Manuscript Title:

OPERATIONAL EXCELLENCE MODEL TO ACHIEVE CITIZEN SATISFACTION SERVICES IN ABU DHABI POLICE USING STRUCTURE EQUATION MODEL (SMART-PLS)

Author:

ABDULLA EBRAHIM SAYYAR ALMANSOORI, JUHAINI BINTI JABAR, AMIR BIN ARIS

DOI Number:

DOI:10.17605/OSF.IO/DFQT4

Published : 2022-01-23

About the author(s)

1. ABDULLA EBRAHIM SAYYAR ALMANSOORI - Institute of Technology Management and Entrepreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, 76100 Durian Tunggal, Melaka, Malaysia.
2. JUHAINI BINTI JABAR - Institute of Technology Management and Entrepreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, 76100 Durian Tunggal, Melaka, Malaysia.
3. AMIR BIN ARIS - Institute of Technology Management and Entrepreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, 76100 Durian Tunggal, Melaka, Malaysia.

Full Text : PDF

Abstract

Organizations in UAE have continued to deploy huge investments in operational excellence strategies and training of manpower to handle the new strategies. In the recent years the number of organizations in UAE has improved rivalry. It is therefore important to establish how public organizations in UAE are benefiting from the operational excellence strategies they are implementing. Nowadays, achieving operational excellence is a requirement to the organizations. In order to increase the performance and be competitive, organizations are giving more attention to achieve the higher levels of operational performance. This scenario has influence 80% to 90% to implement the operational excellence program. Unfortunately, only 30% of the companies achieve their expected results. This is because many organizations have not found a better management system that company can use to manage its operations in order to achieve operational excellence. In order to achieve the excellence results, an effective management system is highly needed in the organization. However, insufficient studies done on operational excellence in UAE focused on the Abu Dhabi police sector with regards to citizen satisfaction services. Therefore, this study aimed to fill this gap by developing operational excellence model to achieve citizen satisfaction services in Abu Dhabi police sector.In this research, the populations are employees in Abu Dhabi police, civil defence, ambulance, fire services and border security based on five constructs which are Operational Excellence, Leadership Support, Technical Proficiency, Project Planning and Execution and Corporate Culture. The results found that there are positive relationship and significant between the Leadership Support, Project Planning,Technical Proficiency, Corporate Culture and citizen satisfactions. On the other hand, the path relationship between Corporate Culture and Citizen Satisfaction shows a negative significant path relationship. There is also negative relationship between Operational Excellence and Corporate Culture in path model. The policy implication of the research is to awaken government in general and ministry of interior in particular from the slumber of implementation of reliable approach to tackle accidents and criminals. Furthermore, this model can be applying to Abu Dhabi police under the responsibility of the police sector to ensure that it operates effectively and efficiently, it cooperates with local, national and international organizations to ensure the enforcement of laws in the latter safeguard public safety and maintain law and order. The Abu Dhabi Police might focus on mitigating these effects, which would be a great starting point for future research.


Keywords

Abu Dhabi police.Operational Excellence, Leadership Support, Technical Proficiency, Project Planning and Execution and Corporate Culture, Smart PLS.