The case of the Abu Dhabi Police

239 Pages·2014·2.81 MB·English

Enhancing Successful Organizational Change
through Institutionalization:
The case of the Abu Dhabi Police

A thesis submitted to the University of Manchester
for the degree of Doctor of Philosophy
in the Faculty of Humanities

2014

O A
MAR LSHEHHI

School of Environment, Education and Development
Institute for Development Policy and Management (IDPM)
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IST OF CONTENTS
Page

List of Tables ......................................................................................................................... 7
List of Figures ........................................................................................................................ 8
Abstract .................................................................................................................................. 9
Declaration ........................................................................................................................... 10
Copyright Statement ............................................................................................................ 11
Acknowledgements .............................................................................................................. 12
Dedication ............................................................................................................................ 13
List of Abbreviations ........................................................................................................... 14

Chapter 1 - Introduction
1.1 Introduction .................................................................................................................... 15
1.2 Background .................................................................................................................... 16
1.3 Rationale of the Study .................................................................................................... 19
1.4 Aim and Objectives ........................................................................................................ 20
1.5 Research Context: the UAE ........................................................................................... 21
1.5.1 Historical background ............................................................................................... 22
1.5.2 Geography and demography ..................................................................................... 22
1.5.3 Political system ......................................................................................................... 24
1.5.4 Economy ................................................................................................................... 26
1.5.5 Cultural features ........................................................................................................ 27
1.6 Scope of Research .......................................................................................................... 28
1.7 Research Structure ......................................................................................................... 29

Chapter 2 - Organizational Change: Theories, Approaches and Context
2.1 Introduction .................................................................................................................... 31
2.2 Perspectives on Organizational Change: Open Systems vs. Social Construction ......... 32
2.2.1 Introduction ............................................................................................................... 32
2.2.2 Characteristics of open systems ................................................................................ 32
2.2.3 Organizational change and open systems ................................................................. 33
2.2.4 Organizations as socially constructed ....................................................................... 35
2.2.5 Value for OD practitioners ........................................................................................ 36
2.2.6 Conceptualising resistance to change ...................................................................... 37
2.2.7 Filling the gaps: A summary ..................................................................................... 39
2.3 Managing Organizational Change: Planned vs. Emergent Approaches ........................ 41
2.3.1 Introduction ............................................................................................................... 41
2.3.2 Planned approach ...................................................................................................... 41
2.3.3 Challenges to planned change ................................................................................... 43
2.3.4 In response: The emergent approach ........................................................................ 45
2.3.5 Section summary ....................................................................................................... 48
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2.4 Western vs. Middle Eastern Contexts of Organizational Change .................................. 50
2.4.1 Introduction ............................................................................................................... 50
2.4.2 Change management and the convergence/divergence debate ................................. 50
2.4.3 Why the Middle East is different .............................................................................. 53
2.4.4 Section summary ....................................................................................................... 55
2.5 Concluding Remarks ...................................................................................................... 55

Chapter 3 - The Institutionalization of Change
3.1 Introduction .................................................................................................................... 58
3.2 The Concept of Institutionalization ............................................................................... 59
3.2.1 Institutionalization is ‘easier said than done’ ............................................................ 62
3.2.2 Is institutionalization a valid concept? ...................................................................... 63
3.3 Institutionalization as a Process ..................................................................................... 66
3.4 Critical Factors Affecting Institutionalization ............................................................... 69
3.4.1 Perspectives from the Middle East ........................................................................... 73
3.5 How to Institutionalize Change ..................................................................................... 75
3.5.1 The change message ................................................................................................. 75
3.5.2 Strategies for institutionalizing change ..................................................................... 76
3.6 The Language-based Approach ..................................................................................... 81
3.6.1 An integrated approach: Implications for managers ................................................. 86
3.7 Conclusion of the Literature Review: Towards a Model of Institutionalization ........... 88
3.7.1 The model ................................................................................................................. 90

