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Gazeta Global is a periodic newsletter published by ASQ. Gazeta Global is distributed via email as a link to the PDF newsletter housed within the My ASQ (members only) area of www.asq.org. Gazeta Global is an exclusive benefit of ASQ members outside the United States. Please visit the website at: www.asq.org/members/news/newsletters/gazeta/index.html.
GAZETA GLOBAL Volume 30, Summer 2011
In This Issue:
People:Spotlight on Global Member Leaders 4
Global Fellow Awarded Ellis Island Medal 5
Mexico City LMC Chair Participates In Engineering Week 6
ASQ Member in South Africa Receives Quality Award 6
Of Interest:China-United States Quality Summit Held 7
Qatar LMC Conducts Seminar 8
ASQ and AQSIQ Representatives Sign MOU 9
Dubai Quality Group to Hold Symposium 9
Evolution of Quality in Dubaiby Indu Singhal
In 2005, I called one of the government departments in Dubai, United Arab Emirates (UAE), and asked to speak to someone in the quality department. Not fully comprehending what I was asking for, my call was directed to the business excellence department. That turned out to be a fortunate error for me because it got me talking to the awards office for the first time. After answering my other questions, those in the office asked me if I was interested in business excellence. To make a long story short, I got on board and have been part of the business excellence drive in Dubai ever since that phone call. Throughout the years, I have seen how organizations gear up to embrace quality initiatives in a bigger way. More and more organizations are investing in quality and establishing dedicated, full-time quality departments.
Role modelsThe models of excellence these organizations embrace vary, as do the parameters by which organizations measure their own business excellence. Some organizations opt for external business excellence recognition, such as the Dubai government-run business awards, including the Dubai Quality Award, Dubai Human Development Award (DHDDA) and Dubai Service Excellence Scheme. The Dubai government actively promotes business excellence, which has produced a sea change during recent years in the way most organizations in all sectors conduct business.This is evidenced by the dramatic rise in the number of organiza-tions that have shown interest in embracing widely accepted models of excellence. From 2005-2010,
2005
4.00
2006
4.33
2007
4.40
2008
4.53
2009
4.33
2010
4.80
4.33
2011(to date
andgrowing)
2006
19.449.3 58.0 66.7 80.0
2007 2008 2009 2010
91.3
2011
2005
3.67
2006
4
2007
3.87
2008
4.13
2009
4.07
2010
4.674
2011(to date
andgrowing)
2005
2009
1.87
2010
2
2008
1.27
7.00
2006
6.87
2007
6
2008
7.27
2009
8.33
2010
8.67 8
2011(to date
andgrowing)
Dubai Quality Awards (indexed)
Applicant trainees for DQA from organizations (indexed)
Total DQA assessors trained (indexed)
Growth in Dubai Human DevelopmentAward trainees (indexed)
Dubai Service Excellence Schememembers (indexed)
2
‘Ninety percent of
our trainees have
shown over 80%
satisfaction with our
training programs,
and about 85% of
them have even
implemented the
model in their
organizations.’
Dubai has witnessed a 20% growth in the number of organizations that have applied for government recognition through the Dubai Quality Awards.Additionally, the number of employees that have been sent on training programs for proper engagement with business excellence models also has shown a similar growth throughout the years—from 2005-2010, there was 27% growth.Likewise, the Dubai govern-ment has made strong efforts to engage its residents in its business excellence quest. The Business Excellence Center (BEC) of Dubai has actively trained a multitude of residents engaged in numerous business sectors all over Dubai on various excellence models and is training more every day. Several of these trainees take these models back to their respective organiza-tions and further propagate the business excellence culture.
