Banking services are perhaps the largest industry that caters to -the needs of various segments of the population reflecting the diverse Diasporas of the society. Moreover, perceived service quality tends to play a significant role in high involvement (high interaction between customers and service providers) industries like banks. Also, banks often have long-term business relationships with customers. In addition, the banking sector is large enough to capture and represent almost all the critical features of the customer-perceived service quality and the critical dimensions of excellence that the management may have to encounter, in order to effectively manage a service organisation. . However, there is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Therefore an analysis of banks in the UAE from a 'service-quality perspective' may sound interesting at this juncture. Such an investigation is vital for the bankers in order to enhance their business performance. The main objective of this research is to develop a theoretical framework to understand and explore CSFs for banks that succeed in the field of TQM and to identify marketoriented activities that are affected by the use of this approach. This research adapts an interdisciplinary approach that makes use of TQM, service quality, IT, and information systems literature. It takes a holistic view of TQM in the banking sector and considers the different stages of implementation and implications of the TQM. The research design involves a combination of quantitative and qualitative methodologies to incorporate: (1) TQM development; (2) the identification of key TQMsuccess factors commonly cited in the literature, and endorsed by practitioners and experts as important to effective TQM implementation; (3) an in-depth case studies. approach to understand how TQM processes, and critical success factors identified are addressed and implemented; and (4) the possible impact of TQM practices on efficiency. Furthermore, the research framework, which emerged from the literature search, is tested and validated by rigorous quantitative analysis using SPSS. The statistical analysis using Factor Analysis, Regression Analysis, One-Sample Test and Ranking Analysis to test a series of relationships and research constructs to provide solid support for the resulting relationships. i The study has identified twelve CSFs for the successful implementation of TQM: (1) Top Management Support, (2) Strategy, (3) Continuous Improvement, (4) Benchmarking, (5) Customer Focus, (6) Quality Department, (7) Human Resource Management, (8) Quality Technology,. (9) Service Design, (10) Employees, (11) Servicescapes, (12) Quality Systems. Furthermore, it *has been found that the organisational experiences of TQM implementation in-the service- sector in UAE are far from being mature. There is a lot of evidence with reference to the survey results and case studies presented in this study that TQM is still a new management concept, and is widely unknown. In many cases, there is some reluctance to introduce it. . The study has pointed out the CSFs for successful TQM implementation because it is vital for organisations to capture the minds of everybody, starting at the top and permeating throughout the whole organisation and beyond. The philosophy maintains that an organisation's primary objective is to enhance its ability to meet customer requirements by improving the quality of its services. People are the most important management resource and ultimate goal of business. TQM generally means a quest for excellence, creating the right attitudes and controls to make prevention of any possible errors, and optimise customer satisfaction by increased efficiency and effectiveness. Further, this study points out TQM as being an organisation-wide activity which has to reach every employee. Therefore, TQM has been an. approach for continuously improving the quality of services delivered through the participation at all levels and functions of the organisation. From this study, it is evident that the effectivetransformation to TQM has been linked to the extent to which firms implement certain CSFs. This study contributes to the emerging literature on TQM in banking sector in a number of specific ways: (1) It provides new theoretical grounds for studying TQM in banking sector in the context of CSFs that affect competition in the dynamic marketplace; (2) It computes and analyses the total quality management indices with respect to the 16 factors which have been developed from the literature for the banking industry as a whole; (3) It ascertains the level of TQM implementation in the UAE banking scene; (4) It Offers key insights on the criticality of the different TQM dimensions with respect to the banking sector in UAE and (5) It provides a foundation and proposals for future research and investigation.