Chapter 4 - Research Methodology
4.1 Introduction .................................................................................................................... 95
4.2 Research Questions ........................................................................................................ 95
4.3 Research Setting: The Abu Dhabi Police ....................................................................... 97
4.4 Research Paradigm ......................................................................................................... 98
4.5 Research Strategy: Case Study Methodology .............................................................. 101
4.6 Research Approach: Triangulation .............................................................................. 103
4.7 Questionnaire Survey ................................................................................................... 105
4.7.1 Questionnaire design ............................................................................................... 105
4.7.2 Questionnaire sample .............................................................................................. 108
4.7.3 Questionnaire analysis ............................................................................................ 110
4.8 Semi-structured Interviews .......................................................................................... 111
4.8.1 Interview design and process .................................................................................. 112
4.8.2 Interview sample ..................................................................................................... 113
4.8.3 Interview analysis ................................................................................................... 114
4.9 Ethical Considerations ................................................................................................. 115
4.10 Chapter Summary ...................................................................................................... 116

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Chapter 5 - Quantitative Analysis
5.1 Introduction .................................................................................................................. 117
5.2 General Characteristics of Respondents ...................................................................... 118
5.3 Descriptive Analysis .................................................................................................... 119
5.3.1 Introduction ............................................................................................................. 119
5.3.2 Participants’ perceptions of the QMS ..................................................................... 119
5.3.3 Participants’ commitment to the QMS ................................................................... 120
5.3.3.1 Change discrepancy ........................................................................................... 122
5.3.3.2 Change appropriateness ..................................................................................... 122
5.3.3.3 Change efficacy ................................................................................................. 122
5.3.3.4 Principal support ................................................................................................ 122
5.3.3.5 Self-valence ........................................................................................................ 123
5.3.4 Critical factors influencing the institutionalization of the QMS ............................. 123
5.3.4.1 Management characteristics ............................................................................... 124
5.3.4.2 Employee characteristics ................................................................................... 125
5.3.4.3 Change characteristics ....................................................................................... 125
5.3.4.4 Context characteristics ....................................................................................... 126
5.3.5 Section summary ..................................................................................................... 126
5.4 Measures of Correlation ............................................................................................... 127
5.4.1 Reliability of items .................................................................................................. 127
5.4.2 Assumptions of Pearson’s r. ................................................................................... 128
5.4.3 Correlations among main themes ............................................................................ 128
5.5 Measures of Differences .............................................................................................. 130
5.5.1 Assumptions of the independent t-test .................................................................... 130
5.5.2 Variance by gender ................................................................................................. 131
5.5.3 Variance by experience ........................................................................................... 132
5.5.4 Variance by rank ..................................................................................................... 134
5.5.5 Variance by qualification ........................................................................................ 135
5.5.6 Variance by department .......................................................................................... 137
5.5.6.1 Variance of participants’ perceptions of the QMS ............................................ 137
5.5.6.2 Variance of participants’ commitment to the QMS ........................................... 138
5.5.6.3 Variance of factors influencing institutionalization ........................................... 139
5.5.6.4 Variance of main themes ................................................................................... 142
5.6 Chapter Summary ........................................................................................................ 144

Chapter 6 - Qualitative Analysis
6.1 Introduction .................................................................................................................. 146
6.2 General Characteristics of Interviewees ...................................................................... 146
6.3 Interviewees’ Perceptions of the QMS ........................................................................ 148
6.3.1 Reasons for adopting the QMS ............................................................................... 148
6.3.2 Outcomes of the QMS ............................................................................................ 150
6.3.3 Challenges to institutionalization of the QMS ........................................................ 151
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6.4 Strategies for Institutionalizing the QMS .................................................................... 153
6.4.1 Reward and punishment .......................................................................................... 153
6.4.2 Active participation ................................................................................................. 155
6.4.3 Persuasive communication ...................................................................................... 156
6.4.4 Management of internal/external information ........................................................ 158
6.4.5 HRM practices ........................................................................................................ 159
6.4.6 Diffusion practices .................................................................................................. 162
6.4.7 Rites and ceremonies .............................................................................................. 162
6.4.8 Formalization activities ........................................................................................... 163
6.4.9 Network management ............................................................................................. 164
6.5 Critical Factors Affecting Institutionalization ............................................................. 166
6.5.1 Management characteristics .................................................................................... 166
6.5.2 Employee characteristics ........................................................................................ 169
6.5.3 Change characteristics ............................................................................................ 171
6.5.4 Context characteristics ............................................................................................ 173
6.6 Conclusion ................................................................................................................... 175