Training on the riseFrom 2005-2010, there was a 24% growth in the number of residents trained in the European Foundation for Quality Management (EFQM) Excellence Model alone. This shows Dubai’s commitment to ensuring that quality is woven into the fabric of its business environment.“We try to focus on our training programs to ensure that all our trainees then become our ambas-sadors and propagate the EFQM Model of Business Excellence—not only to their own organizations, but also to those of others by word of mouth,” said Seema Sequeira, head of the excellence awards unit in the business excellence department in Dubai. “Ninety percent of our trainees have shown over 80% satisfaction with our training programs, and about 85% of them have even implemented the model in their orga-nizations, irrespective of whether or not they apply for the award itself,” she added. “This, to us, is a good indication of the success of our initiative to promote a culture of business excellence in the country.” Sequeira added that the BEC also has partnered with the American Productivity and Quality Center to provide a bench-marking report during the upcoming Share Best Practices Conference in October 2011. With this, they hope to empower businesses all over Dubai to ben-efit from the best-in-class organizations.
2005
4.00
2006
4.33
2007
4.40
2008
4.53
2009
4.33
2010
4.80
4.33
2011(to date
andgrowing)
2006
19.449.3 58.0 66.7 80.0
2007 2008 2009 2010
91.3
2011
2005
3.67
2006
4
2007
3.87
2008
4.13
2009
4.07
2010
4.674
2011(to date
andgrowing)
2005
2009
1.87
2010
2
2008
1.27
7.00
2006
6.87
2007
6
2008
7.27
2009
8.33
2010
8.67 8
2011(to date
andgrowing)
Dubai Quality Awards (indexed)
Applicant trainees for DQA from organizations (indexed)
Total DQA assessors trained (indexed)
Growth in Dubai Human DevelopmentAward trainees (indexed)
Dubai Service Excellence Schememembers (indexed)
2005
4.00
2006
4.33
2007
4.40
2008
4.53
2009
4.33
2010
4.80
4.33
2011(to date
andgrowing)
2006
19.449.3 58.0 66.7 80.0
2007 2008 2009 2010
91.3
2011
2005
3.67
2006
4
2007
3.87
2008
4.13
2009
4.07
2010
4.674
2011(to date
andgrowing)
2005
2009
1.87
2010
2
2008
1.27
7.00
2006
6.87
2007
6
2008
7.27
2009
8.33
2010
8.67 8
2011(to date
andgrowing)
Dubai Quality Awards (indexed)
Applicant trainees for DQA from organizations (indexed)
Total DQA assessors trained (indexed)
Growth in Dubai Human DevelopmentAward trainees (indexed)
Dubai Service Excellence Schememembers (indexed)
2005
4.00
2006
4.33
2007
4.40
2008
4.53
2009
4.33
2010
4.80
4.33
2011(to date
andgrowing)
2006
19.449.3 58.0 66.7 80.0
2007 2008 2009 2010
91.3
2011
2005
3.67
2006
4
2007
3.87
2008
4.13
2009
4.07
2010
4.674
2011(to date
andgrowing)
2005
2009
1.87
2010
2
2008
1.27
7.00
2006
6.87
2007
6
2008
7.27
2009
8.33
2010
8.67 8
2011(to date
andgrowing)
Dubai Quality Awards (indexed)
Applicant trainees for DQA from organizations (indexed)
Total DQA assessors trained (indexed)
Growth in Dubai Human DevelopmentAward trainees (indexed)
Dubai Service Excellence Schememembers (indexed)
3
Dubai has seen
a surge in all-
around quality
initiatives in all
facets, including the
government, private
organizations and
Dubai residents.
“Being a UAE national citizen and an ardent propagator of good HR practices, I would love to see more and more Emiratis taking up employment in varied sectors, such as government, semi-government and private sectors,” said Shaikha Ahmad Abdulrahman Al Bishri, acting director of the business excellence department in Dubai about the growth of the DHDA. “It would be most rewarding to see UAE nationals taking up careers in different areas such as administration, sales, marketing and technology.” Through the DHDA awards, Dubai has seen an increased focus on the need to develop its national population. Companies are encouraged to increase their initiatives to develop the UAE national, and these trends are on the rise.
