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Raising the bar.
www.ebmbenchmarking.com Volume 1 (QUARTER 1, 2015)
From the Editor We are proud to launch the first issue
of the EBM Benchmarking Partners’
Newsletter. This marks the start of an
exciting journey on the path of
business excellence. The year 2015 is
a special one and will go down in
history as the year in which the
innovative initiative of Benchmarking
Partnership was initiated. We thank
the business community for
participating in this exciting new
venture.
Bookings for the EBM-BP have been
pouring in. Companies have
registered from a range of industries
including Government, Oil & Gas,
Trade, Healthcare, Hospitality,
Services, etc.
The excitement does not stop here.
We are proud to share with you the
details of our very first EBM
Benchmarking Club session. The area
of discussion was Customer, with a
focus on Gathering Customer Needs
& Expectations. The session was a
huge success. A special note of
thanks goes out from our entire team
to the companies that joined us in this
session.
Your next Benchmarking Club
session will be on May 28, 2015. For
more news and other information,
read on…
-Indu Singhal, Director – Emirates Business Management International Consultants, Dubai.
“Our vision is sharp, our goals are clear, our resources are huge, our will is strong and we stand
tall, ready to face the challenges ahead.” ― Mohammed bin Rashid Al Maktoum
We are proud to release the first Newsletter for the EBM Benchmarking Partners’ program. This is indeed a moment of pride for us all, not only for the Business Excellence Department, but for the entire business community. We thank you all for your support in yet another innovative, ‘first of its kind in the region’, venture by the BED and look forward to having your active participation in this program to make it a huge success.
Mr. Mohammed
Bushanain, Executive Director, Business Excellence Center
EBM-BP Workshops: The EBM Benchmarking Partners’ program was announced during the 2014 Business Excellence Awards Ceremony. The EBM-BP Workshops were held with a view to introducing the details of this brand new concept to the business community. It was well attended by the business fraternity of the UAE.
Ms. Shaikha Al Beshri, Director – Business Excellence Dept., Govt. of Dubai, said it aims to promote sharing of best practices & enable businesses participating in DED’s Business Excellence
In this issue:
- EBM-BP Workshops - EBM Benchmarking
Club - Book Launch - Customer Service Self
Check - ISO 10002:2004 at a
glance - 25 Highest Rated
Companies in Cust.Serv.
Mr. Ali Ibrahim, DED Deputy Director General for Planning & Development Affairs, said it would help organisations improve their performance standards, thereby leading to an improved excellence environment in the UAE.
Indu Singhal, Director - EBM International Consultants emphasised that the purpose of this joint initiative with DED is to facilitate industry and process-wise comparative information for organisations, with a view to drive organisations towards raising the bar of business excellence not only within their own organisations, but in the business community as a whole, in alignment with the larger goals and objectives of Dubai & the UAE.
Awards to benchmark their practices against a set of performance indicators.
Raising the bar.
Volume 1 (QUARTER 1, 2015)
EBM Benchmarking Club: The inaugural session took place on April 7, 2015. The
area under focus was Customer, and the topic
discussed by the participating companies was
‘Gathering Customer Needs & Expectations’.
Participants openly and willingly shared their
respective best practices during the session. Each
participating company made a brief presentation of its
best practice, followed by a question and answer
session within the group.
All presentations were rated against various
parameters. In keeping with the mood of the
presentations, active discussion took place during and
after the session.
The format for the Clubs is that five organisations are
invited on a first-come-first-served basis to share their
respective initiatives a pre-set topic.
Each participating organisation presents its initiatives
– approach, deployment, assessment & refinement,
and related results to the rest of the participants. Each
presentation is followed by a brief question and
answer session, allowing the audience to seek
clarifications.
At the end of each presentation, there is a rating
session, in which the audience rates the presentation
based on various factors. The organisation that gets
the best rating from the audience earns a special
Certificate of Recognition.
During the last session, GMC Hospital Ajman won the
Certificate of Recognition for their best practice on
“Gathering Customer Needs & Expectations”.
95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and
only 5% tell customers what they are doing in response to what they heard.
– Gartner Group
Raising the bar.
Volume 1 (QUARTER 1, 2015)
Picture Gallery of the EBM Benchmarking Club Session on April 7, 2015.
Raising the bar.