Chapter 7 - Discussion and Conclusion
7.1 Introduction .................................................................................................................. 177
7.2 General Overview of the Research Study .................................................................... 177
7.3 Summary of the Literature Review .............................................................................. 178
7.4 Summary of Methodology ........................................................................................... 181
7.5 Discussion .................................................................................................................... 182
7.5.1 RQ1: How has the QMS been perceived by ADP personnel?. ............................... 183
7.5.1.1 Reasons for adopting the QMS .......................................................................... 183
7.5.1.2 Challenges to QMS institutionalization ............................................................. 184
7.5.2 RQ2: What institutionalization strategies have been implemented in the ADP?. .. 185
7.5.2.1 Reward and punishment ..................................................................................... 186
7.5.2.2 Participation ....................................................................................................... 187
7.5.2.3 Communication .................................................................................................. 188
7.5.2.4 Training .............................................................................................................. 189
7.5.2.5 Secondary strategies ........................................................................................... 190
7.5.2.6 Recommended strategies ................................................................................... 191
7.5.2.7 Section summary ................................................................................................ 192
7.5.3 RQ3: How have the strategies addressed the 5 change message components?. .... 193
7.5.3.1 Change discrepancy ........................................................................................... 193
7.5.3.2 Change appropriateness ..................................................................................... 194
7.5.3.3 Change efficacy ................................................................................................. 194
7.5.3.4 Principal support ................................................................................................ 194
7.5.3.5 Self-valence ........................................................................................................ 195
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7.5.4 RQ4: What are the roles & characteristics of critical factors?. ............................. 195
7.5.4.1 Management characteristics ............................................................................... 195
7.5.4.2 Employee characteristics ................................................................................... 199
7.5.4.3 Change characteristics ....................................................................................... 201
7.5.4.4 Contextual characteristics .................................................................................. 203
7.5.5 Differences between departments X and Y ............................................................ 205
7.6 Conclusions Regarding the Research Objectives ........................................................ 208
7.7 Contributions to Knowledge ........................................................................................ 209
7.7.1 Conceptual and theoretical contributions ................................................................ 210
7.7.2 Methodological contribution ................................................................................... 211
7.7.3 Implications for practice ......................................................................................... 211
7.7 Limitations of the Research ......................................................................................... 213
7.8 Future Research ........................................................................................................... 214
7.9 Personal Reflections ..................................................................................................... 215

References .......................................................................................................................... 217

Appendix 1: The Survey .................................................................................................... 234
Appendix 2: Interview Guide ............................................................................................. 239

[Final word count excluding bibliograghy and appendices: 76,364 main text]
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L
IST OF TABLES