Yes

No

En 1983, le rapport A Nation at Risk déclencha un mouvement national de réforme de l’éducation visant à faire de l’excellence scolaire la priorité des politiques éducatives des États. La Californie s’impliqua fortement dans ce mouvement, particulièrement dans le domaine de l’histoire. En 1988, les nouvelles Recommandations pour l’enseignement de l’histoire et des sciences sociales adoptées par le conseil californien de l’Éducation mirent l’histoire au centre du programme de social studies. Alors que les guerres culturelles divisaient le pays, la Californie élabora un programme qui visait à allier excellence scolaire et multiculturalisme. En 1998, la Californie définit des normes scolaires et des objectifs de niveau pour les écoles. À partir de là, les écoles furent tenues pour responsables des performances scolaires de leurs élèves. Contrairement à ce que les réformateurs avaient initialement prévu, les tests standardisés ramenèrent la mémorisation de faits isolés dans les classes d’histoire, au détriment du raisonnement critique et de la participation sociale. À travers le cas du district scolaire unifié de Los Angeles, nous étudions le mouvement pour l’excellence scolaire dans le contexte de l’hyperpluralisme politique et culturel californien. Nous isolons les étapes successives du processus de réforme depuis l’État jusqu’aux écoles afin de mettre en évidence plusieurs aspects de la politique éducative californienne : les objectifs politiques et la culture institutionnelle sur lesquels elle s’appuie, la complexité de la mise en oeuvre par les districts et les exigences contradictoires qui pèsent sur les enseignants. / In 1983, the report A Nation at Risk launched a national education reform movement to make academic excellence the states’ education policies top priority. California became deeply involved in this movement, particularly in the subject area of history. In 1988, the new History-Social Science Framework for California Public Schools, adopted by the State Board of Education, made history the focus of the social studies curriculum. While cultural wars were dividing the country, California drafted a framework aiming to combine academic excellence with multiculturalism. In 1998, California set academic standards and goals of achievement for schools. From then on, schools were held accountable for their students’ performance. Contrary to what reformers had initially planned, standardized testing brought memorization of discrete facts back to the history classroom, to the detriment of critical thinking and social participation. By focusing on the case of Los Angeles Unified School District, we examine the academic excellence movement within California’s political and cultural hyperpluralism. We single out the successive steps of the reform process from the state level to the schools to emphasize several aspects of California’s education policy: the political goals and institutional culture supporting the reform, the complexity of implementation at the district level, and the contradictory demands made on teachers.

The thesis is devoted to evaluating the performance of companies selected companies. Said performance evaluation model focuses on START. In the first part, the author describes the evaluation model business performance. In the analytical part introduces company and characterized the current situation. In the practical part is to conduct an assessment of company performance model applied questionnaire Start. This model are identified strengths and weaknesses of the company, but also the weaknesses of the company and place to improve performance. The results are drawn suggestions and recommendations for the company.

Cette thèse a pour objectif d'analyser l'efficacité de la mise en place de nouvelles politiques de recherche visant à modifier le mode d'allocation des financements aux chercheurs académiques en France. Avec la création de l'Agence Nationale de la Recherche (ANR) en 2005, l'orientation donnée concède un poids plus important à l'allocation des financements de manière compétitive entre les chercheurs, approche basée sur le modèle compétitif Anglo-saxon, en complément du système traditionnel d'attribution de financements récurrents aux laboratoires de recherche. De plus, en 2010 a été initié par le gouvernement le Programme d'Investissement d'Avenir (PIA), pour soutenir la recherche en France. Par ce biais, certains centres de recherche en compétition ont été sélectionnés, après évaluation de leur projet, pour obtenir des subventions substantielles afin d'améliorer leur visibilité au niveau mondial. Le premier chapitre porte sur l'étude de l'influence de l'originalité et de la nouveauté de la recherche menée sur la décision des chercheurs de soumettre un projet à un programme de l'ANR, et sur la sélection du projet et son financement par l'agence. Le second chapitre étudie les effets de l'obtention d'un financement sur projet de l'ANR sur divers indicateurs relatifs à la production scientifique ex-post des chercheurs sélectionnés. Le troisième chapitre est consacré à l'analyse de programmes d'attribution compétitive de subventions supplémentaires à des universités (IDEX) et des laboratoires de recherche français (LABEX), de manière à faire émerger des centres d'excellence. Nous étudions l'impact de cette politique sur les performances scientifiques ex-post des chercheurs et enseignants-chercheurs concernés, avec une application à l'Université de Bordeaux. / The objective of this thesis is to analyze the efficiency of the implementation of new research policies, which change the rationale of funding allocation to academic researchers in France. The creation of the French funding agency 'Agence Nationale de la Recherche' (ANR) in 2005 gives a higher weight to grants allocated in a competitive way, in addition to the traditional block funds allocated to laboratories. This approach is based on the rationale of introducing some competition between researchers and to award only those who prepare the best proposals. Furthermore the program 'Investissement d'Avenir' (PIA), initiated by the French government in 2010, has been implemented to foster research excellence. Thus some competing universities obtain high level of funding in order to improve their international visibility. The first chapter of the thesis studies to what extent do funding agencies support novel research. We investigate the influence of the originality of conducted research over the decision of the researchers to apply and over the evaluation of the projects by the agency. In the second chapter, we assess and quantify the impact of receiving a competitive grant from the ANR on several indicators measuring the ex-post research performances of grantees. Our study is based on a database covering all the applications to the ANR between 2005 and 2009. The third chapter studies the implementation of a policy based on the allocation of a substantial competitive subvention to some selected universities and research laboratories. We investigate how this policy impacts the ex-post research performances of the researchers and faculty members with an application to the University of Bordeaux.

