United Arab Emirates Journey Towards Excellence

Presentation by

Rabea Raad

In 100 words

As the UAE’s economy has gradually evolved into a service and knowledge-based economy, in mid 1990s, the UAE’s visionary leaders realized the need for organizations to improve quality and customer service to

become competitive .

This article summarizes the wave of quality improvement which has taken root in many

different industries throughout the

UAE .

Leaders have spearheaded international excellence frameworks, recognition programs, standards, e-Government initiatives, research and key partnerships with quality-focused

associations.

These initiatives have improved quality, productivity, customer experience and competitiveness of UAE’s. Although challenges remain, there is an optimism and passion for quality and the journey towards excellence continues

Diversifying Economy and Birth of Dubai’s’ Drive for Quality

United Arab Emirates (UAE) is comprised of the seven Emirates namely, Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah with Abu Dhabi as the capital of UAE. Country’s GDP (at constant prices) reached around AED 981 Billion in 2011

(about USD 270 billion) .

Oil & gas was the major contributor to UAE economy. In mid 1990s, visionary leaders of UAE started diversifying the UAE economy in order to reduce reliance on oil and set up policies to encourage trade, travel, tourism, real estate, construction, services

etc .

QUALITY AND EXCELLENCE MOVEMENT SPREADS FROM DUBAI TO OTHER EMIRATES :

Recognizing and appreciating the positive impact and benefits of quality movement in Dubai, other Emirates and the federal Government Departments started various programs with a focus on improving efficiency, effectiveness, customer service and overall competitiveness of

industry and nation.

YEAR 2000: E-SERVICES THE NEXT MAJOR WAVE OF QUALITY IMPROVEMENT .

Services design and delivery are being continually revolutionized by information communication and technology (ICT). Our dependence on ICT is increasing by the day as ICT is having a profound effect on the ways

we live today and how customers interact with service providers. ICT continues to enable modernizing/ transforming of services thereby revolutionizing business process management

Year 2013 - UAE SMART GOVERNMENT INITIATIVE LAUNCHED .

With high rate of mobile penetration, 14 million subscribers for population of about 7 million, extensive use of smart phones and IT tablets, in 2013 His Highness Sheikh Mohammed bin

Rashid Al Maktoum ,

Vice President and Prime Minister of UAE announced pioneering UAE Smart Government initiative in the region

The Government Summit 2013, Dubai .

Under UAE Smart Government initiative, all government services will be made available on mobile devices within 2 year period ushering in a new era of customer service and customer experience. UAE has achieved 7th rank globally in e-government services and has boosted this position by launching the mobile/smart government initiative, which is even more sophisticated .

OPPORTUNITIES FOR FURTHER IMPROVEMENT .

We live in a world where change is constant and improvement is continual. Though much has been accomplished in a relatively short period of time in UAE, opportunities for

further improvement exist such as:

a. Thought Leadership in Quality domain: There is a need for independent “Think Tanks” to provide thought leadership and guide the quality profession ASQ’s Global State of Quality has made an initial pioneering effort in this direction for the region

b. Business leaders to make quality a top priority: CEOs/ CFOs/ COOs still need to be convinced of the potential quality management offers to reduce cost and improve product features and thereby positively impact corporate performance .

c. Quality related credible research data/ report: There is shortage of credible research data in the field of quality & excellence in the

region .

d. Create a culture of sharing of data/ Benchmarks: Organizations still find it hard to access industry specific data/ benchmarks to compare their performance and

share best practices .

Best practice reports on industries, functions, processes, services etc. can be shared such as pioneering “DQA Winning Practices” report was done by DQA office in 2011 and released by H.E. Sami Al Qamzi, Director General of Dept. of Economic

Development ,

DQA Winning Practice Report

e. Use of advance Quality tools: Currently application of quality tools is at basic plus level. Advanced techniques such as Quality Function Deployment, Process Capability, Run Charts, and Design of Experiments etc. are not widely used by industry

f. Measure the impact and benefit of TQM on corporate performance: Potential to conduct research studies on impact of Quality & Excellence on corporate performance

is a constant need .

g. Exploiting Synergies in Quality, Risk, CSR and Corporate Governance: To enhance transparency, accountabilities, performance & mitigate risks, opportunity exists for these specialized functions to leverage knowledge and help businesses improve performance

Thank All