Volume 1 (QUARTER 1, 2015)
Book Launch: “Delighting Customers Is…” by Gangadhar Krishna is a
collection of one-liners that delve into the philosophy of
customer service using illustrations. The author says that the
primary quality mandatory for good customer service is to have
the right attitude to deliver great and satisfying customer
experience. The ‘to serve’ mindset should be present in
everyone, from top to the bottom, in an organisation. Every
customer wants to be heard and understood. Hence,
communication with the customer is essential.
Customer Service Self Check: Take the test below to see how you fare on Customer Service:
1. We offer Value For Money to our Customers. Always / Sometimes / Rarely / Never
2. Our Products and Services are highly reliable. Always / Sometimes / Rarely / Never
3. We offer a happy customer experience. Always / Sometimes / Rarely / Never
4. Our staff is knowledgeable and motivated to be of service. Always / Sometimes / Rarely / Never
5. We strive to meet our Customers’ needs & expectations. Always / Sometimes / Rarely / Never
Courteous treatment will make a customer a walking advertisement.
– J. C. Penny
HUMOR
Raising the bar.
Volume 1 (QUARTER 1, 2015)
OPINIONS & COMMENTS ON THE EBM-BP PROGRAM
“I would like to congratulate the Dubai Quality
Award Office for introducing the EBM
Benchmarking Partners programme. It is a
commendable initiative, which will offer valuable
support to all organisations pursuing the Journey
to Excellence. It will provide important points of
reference against which to compare
performance, at average market or best in class
level, within and outside the organisation’s own
industry.”
Dr Laura Salasco,
Managing Director,
Synergy Performance
Middle East
We invite our members to send in their
contributions for future editions of the EBM-BP
Quarterly Newsletter. Those who are interested
in sending in their articles, quotes, information,
etc. may contact us via email on
newsletter@ebmbenchmarking.com.
You may also contact us on the same address if
you wish to place your advertisement here. For
rates, you may visit our website
(www.ebmbenchmarking.com) or send us an
email and we would be happy to revert with a
plan for you.
Until the next issue then…
From the EBM-BP Team
This newsletter is for private circulation only & not meant for public at large. No part may be reproduced or distributed in any
form without prior written consent from the Editor’s office.
ISO 10002:2004 (Quality management --
Customer satisfaction -- Guidelines for complaints
handling in organizations) at a glance: ISO 10002:2004 addresses the following aspects of complaints handling: -- enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service; -- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; -- recognizing and addressing the needs and expectations of complainants; -- providing complainants with an open, effective and easy-to-use complaints process; -- analysing and evaluating complaints in order to improve the product and customer service quality; -- auditing of the complaints-handling process; -- reviewing the effectiveness and efficiency of the complaints-handling process. (Source: http://www.iso.org/)
25 Of The Highest Rated Companies In Customer Service
(POSTED BY JOSEF ON APRIL 24, 2014 - MSN’s Customer
service survey of 2013) 25 Victoria’s Secret 24 Microsoft
23 Barnes & Noble 22 American Express
21 Netflix 20 Yahoo!
19 The Home Depot 18 Costco
17 Apple, Inc. 16 Petsmart
15 Subway 14 Kroger
13 Southwest 12 Publix
11 Sony 10 Lowe’s
9 Trader Joe’s 8 Samsung
7 State Farm 6 Google
5 FedEx 4 UPS
3 Hilton 2 Marriott
1 Amazon.com Source: http://list25.com/25-highest-rated-companies-customer-service
“Today it is important to satisfy your
stakeholders, reduce your unit or service cost
and, most importantly, to innovate to
succeed. Benchmarking, if performed
professionally, can drive the wheel of
innovation faster to reach the organizational
objectives.”
Abdulqader Obaid Ali President, The UAE Internal Audit Association (IIA-UAE)
“Since 1995, the DQA framework has helped
organizations increase productivity, improve
profitability, competitiveness and satisfy
customers & other stakeholders. To further
improve their business performance,
organizations in the region are continually
looking for benchmarks and seeking best
practices. To address this long felt need,
Benchmarking initiative launched by Business
Excellence Awards office, Dept. of Economic
Development, Dubai is much needed initiative.”
Sunil Thawani ASQ Fellow & Country Counsellor-UAE
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