Raising the bar. - dubaided.ae · Raising the bar. ... ISO 10002:2004 addresses the following aspects of complaints handling: -- enhancing customer satisfaction by creating a

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

[email protected].

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