Quality_Management

7/30/2019 Quality_Management

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Quality Management Principles

Final Project: Quality Management at Work

Prepared By:

Abdulla Ali Al Awaadi – 200209670

Ibrahim Juma Al Marashda - 990003709

Instructor:

Itihad Al Amr - H00004602



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:: Table of Content ::

Project Description .................................................................................................................. 3

About the Company ................................................................................................................. 4

Vision of FGB ......................................................................................................................... 4

Core Aim/Core Value .............................................................................................................. 5

Organization Structure ............................................................................................................ 6

Service & Products with FGB.................................................................................................. 7

Nature of Service/Products: .................................................................................................... 7

Why/How FGB improves Quality: ........................................................................................... 7

Multicultural Issues.................................................................................................................. 8

Is FGB Multicultural nature? ................................................................................................... 8

Positive/Negative effects: ....................................................................................................... 8

Customer Focus....................................................................................................................... 9

Leadership / Management ....................................................................................................... 9

Decision Making: .................................................................................................................... 9

Trust & Fear: .......................................................................................................................... 9

Leadership Practiced: ............................................................................................................10

Quality Services ......................................................................................................................10

Quality Policy .........................................................................................................................11

Quality Scope ........................................................................................................................11

First Quality Samples .............................................................................................................12

Sample#1: Weekly First Quality Quizzes. ..............................................................................12

Sample#2: Service Standard. ................................................................................................12

Sample#3: Internal Customer Satisfaction Survey. ................................................................12

Process Approach ..................................................................................................................14

International Standards ..........................................................................................................14

What was learned .. ?! ............................................................................................................15

Suggestions & Recommendation ..........................................................................................15

Conclusion ..............................................................................................................................15

Bibliography............................................................................................................................16

Websites: ..............................................................................................................................16

Books & PowerPoint: .............................................................................................................16

Personal Interview: ................................................................................................................................. 16



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Project Description: As one of the leading banks in the UAE, First Gulf Bank (FGB) has Shareholder Equity

of over AED20 billion making it one of the largest equity based bank in the UAE.

Established in 1979 and headquartered in the UAE capital Abu Dhabi, the bank

provides financial services in various business and industrial areas with a wide networkof branches across the Emirates. Under a visionary leadership, expert management and

a professional, committed and talented team the bank maintains a strong flexible

synergy that fosters sustained growth.

This report will describe and define the services/products that First Gulf Bank deals

with, the effectiveness of Multicultural in both positive and negative ways, how company

meets improve customer satisfactions, Leadership type applied and different methods

applied and implemented to achieve and maximize the quality value.

To achieve the targets and objectives of this report, several interviews and researches

were done since March, 2009. Interviews include some top management from different

department of the bank. In addition to that, some useful information is available in the

company booklet, website and internal memo.

This report is written by:

-

-



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About the Company:

First Gulf Bank (FGB) is one of the leading banks in the UAE. It provides financial

services across the nation with a wide network of branches in different business and

industrial areas like Abu Dhabi, Dubai, Sharjah, Ajman, Fujairah and Al Ain.

Vision of FGB

First Gulf Bank’s vision is to be the world class organization, maximizing value to all

stakeholders. First Gulf Bank is one of the leading financial institutes in the UAE. One of

the key success factors of this achievement is the focus on employees. First Gulf Bank

has always followed the strategy of recruiting talented individuals and creating

appropriate work environment to be creative, innovative, committed and focused on

continuous improvement.

To sustain leadership and success, one of First Gulf Bank’s priorities is to recruit young

UAE nationals and develop their skills and knowledge to become future leaders. The

bank focuses in recruiting talent with the right attitude and investing in numerous

training programs to help improve employee skills.

This has driven the bank to evolve a unique and effective training program called

‘Tatweer’. Tatweer is the result of First Gulf Bank’s determined effort identifies train and

retains the finest talent among UAE nationals for leadership roles in the bank. It

includes mentoring programs, individual development plan, career development centre

and job enrichment opportunities for every new recruit.