Table 1.1 Estimated demography of the UAE ..................................................................... 24
Table 1.2 Value orientation of the UAE .............................................................................. 28
Table 2.1 Summary of key differences between the two views of organizations ................ 39
Table 2.2 Lewin’s work on the planned approach ............................................................... 42
Table 2.3 Summary of key differences between planned and emergent change ................. 49
Table 3.1 Stages of institutionalization ................................................................................ 68
Table 3.2 Seven perspectives on factors affecting sustainability ........................................ 70
Table 3.3 Factors affecting sustainability ............................................................................ 71
Table 3.4 Critical factors in institutionalization .................................................................. 74
Table 3.5 The five components of the change message ....................................................... 76
Table 3.6 The five categories of speech acts ....................................................................... 84
Table 4.1 Comparison of the three main research philosophies ........................................ 101
Table 4.2 Interview sample ................................................................................................ 114
Table 4.3 Summary of research methodology ................................................................... 116
Table 5.1 Demographic profiles of respondents ................................................................ 118
Table 5.2 Descriptive analysis - Participants’ perceptions ................................................ 120
Table 5.3 Descriptive analysis - Change message ............................................................. 121
Table 5.4 Descriptive analysis - Factors influencing institutionalization .......................... 123
Table 5.5 Descriptive analysis of all themes ..................................................................... 127
Table 5.6 Correlation results .............................................................................................. 128
Table 5.7 Correlations among main themes ...................................................................... 129
Table 5.8 Group statistics - Variance of themes by gender ............................................... 131
Table 5.9 Independent samples t-test of gender ................................................................. 132
Table 5.10 Group statistics - Variance of themes by experience ....................................... 133
Table 5.11 Independent samples t-test of experience ........................................................ 133
Table 5.12 Group statistics - Variance of themes by rank ................................................. 134
Table 5.13 Independent samples t-test of rank .................................................................. 135
Table 5.14 Group statistics - Variance of themes by qualification .................................... 136
Table 5.15 Independent samples t-test of qualification ..................................................... 136
Table 5.16 Group statistics - Variance of participants’ perceptions of the QMS .............. 137
Table 5.17 Independent samples t-test of participants’ perceptions of the QMS .............. 137
Table 5.18 Group statistics - Variance of change message by department ....................... 138
Table 5.19 Independent samples t-test of change message by department ........................ 139
Table 5.20 Group statistics - Variance of factors by department ...................................... 140
Table 5.21 Independent samples t-test of factors influencing institutionalization ............ 141
Table 5.22 Group statistics - Variation of main themes by department ............................ 143
Table 5.23 Independent samples t-test of main factors ...................................................... 143
Table 5.24 Summary of questionnaire findings on main themes ....................................... 145
Table 6.1 Demographic profiles of the interviewees ......................................................... 147
Table 6.2 Key findings of interviews ................................................................................. 176
Table 7.1 Summary of Chapter 2 ....................................................................................... 179
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Table 7.2 Summary of Chapter 3 ....................................................................................... 180
Table 7.3 Summary of key findings ................................................................................... 182
Table 7.4 Differences between departments X and Y ....................................................... 206
Table 7.5 Summary of key findings against research objectives ....................................... 209

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IST OF FIGURES

Figure 1.1 Map of the UAE ................................................................................................. 23
Figure 3.1 The process of sustainability in context ............................................................. 72
Figure 3.2 Institutionalizing change .................................................................................... 77
Figure 3.3 Conceptual framework for this study ................................................................. 93
Figure 7.1 Overview of the research objectives, gaps and questions ................................ 178

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A
BSTRACT
While change seems to have become a feature of contemporary organizations, the success
rate of change initiatives is admittedly very poor, not only when initiating the change, but
even after the successful implementation of a well-planned change, as employees are likely
to return to their old habits; thus most change efforts do not persist. Organizations however
need to ensure that their change initiatives, which in most cases come at a heavy cost in
terms of investment, last long enough to attain their goals. Given the lack of change
management research in the Middle Eastern context, particularly with respect to the
institutionalization of change, this study explores how best to institutionalize change
interventions in the Middle East. The research employs a mixed-methods approach,
combining semi-structured interviews with 17 senior managers and a questionnaire survey
of 312 employees, in order to gather data from the case study of the Abu Dhabi Police. The
quantitative data is assessed using descriptive and inferential statistical analysis, while the
independent samples t-test is used to explore variations between groups.
The findings reveal the significant role of communication in creating shared meanings,
perceptions and interpretations; the language-based approach is thus recommended as an
additional conversational instrument to enlighten managers and enrich their interventions.
This study identifies four categories of factors that are critical to institutionalization; the
characteristics of these critical factors and associated issues are also highlighted as a
contribution to the design and implementation of institutionalization strategies. The study
concludes by developing a framework incorporating three basic conceptual elements that
should be considered as a whole during any attempt to institutionalize change; it
comprehensively integrates the institutionalization strategies and the critical factors, in
order to convey a change message that shapes the enactment of institutionalization

processes.
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D
ECLARATION

I, Omar Alshehhi, hereby assert that no portion of the work referred to in the thesis has
been submitted in support of an application for another degree or qualification of this or
any other university or other institute of learning.

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