"Benchmarking - the UAE Style" by Zillay Ahmed

"Benchmarking - the UAE Style" by Zillay Ahmed

• 1.
  Benchmarking UAE Style Presentationat 6th International Benchmarking Conference 6-7th March 2012, Dubai by Zillay Ahmed, ADSSC
• 2.
  Agenda  Need  Approach  Solution  Timelines  Process  Challenges  Benefits
• 3.
  The Need  Organizational Excellence  DQA, SKEA, Government Excellence Awards  Absence of industry led associations and/or trade bodies  Lack of regional and/or UAE specific benchmarks
• 4.
  The Approach  Develop Concept Paper  Solicit Internal buy-in  Seek External buy-in  Kick-off  Identify areas of improvement  Prioritize  Launch
• 5.
  The Solution  Diverse business segments  Transparent selection criterion  Cap on number of partners  One process, two sessions  Report back  Measurement and benchmarking
• 6.
  The Timelines  Concept paper and methodology – M1  Internal selling – M2  External selling – M3 to M5  Project launch – M6  Cycle I – 4 processes, 6 months  Report back – M7
• 7.
  The Process  Kick-off attended by 12 CEO/GMs’  Agreement on 3-4 areas of interest  Formation of Working Teams (WTs)  4-paralell WTs projects  Monthly meetings  Presentation of best-of-the-best process model at Report back by WTs
• 8.
  1st UAE BenchmarkingProject Steering Group 1. Michael Tomalin, NBAD 2. Ismail Ali A Banna, DNATA 3. Mishal Kanoo, KANOO Group 4. Hamdi Osman, FEDEX 5. Haroon Siddiqui, Emirates Flight Catering 6. Marc Dardenne, Ritz Carlton 7. John Boardman, DUBAL 8. Mohamed Salem AlDhaheri, ADNATCO 9. Saif A. Al Ghafli, FERTIL 10. Jamal Majed Bin Thaniah, Dubai Ports Authority 11. Nasser Al Nowais, Rotana Hotels 12. Nabeel Malik, Citibank
• 9.
  Cycle I Participants 1. National Bank of Abu Dhabi 2. DNATA 3. CITIBANK 4. Ritz Carlton hotel 5. Federal Express 6. Emirates Flight Catering company 7. The KANOO Group 8. Ruwais Fertilizer Industries (FERTIL) 9. ADNATCO 10. Rotana Hotels
• 10.
  Cycle I Processes  Employee Satisfaction  Training Needs Analysis  Measuring Customer Satisfaction  Managing Customer Diversity
• 11.
  Cycle II Participants 1. National Bank of Abu Dhabi 2. The KANOO Group 3. DNATA 4. Emirates Flight Catering Co. 5. FEDEX 6. ADNATCO 7. DUBAL 8. DUCAB 9. Abu Dhabi Commercial Bank 10. Al Naboodah Engineering Services 11. Dubai Port Authority
• 12.
  Cycle II Processes  Corporate Social Responsibility  Strategic Management  Customer Relationship Management  Recruitment
• 13.
  Example - CRM  Strategic issues  Best Practices  Generic  Industrial products  Consumer products/service  CRM Index
• 14.
  Strategic Issues  Understanding markets  Understanding customer needs / expectations / requirements  Competitive pricing intelligence  Product portfolio  Technology
• 15.
  Best Practices –Generic  Customer surveys  Web based connectivity  Complaints and compliments handling process  Proactive customer communication  Customer awards and appreciations  CRM scorecards / KPIs  CRM ERP
• 16.
  Best Practices –Industrial  Service level agreements  Collaboration Projects  Training customers  Frequent customer visits  Joint planning  Customer audits  Selling solution instead of products / services
• 17.
  Best Practices –Consumer  Call center / contact center  Help desk  Customer focus groups  Customer loyalty programs  1-window service  Estimating life cycle value of customers  Cross selling
• 18.
  CRM Index -sample  Customer appreciations  Customer complaint resolution (specified timeline)  Market share  Customer loyalty 20-50%  New customers  New products 10%  Customer visits / calls  Customer satisfaction index 10%  Reduction in customer attrition
• 19.
  Challenges  Time management  Commitment from partners (WT level)  Coordination and planning  Organizational buy-in and implementation of new processes  Internal performance measurement
• 20.
  Benefits  Knowledge sharing  Networking  Standardized processes  Uniform indicators for benchmarking  Baseline for future improvement  No consultancy costs
• 21.
  Thank you “What wethink, we become” - Buddah.