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Core Aim/Core Value

Backed by a philosophy of providing and optimizing shareholder, customer and

employee value, the bank’s core aim is: “To be a world class organization, maximizing

value for all stakeholders “. Regarding the core Values, FGB concentrate on:

People Focused: In line with its belief that people drive excellence and make thedifference, First Gulf Bank creates opportunities to challenge its work force andempower it to grow and become world-class.

Trust & Integrity: At First Gulf Bank, trust and integrity are inherent ethics.Whether it is interaction with colleagues, customers, partners or stakeholders,the bank builds mutually beneficial and enduring relationships by adhering tothese corporate principles.

Pursuit of Innovation: First Gulf Bank continuously pursues innovation in thequest to deliver better products and services. It encourages new ideas to spur change and exceed customer expectations.

Passion to Excel: First Gulf Bank is driven by a passion to excel in all it doeswith the ultimate aim of being truly a world-class organization with an unwaveringcommitment to global service standards.



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Organization Structure

The structure of organization of the First Gulf Bank is consisting of Board Directors &

Senior Management. Board of Director shall include the following:

- H.H Shaikh Hazza Bin Zayed (Chairman).

- H.H Shaikh Tahnoon Bin Zayed (Vice-Chairman).

- H.E Abdulhamid Mohammed Saeed – Managing Director.

- H.E Ahmed Ali Al Sayegh – Board Member.

- H.E Khaldoon Khalifa Al Mubarak – Board Member.

- H.E Khadem Abdulla Al Qubaisi – Board Member.

- H.E Dhafer Sahmi Al Ahbabi – Board Member.

The senior management of the First Gulf Bank is consisting of the Managing Director,

Chief Executive Officer and the Heads of all Departments. Senior Management include

the following:

- Abdulhamid Mohammed Saeed – Managing Director.

- Andre Sayegh – Chief Executive Officer.

- George Abraham – Head of Corporate Banking.

- Amit Wanchoo - Head of Retail Banking.

- Shafiqur Rahman – SRVP Syndication / MNC.

- Gopi Krishna - Head of Human Resource.

- Arif Shaikh – Chief Credit & Risk officer.

- Karim Karoui - Head of Finance Control.

- Zulfiquar Sulaiman – Business Support Director.

- Nadeem Siddiqui –

Head of International Business.- Hana Al Rostamani – Head of Strategic Planning.



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Service & Products with FGB:

Nature of Service/Products:

First Gulf Bank is providing various services and products to his customer. In line with

his core value to focus on customer & all stakeholders, FGB services and productscould be grouped as following:

Corporate Banking: Corporate Banking clients of the bank are serviced byqualified and specialized relationship teams which includes RelationshipManagers, Product & Industry Specialists. This assists FGB in offering costeffective customized solutions which are relevant, enhance efficiency andimprove quality.

Retail Banking: At First Gulf Bank, our customers always come first. That’s whywe continuously upgrade our products and services to enhance your comfort and

convenience, ensuring that your every banking need is met. So, whether it’sstandard banking services or customized products you’re looking for, we haveone that’s right for you. A state of the art 24/7 Call Centre and a network of ATMsand branches in the UAE, ensure that First Gulf Bank is always at your service.

Treasury & Investments: In today’s dynamic wor ld with its financialcomplexities, it is imperative that you have access to innovative, cutting edgefinancing and risk management solutions that are tailor-made to suit your needs,and an attractive range of diversified investment options backed by world-classexpertise and experience.

Real Estate: Green Emirates Properties was established as a continuation of thereal estate department of ‘First Gulf Bank’, which started a decade ago offeringreal estate solutions, management and leasing services.

Why/How FGB improves Quality:

At First Gulf Bank, we believe that in a competitive environment, 'Service Quality' is akey differentiator, that helps build loyalty. It is our endeavor to ensure customer satisfaction by delivering excellence in service to each one of our customers. Wecontinuously seek to add value to each customer interaction and push the limits of our

performance to exceed customer expectations. With this focus, we have established adedicated Service Quality Department which aims at 'Making our Customers Winners'.