Including serviceThe Dubai government has also emphasized the need for service excellence. To engage organiza-tions in this quest, the government has a Dubai Service Excellence Scheme in place. Herein, organiza-tions seeking such recognition are subjected to regular and frequent mystery shopping. “This award has seen a large growth in the number of members,” said Rashid Hazari, head of the business development and research unit of the business excellence division in Dubai. “From 2006, we have seen an over 370% growth in the number of organiza-tions being mystery shopped. There is a growing awareness of the importance of good customer service in the region.” Hazari added they are conducting more than 6,000 surveys each year to ensure the best possible service is extended to customers in Dubai. About 200 brands are assessed each year through this government initiative. Mystery shoppers are regularly assessed to ensure they give valuable feedback reports and that their good work is rewarded.Evidenced by initiatives such as these, Dubai has seen a surge in all-around quality initiatives in all facets, including the government, private organizations and Dubai residents.Please note: All figures shown in the graphs have been indexed to maintain confidentiality of the data. All figures used in this article are based on the data obtained from the Business Excellence Department of Dubai (United Arab Emirates).
Indu Singhal is a qualified engineer and a business management post-graduate student. For almost 20 years, she has been heading the EBM group of com-panies—Visual Ace Business Solutions and Emirates Business Management International Consultants—in Dubai. Singhal is a qualified senior assessor and team leader for the Dubai Quality Award, as well as the Dubai Human Development Award. Her experience as a management consultant has led her
to successfully undertake business development projects for various organizations with the principle responsibility of designing, developing, implementing and maintaining improved quality systems and business processes.
2005
4.00
2006
4.33
2007
4.40
2008
4.53
2009
4.33
2010
4.80
4.33
2011(to date
andgrowing)
2006
19.449.3 58.0 66.7 80.0
2007 2008 2009 2010
91.3
2011
2005
3.67
2006
4
2007
3.87
2008
4.13
2009
4.07
2010
4.674
2011(to date
andgrowing)
2005
2009
1.87
2010
2
2008
1.27
7.00
2006
6.87
2007
6
2008
7.27
2009
8.33
2010
8.67 8
2011(to date
andgrowing)
Dubai Quality Awards (indexed)
Applicant trainees for DQA from organizations (indexed)
Total DQA assessors trained (indexed)
Growth in Dubai Human DevelopmentAward trainees (indexed)
Dubai Service Excellence Schememembers (indexed)
4
ASQ is the
world’s leading
community of
people passionate
about quality—
experienced
individuals who
strive for continual
improvement and
help each other
achieve it.
PEOPLE
Spotlight on Global Member LeadersFor this new Gazeta Global feature, we’ll feature three global member leaders in each issue of the newsletter. We’ll highlight each leader’s accomplishments and contributions to quality.
César Eduardo Díaz GuevaraASQ Country Counselor for Ecuador, ASQ member for 15 years and senior member. How do you contribute to quality? For the last 19 years, I have been working as a quality and strategy management consultant in more than 250 Latin American companies. I am a member of e-commerce standard group ISO TC 176, SC3 WG17.I am participating through the International Institute for Languages and Cultures (México) in standards and sup-port documents development (ISO 9000 TC176, ISO 26000 TCSR). I am a member of the Ecuadorian Accreditation Body Technical Committees (quality systems certi-fications and people certification).I am an international speaker in México, Chile, El Salvador and Colombia. I am a quality and strategy teacher at the master’s level at several Ecuadorian universities. Lastly, I am involved in ASQ’s Influential Voices program, and I am always eager to learn and share quality ideas.What do you hope to accomplish during your time as Country Counselor? I hope to be the face of ASQ in Ecuador, attract more members, continue dissemi-nating ASQ’s information among my contacts in different workshops, promote student memberships and take advantage of the activities in which I can participate as a speaker abroad to promote ASQ.