The purpose of this mixed-method, descriptive study was to determine the teachers' perceptions who were employed in the target school district from 2003 to 2011, regarding school district second-order change leadership decisions, events, and challenges, and the extent to which equity and access to excellence for all students were achieved. Also investigated was the relationship, if any, that existed in achieving equity and access to excellence based on school district second-order change leadership from 2003 to 2011. Teacher perception data were analyzed from a survey presented to teachers in over 16 schools who had been consecutively employed in the target school district from 2003 to 2011. The findings of this research suggest that teachers' perceptions of specific school district leadership decisions, events, and challenges contributed to improving opportunities for students who historically were not provided equitable opportunities for academic achievement and post high school career advancement. Beginning in 2003, the target school district underwent a leadership transition period in which a new superintendent established history-making goals and objectives for the school district. The findings suggest that based on teachers' perceptions, school district efforts provided for greater access to technology, high quality instruction, specific programs of study such as the implementation of magnet programs, and college preparation courses. The greater access provided the opportunity for equity and access to excellence for all students, especially those who historically lacked access and investment with respect to their demographics (race, gender, socioeconomic status, and ethnicity). There were limitations iv to this study. Objectivity may be questioned since the participants were employees of the school district. It was assumed that participants in the study responded accurately and honestly to the questions asked in the interviews and survey. Future research is recommended that would include a larger and more diverse sample. Further recommendations include separate studies to examine the differences between student achievement as a result of school district leadership efforts to attain access to equity and excellence based on college readiness assessment exam scores such as the SAT and/or the ACT, and college or technical school entrance and completion, with regard to student subgroups such as race, ethnicity, and family income.

Study of the critical factors for TQM implementation throughout the years, and longitudinal analysis of secondary quality winners of prestigious awards such as the Malcolm Baldrige National Quality Award (MBNQA), is important. The longitudinal analysis in this research will enable verification that there are generic critical factors (CFs) for TQM implementation and generic critical areas of measurement (CAM) that if implemented fully and successfully will deliver excellence. Also, it will enable verification that these generic CFs help to ensure sustainable performance and this could help in answering how excellent organisations sustain their performance constantly. By studying what excellent organisations measure and what they place emphasis on throughout the year, the study will document measurements that have been used to sustain excellence and will consider empirically how these have led to tangible results over a period of twenty years; the study will examine MBNQA winners from 1988 until 2008. Finally, an excellence maturity assessment tool 'assessment software' was developed as result of examining winning case studies over a long period of time, lists of critical factors of implementation (CFI) and critical areas of measurement (CAM) were extracted and used accompanied by the EFQM Excellence Model, and Zairi's two model 'Index of Excellence' and 'Ladder of Excellence'. This formed the basis of the assessment tool developed; companies through this will be able to understand their level of excellence implementation and their position compared to world class organisations.

O desenvolvimento da Indústria Automobilística mundial como também a brasileira, se caracteriza pela importância cada vez maior de projetos conjuntos entre montadoras e seus fornecedores, os quais passaram de meros fornecedores de componentes, para parceiros de desenvolvimento e tecnologia, compartilhando investimentos e riscos, tornando a gestão dos projetos com fornecedores um fator estratégico de suma importância para as montadoras. Para pesquisar a evolução dos fatores críticos de sucesso na Gestão de Projetos Automotivos no Brasil, foram estudados 3 projetos sucessivos de desenvolvimento de painéis para veículos comerciais, ocorridos em uma grande montadora no período de 1988 a 2002. Baseado em avaliações bibliográficas relativas à Qualidade, à Gestão de Projetos e à Gestão de Fornecedores, definiu-se pela utilização do modelo de excelência do EFQM, o Project Excellence Model para pesquisa e classificação dos fatores críticos de sucesso dos projetos. Participantes desses três projetos e stakeholders nos diversos níveis hierárquicos da montadora e dos fornecedores foram entrevistados e através da metodologia dos incidentes críticos, levantados os principais fatores positivos que levaram à sucessos e fatores negativos que ocasionaram insucessos ao projeto. A classificação desses fatores através de Critérios e Categorias permitiu a comparação sistemática dos projetos e a definição dos fatores críticos de sucesso e dos fatores de sucesso. Pesquisas na literatura e consultas aos autores e a participantes de projetos de desenvolvimento de painéis em outras montadoras mostraram tendências semelhantes aos dos três projetos, realçando o aumento das responsabilidades dos fornecedores pelo desenvolvimento e fornecimento de sistemas com base na engenharia simultânea e codesign. Estas pesquisas mostraram a aplicabilidade dos Critérios do Project Excellence Model para a classificação dos fatores críticos na gestão dos projetos e a necessidade de uma subdivisão destes em Categorias. / The worldwide development of the Automotive Industry, as well as the Brazilian one, is characterized by the increase of importance of common projects of the automotive industries and their suppliers, which have passed from merely part suppliers to partners of development and technology, sharing investment and risks, transforming the project management with suppliers into a strategic factor of huge importance for the automotive industries. To investigate the critical success factors of Brazilian Automotive Project Management, it was studied three successive development projects of panels for commercial vehicles occurred between 1988 and 2002 in an important automotive industry. Based on literature research related to Quality, Project Management and Supplier Management, it was defined the application of the EFQM Project Excellence Model to research and classify the critical success factors of those projects. Participants of the three projects and stakeholders at different levels from the Automotive Industry and their Suppliers were interviewed and through the critical incident methodology, were detected the main positive factors, that lead to success and the main negative factors that lead to unsuccessfulness of the projects. The classification of those factors in Criteria and Categories allowed a systematic comparison of the projects and the definition of the critical success factors and the success factors. Research of the literature and interviews with participants on panel ´s development projects in other Automotive Industries showed the same tendencies of the three projects, which emphasized the increased responsibilities of the suppliers regarding the development and supplying of systems based on simultaneous engineering and co design. These researches showed the applicability of the Project Excellence Model Criteria in the classification of the project’s critical success factors and success factors and also showed the necessity of a subdivision, in Categories.