In its quest to achieve this, the department's mission encompasses building a culturethat fixes problems and gets quality right, the first time. The Unit plays critical role of aChange Agent and is also instrumental in maintaining the Quality Management Systemswithin the Bank. It also facilitates Process Improvement Initiatives and Strategic Projects



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which impact Reduction in Reworks and Turn Around Time, Productivity Enhancement,Customer Satisfaction and Employee Satisfaction.

Multicultural Issues: Enviroment

Multicultural Organization means: Where employees of varied backgrounds, cultures,ethnicities, and experiences can contribute freely, and achieve their individual potentials

for their own and their organization's benefit.

Is FGB Multicultural nature?

Yes it is. First Gulf Bank contributes from collection of different employee’s culturewhere it could be also different religion, experiences and ethnicities. This mixure hasboth positive and negative effects on the organization.

Positive/Negative effects:

Very often competitive advantages are listed as human resources, processes, products,financial means, knowledge, and the list continues. Multiculturalism has been seen tobe more and more advantageous, especially if it is understood as diversity.

Multicultural corporate climate brings about diversity. This is especially important toglobal teams for two main reasons. First, cultural differences provide the greatestpotential to hinder effective interaction within teams. Culture is a society’s or definedgroup’s assumptions and norms for how people interact with each other and

approaches what they do. Each society develops a different set of assumptions andnorms under which to operate, and different professions, functions, and even genderswithin a society or organization can have different cultures themselves.



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Customer Focus:

First Gulf Bank keeps trying to improve the customer satisfaction, needs and loyalty.

Customer needs and satisfaction can be achieved by following the next points:

- Providing better services.

- Adhering to the agreed SLA (Service Level Management).- In case of any special kind of request, ensure that proper procell is set

up to adhere to such request.

- Providing products, designing products as per customer requirements.

Leadership / Management:

Management is the core part of First Gulf Bank. All decisions and guidelines should

come through the top management level.

Decision Making:

In some critical cases, the top management should make the right decision on the right

time which might affect the future revenue or reputation of the bank. So, the guidelines

come from the senior management to the heads of all departments who are responsible

to reflect the same in their own department.

Trust & Fear:

Establish the trust and eliminate the fear can be done by following these steps:

- Keeping the promise for all stakeholders.

- Encourage employees.

- Giving employees more rights and responsibilities.

- Awarding & appreciating.



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Leadership Practiced:

There are four types of leaderships in general. Autocratic where leaders make decision

without reference to anyone, Democratic where leaders encourage making decision

from different perspective, Laissez Faire where leadership responsibilities are shared

by all, paternalistic where leaders makes decision but may consult.

In First Gulf Bank, I think Laissez Faire is the main leadership type practiced. FGB givesyou more freedom to take decision related to your work and department. This is could

help your building the trust and eliminate the fears. In addition, this type of leader gives

your opportunity to communicate easily with the management, since there are no

barriers or restrictions.

Quality Services:

Today, Service Quality has become an integral part for any banking institution. Servicequality is set independently with an overall strategy to ensure consistent high qualityservice delivery to customers. In addition, the unit strives to continuously improve theBank’s processes to ensure efficient service delivery turnaround time to customers aswell as to minimize errors and defects.

The unit assists each department in setting goals on service delivery to customers, aswell as looking at ways to improve processes. The department also checks the Bank’sperformance through customer satisfaction surveys.

Service Quality is a challenging area where customer satisfaction is of criticalimportance. To know more about Service Quality please follow the ‘Slide Show’ link onthis page.



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Quality Policy

“ At First Gulf Bank we believe that the main source and generator of excellence are our employees. We maximize the most of our capital and resources to create value for our Shareholders, Customers, and Employees. Through our people, who are our mainassets, we aim to exceed the expectation of our Stakeholders and Delight them. FGB iscommitted to provide customers with superior service. Our frame of operations is qualitydriven. We adopt the best business excellence models and continuously improve our pr ocesses to become best in class “.

