
Ensuring constant security of Abu Dhabi
Making the roads safer by developing many structural bodies and action plan to reduce casualty.
Giving functional support together with providing policing operations.
Speeding up decisions through delegation of financial and administrative powers so as to further ensure technical efficiency of the plan as can be assessed as needed.
Taking a look a little closer on the first item, controlling crime would mean limiting or restraining crime which is from the start the very essence of establishing the strategic plan for ADP. This is also part of the preventive management system that the ADP has to initiate. Preventive management as discussed earlier is part of the key concepts in total quality management.
Another most important concept arising from the Total Quality Management of ADP was on creating competitive staffs under an international standard. This means that the ADP adheres exactly to international standard as part of its definition of excellence. In this case, excellence means quality for it implies further as meeting requirements, reliability and it absolutely starts with understanding the needs (Oakland, 2003). Quality is central focus of total quality management principle. It is clear that ADP is trying to come up with a quality working system. According to Pekar (1995), there are two most important elements of quality systems: quality manual and organisation's standard operating procedure. It is clear that the ADP is following a clear path for its standard operating procedure. This is supported by the fact that part of its procedure in hiring staffs is to equip them with the international standards and later enhance them further. This is one of the clear ideas that ADP has for its standard operating procedure in hiring staff. As stated earlier, this is very essential in order to achieve its strategic goals in the long run. The question of whether ADP has come up with a quality manual is absolutely defined with a clear answer. The reason is that it has absolutely come up with a consistent flow of tasks in its strategic plans and thus there is no way it could not give a clear output on what to do to run smoothly on what are written on its strategic plan. Another thing, it has tried to rely on international experts so there is no reason it could not give a better output. From a strategic point of view, the manual is really of great help since it is an important tool in which the details of the strategic plans can be written for future references as the implementation on process.
Obtaining high community confidence towards ADP is the result of what has to be exactly done by ADP. This after all could not be obtained without the proper implementation of its strategic management plan. However, this alone can be well achieved through constant evaluation and the public's feedbacks.
One of the most important concepts in Total Quality Management and certainly not being elaborated further is the concept of customer feedback. Perhaps this falls under the idea or concept of customer as one of the key concepts. What seems to be the most important thing that needs to be found out in specifically discussing this concept is that this is prior to doing the evaluation to know what has needed to be done further.
Ensuring constant security of Abu Dhabi is part of ADP's preventive management in a sense that it has to prevent the occurrence of more crimes and other related incidents in the emirate of Abu Dhabi.
Making the roads safer by developing many structural bodies and action plan to reduce casualty is a specific strategic approach of ADP. This is part of its constant improvement and ongoing preventive action.
Giving functional support together with providing policing operations is ADP's ongoing leadership and teamwork consideration as well as speeding up decisions through delegation of financial and administrative powers so as to further ensure technical efficiency of the plan as can be assessed as needed.
It is therefore clear that in order for the strategic plan of ADP to work out, the general public needs to clearly send their feedbacks as basis of constructive approach in the improvement of implementing the whole plan. Thus, an honest evaluation from the general public will be expected to give substantial change and clear direction of the whole ADP's strategic plan. This is to say that ADP's success still lies on the cooperation of the general public.
As a concluding remark, ADP is built as a form of demand in which in order to successfully fulfill its functions, it sees the need to construct Total Quality Management approach. In this regard, it has to come up with strategic plan which will be implemented and evaluated on the basis of satisfaction from the general public. However, along the way, it was clear enough that the ADP by itself needs to create its standards as well and later allow them to work out and they can be clearly said effective once guaranteed to have obtained positive feedback and approval from the public. To sum this all, it can be clearly stated that the ADP's strategic plan has something to do with the Abu Dhabi's direction towards global competency; the thing most highlighted by its economic achievement at the international level. Thus, this is to say that the Total Quality Management is being used by ADP as modern strategic management approach in gaining its nation's economic positive advantage.