Raúl MolteniASQ Country Counselor for Argentina, ASQ member for 24 years, fellow member and International Academy for Quality Associate member.How do you contribute to quality? I am well known for spreading and applying the best quality management practices in Argentina and other South American countries.I am recognized as a leader in lean, lean Six Sigma and change management techniques, and for creating national and regional awareness for improvement. I helped create the Argentine and Paraguayan National Quality Awards, and was champion of quality circles, TRIZ, benchmarking, failure mode and effects analysis, quality function deployment, and other quality and management techniques.What do you hope to accomplish during your time as Country Counselor? The main objective is to spread ASQ’s services in Argentina and increase the number of members. This includes promoting ASQ activities beyond ASQ communications, the
5
ASQ brings
together the people,
ideas and tools that
make our world
work better.
annual International Team Excellence Award and ASQ certifications. Additionally, I hope to get in touch with all ASQ members in Argentina at least once a month. I also work jointly with Instituto Profesional Argentino para la Calidad y la Excelencia, an ASQ World Partner. I act as Technical Director, and I helped create the Argentine National Team Excellence Award using the same criteria used for the ASQ International Team Excellence Award. The gold, silver and bronze recipients compete in the prelimi-nary and final rounds of ASQ’s International Team Excellence Award competition. Some of these teams received the 2010 and 2011 gold awards, and the 2011 bronze. This allowed us to have more people from Argentina attend ASQ’s World Conference on Quality and Improvement. Lastly, we promote certifications in every national quality event, and the certification programs continue to grow.
Saleh Khaled AlmubayedhASQ Country Counselor for Saudi Arabia, ASQ member for 24 years and senior member. How do you contribute to quality? I provide guidance, consultations and recommendations on quality-related activities and issues. Additionally, I help others by mentoring and advancing quality in the business and community sectors.What do you hope to accomplish during your time as Country Counselor? I hope to continue providing public awareness of the benefits of ASQ certifications and associated ASQ training, and proctor ASQ exams and training programs for quality awards.
Global Fellow Awarded Ellis Island MedalManu K. Vora, an ASQ fellow who has served on the ASQ Board of Directors, has been named a recipient of the Ellis Island Medal of Honor, an award that recognizes the immigrant experience and individual achievement. Vora received the medal during a ceremony in May on Ellis Island in New York. He is chairman and president of Business Excellence Inc., a quality management consult-ing firm in Naperville, IL. He is also the founding director and president of the Blind Foundation for India, which has raised more than $3.5 million since 1989.In addition to this honor, Vora has also been honored with ASQ’s Distinguished Service Medal, Grant Medal and Lancaster Medal. He is an ASQ-certified quality engineer.The National Ethnic Coalition of Organizations (NECO) sponsors the Ellis Island Medal of Honor, which has 102 recipients this year and more than 1,600 since the award’s inception in 1986. NECO’s mission is to honor the country’s diverse past, advocate for positive change in the present and build strong leaders for the future.
6
Quality is critically
important; it is
how organizations
and communities
improve themselves
and the products,
services and
experiences we rely
on for our safety,
health and daily
lives.
Mexico City LMC Chair Participates In Engineering WeekCarlos González, chairman of the Mexico City ASQ Local Member Community, was invited to participate as speaker during the Universidad Autónoma Metropolitana-Azcapotzalco’s engineering week. Industrial engineering professors and students participated in the event, which was held May 20. Industrial engineering profes-sors Brenda Bravo’s and Miguel Angel López’s work with the design and innovation of proj-ects supported the event. González talked about his experience as an ASQ member, as well as ASQ activities and events in Mexico City. He also presented a case of study about applying Six Sigma concepts in an assembly line and how the method helped reduce waste.
ASQ Member in South Africa Receives Quality AwardPaul Harding, managing director for the South African Quality Institute (SAQI), recently received the 2011 South African National Quality Champion Award for the big-gest contribution to promoting quality in South Africa. The award was presented by Rob Davies, South African minister of trade and industry.According to an article in the SAQI newsletter e-Quality Edge, Harding began working for SAQI on a three-month contract after setting up his own consulting company, Tri Q Cooperation. During his 2-1/2 years as managing direc-tor, Harding has tripled the organization’s membership and continues to spread the word about quality.