Quality Scope

This report has been prepared to define the quality system, establish responsibilities of the personnel affected by the system, and to provide general procedures for all activitiescomprising the quality system. Quality Management system covers all activities andpersonnel involved in the provision of the services mentioned below:

Current Account

Saving Account

Time Deposit Credit Card

Loans

Corporate Finance

Real Estate Finance

Lending against shares

Leverage for IPO’s

Alternative investment

Margin trading

International equities

Money Market

Fx Trading & Advisory Remote Banking Channels



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First Quality Samples:

In this section, different samples of will be present to show and proof the First Quality

Quizzes which already launch in First Gulf Bank.

Sample#1: Weekly First Quality Quizzes.

Sample#2: Service Standard.



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Sample#3: Internal Customer Satisfaction Survey.



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Process Approach:

First Quality Exercises, which applied in First Gulf Bank, is a big example of successful

approach implemented. This is compilation set of rules, regulation and Standard

Operational Procedures. The management can guide the departments toward achieving

the desired results for the same department or organization.

In order to obtain and implement high quality services in First Gulf Bank, The following

points should be taken in consideration:

- Standard Operational Procedures in Place.

- Employee’s Job Description is clear and easily understandable.

- Rules and regulations in order.

First Gulf Bank analysis and measure the capability of activities against the Standard

Operational Procedures (SOP) and Service Level Agreement (SLA) that set:

- Turn Around Time (TAT).- End Result.

- Good audit Comments.

International Standards:

First Gulf Bank has the distinction of being the first bank in the UAE to have allDepartments fully ISO 9001: 2000 certified. The Bank also received the Dubai Quality

Award in 2001 for Banking and Finance and the Shaikh Khalifa Excellence Award in2002 for the Finance Sector.

Not one to rest on its laurels, the bank continues in its quality initiatives to deliver

excellence in service to each one of its customers.



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What was learned .. ?!

The benefit from this project for us as individual is huge. We learned many things which

might help us in future. Initially, we learned how to delegate specific task for each

member of the group. This is decided after a meeting and setting the overall objectives

and points which should be covered in this report.

Another advantage we learned from this project is how to prepare your-self and the

questions’ paper before meeting with the concern person. You might meet senior

manager, assistance Vice-President or even higher. So, you have to be well prepared

and organized.

Time management also important and you should have time management skills. As

mentioned before, your interview might be with one of the top management personal,

who already has a busy schedule. At such cases, the time management is critical point.

One last advantage is how to work individually. It seems to be strange when the report

is written by two members. Actually I could manage more time than Ibrahim to meet,

interview, discuss and gather information from FGB since I’m employed there. So, more

often I have to meet with the concern person and share the summary of the interview at

the end with Ibrahim.

Suggestions & Recommendation:

During the last 10 weeks which had been used to gather analysis and segregate all

information, few points should be under consideration to improve the quality of the

services and product provided by First Gulf Bank. These points are:

- Make monthly courses for quality assurance.

- Enable online customer satisfaction’s survey.

- Increase the performance of weekly First Quality Quizzes.

Conclusion:

In conclusion, First Gulf Bank has complete good approach to implement the rightquality service in all departments. It has the distinction of being the first bank in the UAEto have all Departments fully ISO 9001: 2000 certified so; it is big challenge to keep this

high level in upcoming years.



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Bibliography:

Our references consist of three major channels; websites, books & power points andpersonal interview. Kindly find below all the references we used in this report:

Websites:

- First Gulf Bank Official Sitewww.fgb.ae

- FGB Internal EntranetFGBNET

- Wikipediahttp://en.wikipedia.org/wiki/Quality_management

Books & PowerPoint:

- FGB 2009 Booklet<Nurturing tomorrow’s Leaders>

- Leadership Types<ITEC287 - Course PowerPoint>

Personal Interview:

- AVP Corporate Customer ServicesSeetharaman Rao

- Senior Manager Corporate Customer ServicesVenkat Jarakarijan

- Senior Officer Corporate Customer ServicesMinnie Jacub

- Senior Manager Quality ServicesRedha Abdul Aziz

- Officer Quality ServicesHanan Mohamed

http://www.fgb.ae/

http://www.fgb.ae/

http://en.wikipedia.org/wiki/Quality_management



http://www.fgb.ae/

Quality_Management

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