Quality is based on customer satisfaction, in other words, the services provided by the businesses are of good quality only when they meet and exceed the expectations of the clients. Basically, it does not matter what the business produces or provides, would it be services, goods or processes, because quality applies to all kinds of products. The most challenging feature of quality is its ever-flowing nature. Quality constantly evolves and changes together with the world around us. This way, the products and services that used to be considered of the best quality a decade ago may be no loner in demand in the contemporary world. Respectively, the products and services that are valued today may become old fashioned and unneeded tomorrow.
Therefore, the companies that focus on providing goods and services of the best quality need to be very flexible and follow the latest changes in moods and tendencies, adjusting their working process and goods in correspondence with the newest norms. This flexibility and devotion to quality determined organisational excellence. To achieve organisational excellence in the best and more efficient ways a company is to apply total quality management, which is characterised as the attempt to increase the competitiveness of a business by means of improving the quality of products and services it provides. Total quality management also concerns the quality of people, environments and processes within an organisation.
Musanada is a stock company of joint public character. It is owned by the Government of Abu Dhabi. The word “Musanada” is translated as “to support”. The company’s main focus is to develop and manage responsive and cost-effective shared services for the Government it belongs to, this way supporting it though the time of growth and development of Abu Dhabi. The company is oriented and providing services for the best quality. One of the main focuses of Musanada is advanced customer care. The employees of Musanada work in collaboration with each other in order to provide the customers with the services of good quality.
In the contemporary world, service providers such as Musanada are under a lot of pressure from the side of quality evaluating organisations. Orientation towards people is one of the main criteria for achieving organisational excellence for service providers. This includes not only the existing and potential customers but also the employees, as the company is responsible for the environment it creates. The advantage of Musanada is its flexible hours for the office workers; it helps to release the stress for workers. The disadvantage is the existence of too lengthy approval process and a variety of formats for the filing system. These factors reduce the efficiency and speed of the company’s work, which is a very serious issue in the contemporary world, where speed and time are valued the most. Multiple checkpoints for the employees also create a negative impact on the speed of services provided by Musanada. In this reference, total quality management needs to be focused on optimising the work for the employees and reducing the number of factors holding back the working process and its speed. This way, the company would improve both the internal environment and customer satisfaction.
Today, Musanada chose the efficient strategy decentralising its system. This measure can be characterised as total quality management and is definitely going to help improve the working process and the quality of services provided by the company to its customers.