CHAIRMAN OF THE ASQ Mexico City Local Member Community Carlos González (left) spoke at the Universidad Autónoma Metropolitana’s engineering week event, in which professors Marta Hanel and Jesús Loyo Quijada also participated.
ASQ GLOBAL MEMBER Paul Harding (left) recently received the 2011 South African National Quality Champion Award, which Rob Davies, minister of trade and industry, presented to him.
7
Joining the ASQ
global quality
community gives
you a strong
competitive
advantage. It sets
you apart from
others, signals your
commitment to
quality and gives
you access to a
global network
of experts and
resources.
OF INTEREST
China-United States Quality Summit HeldThe first China-United States Quality Summit was held March 24-25 in Shenzhen. The event was supported and guided by the Administration of Quality Supervision, Inspection and Quarantine; People’s Government of Shenzhen Municipality; ASQ China; and the Shenzhen Association of Quality. The purpose of the event, which included an economic dialogue and a discussion of the quality communication culture, was threefold: 1. Build the quality communication platform between the United States and China. 2. Promote the understanding of quality management concepts, methods and tools. 3. Introduce the advanced U.S. quality management theory to China. Chinese quality management and Western-developed quality management held impor-tant roles in this forum, which was designed to discuss and research hot topics, as well as develop quality management trends. Several quality leaders attended the opening ceremony March 24 and made speeches, including:• PeterAndres,formerASQchair.• E.DavidSpong,pastASQchair.• GangZhang,generaladministrationchiefengineerattheAdministrationof
Quality Supervision, Inspection and Quarantine. • WenyiChe,routineassistantdirectorattheCertificationandAccreditation
Administration. • YoujunXu,director-generalattheMarketSupervisionAdministrationofthe
Shenzhen municipality. • FeiSheng,directoroftheaccreditationdepartmentattheCertificationand
Accreditation Administration. • BoyangHui,deputydirectorofqualitymanagementattheAdministrationof
Quality Supervision, Inspection and Quarantine. • ZhizhengLang,professoratBeijingInstituteofTechnology,boardmemberof
the Chinese State Department and quality expert. • ZongboZhao,secretary-generaloftheChinaCertificationandAccreditation
Association.During the two-day summit, experts from the United States and China discussed quality strategy, corporate social responsibility, product safety and reliability, the Malcolm Baldrige National Quality Award and the application of performance excellence models, automobile and equipment manufacturing, consumer-electronics products, IT communication, quality management and service.During the event, the ASQ China International Team Excellence Award ceremony was held, at which Amway China earned the gold prize for its inventory management project.In this age of globalization, there is no doubt that an effective way for China to learn quality management is to take cues from developed countries. The quality management
8
ASQ and its
members are
building the
future of quality,
advancing the
best insights, and
investing in the
ideas and tools that
will help us meet
tomorrow’s critical
challenges.
experience of those countries makes them a vast knowledge base to those pursuing qual-ity management and will be a great advantage to the steady, sustained, rapid and sound development of quality manage-ment. Therefore, to accelerate the growth of Chinese quality management, a comprehensive, systemic and long-acting qual-ity communication model with an interface between China and foreign counties is needed.
Qatar LMC Conducts Seminar by Mohamed Helaly, ASQ Country Counselor for Qatar, chairman of the ASQ Qatar Local Member Community
In July, ASQ’s Local Member Community (LMC) in Qatar held a technical seminar about two important, newly evolved management systems—information security and business continuity. Qatargas Operating Company Ltd., one of two ASQ organization members in Qatar, generously hosted the seminar at its Doha headquarters as part of the company’s efforts to assist the new quality community. Peter Beck—Qatargas’ head of quality and chair-person of the LMC’s education, certification and events committee—welcomed the gathering’s attendees and facilitated the meeting. Additionally, I briefed the attend-ees about ASQ’s vision, mission and operational goals, and introduced the LMC’s board members. Marwan Aridi, BSI Management Systems Qatar Branch manager, introduced the speaker, briefed the attendees about the themes and explained the importance of their implementation in different types of businesses. Additionally, William P. Maxwell was the event’s guest speaker. Maxwell is an approved BSI tutor and senior vice president of Consult2Comply Co., a U.S.-based security consultancy and services firm. The bulk of the event focused on business continuity management and information security management.
