Musanada Company’s Total Quality Management

Quality Management, Ethics, and Corporate Social Responsibility

The company stresses the importance of ethics in the workplace by enforcing a strict confidentiality rule. The rule demands that customers’ information, as well as information on other staff members, should never be shared with third parties without written authorization. Employees failing to meet the confidentiality rule face dismissal and face legal prosecution in some instances, as the CEO’s will deem fit. Employees are barred from actions, such as acting on behalf of Musanada or having outside interests, which might lead to a conflict of interest at the end.

The management handles ethical issues mainly through disciplinary actions that may include contract or employment termination. In instances where the firm allows for exceptions, the line managers, the executive director, or the human resources department grants the permission, but it must be reported on an annual basis to the executive board of directors. The company’s code of conduct acts as the guiding principle of the managers’ actions in case of violations on the part of the employees. Ethics is a critical aspect in any quality management system, as it ensures professional responsibility through addressing of internal, as well as external problems and requests timely.

Total quality management (TQM) can best be improved through educating all the workers and management of their individual responsibilities in terms of executing quality management. The idea is to understand the fact that each individual employee has a single customer to make happy, thus, they need to master all the necessary steps in taking responsibility for them. The firm can organise for continuous training for both the management and the employees to enable the entire unit work towards realising the anticipated results.

Employee Investment Status

Musanada has adopted and implemented a bonus system for its employees as a way of enhancing the achievement of a motivated workforce. Employees performing extremely well are paid bonuses as a way of appreciation and to encourage such performances in the future. Moreover, the firm has organised for an annual event that specifically seeks to issue awards to the excellently performing employees, as a way of motivating them to continue with their exemplary performances.

The company determines the needs of its employees through an annual engagement survey that obtains feedback concerning the work environment. The survey further seeks for the suggestions of the employees on how to improve the workplace environment. Yearly investigations are undertaken to determine the training needs of individual employees, with the emphasis being the placement of justification for every requirement.

Once Musanada obtains its findings of the employees’ situation concerning the need for investment, the human resources department issues an official recommendation for every employee through a well-drafted profile report. The recommendations are forwarded to the higher management for appropriate deliberations and the probable course of action to be taken. The implementation takes into consideration the targeted objectives before determining the appropriate time for action. Where there is a need for immediate action, training arrangements are made, and employees organised to begin their training immediately.

There is a need for the Musanada management to organise for annual employee appraisal and consider the results when determining the bonus amount for each employee. This is crucial in improving the total quality management system of the firm, especially regarding employee investment, because it will provide a systematic mechanism for implementing the bonus schemes.

Customer Satisfaction Status

The customers of the company are mainly comprised of numerous government agencies and authorities that serve in the Abu Dhabi government. More specifically, the government departments, agencies, and authorities directly targeted by Musanada are those that operate in the western, central, as well as the eastern regions of the country.

The feedback collection mechanism adopted by Musanada for its customers involves the use of an Annual Customer Satisfaction Survey carried out by a third-party firm. This method employs the use of in-depth interviews with the customers, which are beneficial because they allow for face-to-face interaction with the clients. However, it is not a comprehensive method because it is not capable of interviewing all the customers of the firm.

The company prepares an action plan accordingly once it obtains feedback information from the customers. The action plan highlights the dates for completion, prioritization, as well as actions to enable the implementation process. This acts as a roadmap initiative, as it guides the decision process and plans for the firm in general.

The company remains up-to-date with changing customer needs through its continuous studies of the market trends and the eventual designing of products that seek to fulfil the anticipated demands. It conducts extensive research, together with other third-party marketing firms, to ensure that the findings of the market trends and practices are accurate enough before initiating new product changes.

Musanada should integrate its customers’ thoughts into its operations as a way of enhancing its total quality management on this aspect. It should create a more interactive system for feedback information, particularly through online platforms like emails and other popular social media pages. This will imply that customers’ information is continuously obtained by the management, and the appropriate measures are undertaken to ensure total quality outcomes in performance.