Internal Conflict in the Abu Dhabi Customs Administration

In this proposed study, we seek to examine issue of internal conflict within the workplace that are having a negative impact on the employees and the organization as a whole. 

Literature Review
The role of customs and its importance is well established in existing literature related to airport management.  Research has noted that customs agencies are playing an increasingly important role, as the volume of world trade conducted by air continues to grow, particularly by companies such as Fedex and UPS (Kadza  Caves, 2007, p. 216).  Boeing, one of the leaders in the field of aviation, predicts that air cargo will continue to increase at 6.1  yearly worldwide (Kadza  Caves, 2007, p. 217). 

Recent events, most notably increased terror activity worldwide, have ensured that customs agencies play a leading role in the providing greater security, both at a local and national level (Wells  Young, 2004, p. 219).    The researcher notes that there is a lack of current research that addresses contemporary issues in the field of customs administration.  This lack may be tied specifically to issues around management and human resources.  Early research conducted by Appeals  Struye de Swielande (1998) helped to define current issues in the field of customs administration.  This research also marks a turning point in the popular image of customs administrators.  Appeals  Struye de Swielande suggest that technological advances as well as an increase in time-sensitive trade have helped to push the role forward into a more modern context.  Another area of existing research is the field of supply chain management and logistics.  Industry has long recognized the importance of customs administration to ensuring efficient trade practices (Haughton  Desmeules, 2001 Heaver, 1992).  While these issues are important, the researcher recognizes that there is a need to examine both managerial practices and working culture within customs administration.  Serious problems can and do arise in this workplace, and it is important to address these issues using established management techniques.

Identification of Knowledge
As indicated in the previous section, there are important gaps in knowledge in the field of study.  While considerable attention has been paid to the logistical aspects of customs administration, comparatively little has been paid to the actual functioning of these office environments.  This study proposes that the working culture within these organizations would benefit from the application of best practices in human resources development and management.

Statement of Problem
In the proposed case, the situation is as follows. 
The Organization  The Abu Dhabi Customs Administration is located in the Al Ain International Airport, and it employs 150 people.  The Administration plays a vital role in promoting the economy and ensuring the safety of the State. 

The Main Characters  The Director Asadel is a well educated and connected man who has been with the administration for many years.  His deputy Bashir is another well educated and connected individual who has been with the company for many years.

The Outside Environment  Recent events have created many changes for the administration of customs.  These events include terrorist attacks, increased reliance on air-based transit, as well as the impact of the recession.

Problems and Need for Decisions  Both the external and internal environments within Abu Dhabi Customs Administration are constantly changing.  It is frequently necessary for either the Director or his Deputy to issue new directions.  Unfortunately, there is not a great deal of consultation with staff before these directions are made.  There seems to be little investigation on the impact of these changes or consideration of how they will be implemented.  As a result, these changes create considerable unrest within the workplace.  In this instance, the Deputy has implemented a new record keeping system that he learned about at a conference.  Unfortunately, the Administration does not have the necessary computer equipment or programs to make this program work.  The new system is causing confusion and many employees are continuing to use the old system, creating further problems.

Objectives and Limitation
In this project, the researcher hopes to incorporate best practices in business management to the context of customs administration.  Many of the theories and techniques are highly transferable, and it is believed that this application will help ensure the more efficient running of the organization.

Hypotheses
It is believed that there has been a tendency within the organization to either overlook or underestimate the importance of adhering to best business practices, i.e. change management.  Accordingly, it is believed that if some of these theories are applied to this environment there will be a substantial improvement in performance and job satisfaction.

Research Methods
This research will be based primarily on participant observation.  The researcher has first-hand knowledge of the organization and will use his observations to develop the case study.  This approach will be augmented by readings in the field of change management and human resource management, as well as motivational theories.

Significance
This research will make an important contribution to the field of knowledge by applying existing theories and techniques to a business setting where they have been overlooked.  In addition, the findings will likely be transferable to a range of different settings.