One of the first LMCs in the Middle EastThe Qatar LMC was one of the first ASQ LMCs in the region. In November 2010, a team of 20 quality professionals volunteered to set the community’s governance and business plans, and select the officers. The LMC was approved by the ASQ Global Advisory Committee in April. LMC Qatar set the following operational mission for itself:• ProvidethebestopportunitiestoallqualityprofessionalslivinginQatarwho
seek quality education, training, certification, knowledge and networking.• Makequalityabusinesspriorityandanorganizationalimperativewithinthe
state of Qatar.• SupporttheStateofQatar’s2030visionbydevelopingbusinessesandQatari
nationals in the quality field.
THE CHINA-UNITED States Quality Summit was held March 24-25 in Shenzhen.
9
EditorBrett Krzykowski
Contributing EditorMark Edmund
ContributorsSaleh Khaled AlmubayedhCarlos GonzálezCésar Eduardo Díaz GuevaraPaul HardingMohamed HelalyRaúl MolteniIndu SinghalManu K. Vora
Production AdministratorCathy Milquet
Digital Production SpecialistLaura Franceschi
Editorial Contributions and FeedbackSubmit case studies or international quality-related articles you would like considered for publication to [email protected], attention: editor.
Submissions should be in Microsoft Word or plain text format with a word count limit of 800. Include your name, contact information with country name and a brief author biography.
Reprints and PermissionsFor all permissions and reprints please contact [email protected].
©2011 by ASQ
ASQ and AQSIQ Representatives Sign MOUAt the World Conference on Quality and Improvement in May, representatives from ASQ signed a memorandum of understanding (MOU) with representatives from the quality management department of the General Administration of Quality Supervision, Inspection and Quarantine (AQSIQ) of the People’s Republic of China. The MOU will work to: • Promoteandconsolidate
the communication and cooperation in the field of quality management.
• Allowajointstudyoftheinternational development trend of quality management, as well as the development trends of China and the United States.
• Extendadvancedqualitymanagement concepts, meth-ods, tools and techniques.
• Promotethemutualexchange and technical training of quality manage-ment personnel.
• Promotethecommuni-cation and cooperation between China and the United States in the area of quality management.
Dubai Quality Group to Hold SymposiumIn celebration of World Quality Month, the Dubai Quality Group (DQG) will once again conduct an annual Continual Improvement and Innovation Symposium. The third annual event will take place in Dubai on November 17, 2011. United Arab Emirates Country Counselor Sunil Thawani is serving as chair of the event.The highlights of the symposium include: • Livepresentationsofcasestudiesthatusebreakthroughprocessimprovementstrate-
gies and methods; kaizen; and innovation of products, services and processes.• Qualityquizteamcompetitions.• AkeynotespeechbyStephenHacker,ASQglobaladvisorychair.
ASQ members may register for this event at the DQG member rate. For more informa-tion, visit www.dqg.org or send an email to Mrs. Dima Ziad at [email protected].
MANY REPRESENTATIVES FROM ASQ and the General Administration of Quality Supervision, Inspection and Quarantine (AQSIQ) were at the memorandum of understanding signing event, including (from left, standing) Zhang Jicong, son of Zhang Gang; Yin Rongwu, secretary-general of China Trade Association for Anti-Counterfeiting; Wang Haidong, director of the AQSIQ’s department of quality management; Zhang Gang, chief engineer of AQSIQ; Peter Andres, former ASQ chair of the board; E. David Spong, ASQ past chair; John Fowler, ASQ Global managing director; Kevin Wu, former ASQ China manager; (seated from left) Tian Shihong, director-general of AQSIQ’s department of quality management; and Paul Borwaski, ASQ CEO.