O desenvolvimento da Indústria Automobilística mundial como também a brasileira, se caracteriza pela importância cada vez maior de projetos conjuntos entre montadoras e seus fornecedores, os quais passaram de meros fornecedores de componentes, para parceiros de desenvolvimento e tecnologia, compartilhando investimentos e riscos, tornando a gestão dos projetos com fornecedores um fator estratégico de suma importância para as montadoras. Para pesquisar a evolução dos fatores críticos de sucesso na Gestão de Projetos Automotivos no Brasil, foram estudados 3 projetos sucessivos de desenvolvimento de painéis para veículos comerciais, ocorridos em uma grande montadora no período de 1988 a 2002. Baseado em avaliações bibliográficas relativas à Qualidade, à Gestão de Projetos e à Gestão de Fornecedores, definiu-se pela utilização do modelo de excelência do EFQM, o Project Excellence Model para pesquisa e classificação dos fatores críticos de sucesso dos projetos. Participantes desses três projetos e stakeholders nos diversos níveis hierárquicos da montadora e dos fornecedores foram entrevistados e através da metodologia dos incidentes críticos, levantados os principais fatores positivos que levaram à sucessos e fatores negativos que ocasionaram insucessos ao projeto. A classificação desses fatores através de Critérios e Categorias permitiu a comparação sistemática dos projetos e a definição dos fatores críticos de sucesso e dos fatores de sucesso. Pesquisas na literatura e consultas aos autores e a participantes de projetos de desenvolvimento de painéis em outras montadoras mostraram tendências semelhantes aos dos três projetos, realçando o aumento das responsabilidades dos fornecedores pelo desenvolvimento e fornecimento de sistemas com base na engenharia simultânea e codesign. Estas pesquisas mostraram a aplicabilidade dos Critérios do Project Excellence Model para a classificação dos fatores críticos na gestão dos projetos e a necessidade de uma subdivisão destes em Categorias. / The worldwide development of the Automotive Industry, as well as the Brazilian one, is characterized by the increase of importance of common projects of the automotive industries and their suppliers, which have passed from merely part suppliers to partners of development and technology, sharing investment and risks, transforming the project management with suppliers into a strategic factor of huge importance for the automotive industries. To investigate the critical success factors of Brazilian Automotive Project Management, it was studied three successive development projects of panels for commercial vehicles occurred between 1988 and 2002 in an important automotive industry. Based on literature research related to Quality, Project Management and Supplier Management, it was defined the application of the EFQM Project Excellence Model to research and classify the critical success factors of those projects. Participants of the three projects and stakeholders at different levels from the Automotive Industry and their Suppliers were interviewed and through the critical incident methodology, were detected the main positive factors, that lead to success and the main negative factors that lead to unsuccessfulness of the projects. The classification of those factors in Criteria and Categories allowed a systematic comparison of the projects and the definition of the critical success factors and the success factors. Research of the literature and interviews with participants on panel ´s development projects in other Automotive Industries showed the same tendencies of the three projects, which emphasized the increased responsibilities of the suppliers regarding the development and supplying of systems based on simultaneous engineering and co design. These researches showed the applicability of the Project Excellence Model Criteria in the classification of the project’s critical success factors and success factors and also showed the necessity of a subdivision, in Categories.