Leadership, Motivation and Training in Abu Dhabi Customs Administration
Introduction
In this proposed study, we seek to examine issues related to leadership, motivation and training in the workplace that are having a negative impact on the employees and the organization as a whole. 

Literature Review
The role of customs and its importance is well established in existing literature related to airport management.  Research has noted that customs agencies are playing an increasingly important role, as the volume of world trade conducted by air continues to grow, particularly by companies such as Fedex and UPS (Kadza  Caves, 2007, p. 216).  Boeing, one of the leaders in the field of aviation, predicts that air cargo will continue to increase at 6.1  yearly worldwide (Kadza  Caves, 2007, p. 217).

Recent events, most notably increased terror activity worldwide, have ensured that customs agencies play a leading role in the providing greater security, both at a local and national level (Wells  Young, 2004, p. 219).    The researcher notes that there is a lack of current research that addresses contemporary issues in the field of customs administration.  This lack may be tied specifically to issues around management and human resources.  Early research conducted by Appeals  Struye de Swielande (1998) helped to define current issues in the field of customs administration.  This research also marks a turning point in the popular image of customs administrators.  Appeals  Struye de Swielande suggest that technological advances as well as an increase in time-sensitive trade have helped to push the role forward into a more modern context.  Another area of existing research is the field of supply chain management and logistics.  Industry has long recognized the importance of customs administration to ensuring efficient trade practices (Haughton  Desmeules, 2001 Heaver, 1992).  While these issues are important, the researcher recognizes that there is a need to examine both managerial practices and working culture within customs administration.  Serious problems can and do arise in this workplace, and it is important to address these issues using established management techniques.

Identification of Knowledge
As indicated in the previous section, there are important gaps in knowledge in the field of study.  While considerable attention has been paid to the logistical aspects of customs administration, comparatively little has been paid to the actual functioning of these office environments.  This study proposes that the working culture within these organizations would benefit from the application of best practices in human resources development and management.

Statement of Problems
The Organization  The organization at the heart of this study is Abu Dhabi Customs Administration.  The Abu Dhabi Customs Administration is located in the Al Ain International Airport, and it employs 150 people.  The Administration plays a vital role in promoting the economy and ensuring the safety of the State.

Main Characters  The Director and his deputy as well as senior management.  The Director Asadel is a well educated and connected man who has been with the administration for many years.  His deputy Bashir is another well educated and connected individual who has been with the company for many years.  The senior manager Jafar is responsible for training.  He has a good education but lacks much specialized business training.  He has considerable autonomy in his department provided he does not go over budget.

Outside Environment  Recent events have created many changes for the administration of customs.  These events include terrorist attacks, increased reliance on air-based transit, as well as the impact of the recession.

Problems and Need for Decisions  In the proposed case, the circumstances are related to the existing staff training systems.  At present, the organization is not able to provide all of its employees with access to training.  Priority is being given to upper level and administrative staff.  The problem is further exacerbated by the fact that the budget allocation is very small.  As a result of these circumstances, the annual staff evaluations are very poor, thus affecting morale and the overall standards within the organization.  Recently, there have been a number of complaints made regarding the efficiency and demeanor of customs agents in screening passengers.  Staff has indicated there is a strong need for better training however, the problem has not been addressed.

Objectives and Limitation
In this project, the researcher hopes to incorporate best practices in business management to the context of customs administration.  Many of the theories and techniques are highly transferable, and it is believed that this application will help ensure the more efficient running of the organization.

Hypotheses
It is believed that there has been a tendency within the organization to either overlook or underestimate the importance of adhering to best business practices, i.e. leadership, motivation, training and development.  Accordingly, it is believed that if some of these theories are applied to this environment there will be a substantial improvement in performance and job satisfaction.

Research Methods
This research will be based primarily on participant observation.  The researcher has first-hand knowledge of the organization and will use his observations to develop the case study.  This approach will be augmented by readings in the field of change management and human resource management, as well as motivational theories.

Significance
This research will make an important contribution to the field of knowledge by applying existing theories and techniques to a business setting where they have been overlooked.  In addition, the findings will likely be transferable to a range of different settings.

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