Share Best Practice Conference & Exhibition 2013
Implementing Integrated Management System to
Drive Business Excellence
29th September 2013
Union National Bank
UAE
Union Brokerage Company
Al Wifaq Finance Company
Injaz Marketing Management
Region / Other Countries
Egypt
Qatar
Kuwait
Shanghai Rep. Office
UNB Group
Vision & Mission
Vision (2010 – 2018)
• To be the best in class for the banking industry in the UAE.
Mission (2013 – 2015)
• Through innovation, staff well-being and outstanding customer
service, we will grow shareholder value and maintain our
financial stability
Shared Core Values
• Customer Focus
• Nurturing Staff
• Integrity and Transparency
• Team Spirit
• Continuous Improvement
• Best Practice
• Responsible Community Membership
About UNB
• Union National Bank (UNB) is incorporated as a public joint stock company in the Emirate of Abu Dhabi under an Emiri Decree in 1982
• UNB has the honour of having H.H. Sheikh Nahayan Mabarak Al Nahayan, Minister of Culture, Youth & Community Development, as its Chairman
• UNB is the only Bank in the UAE, with shareholding from the Governments of Abu Dhabi and Dubai.
– 60 % Government
• 50% Abu Dhabi Investment Council
• 10% Investment Corporation of Dubai
– 40% Public (Local and Expatriate).
• UNB has a staff strength of over 1600 from a mix of over 30 Nationalities
Service Delivery
• UNB serves its Retail customers via network of 63 branches and 209 ATMs in UAE
• Corporate customers are serviced through Corporate Banking Centres and Industry
specific teams
• The above are complemented with alternate delivery channels such as:
Uninet Internet Banking
Unicall Telephone Banking (IVR) and
24x7 Call Centre (600 566 665)
SMS notification service (Push & Pull)
• Private Banking customers are serviced through Relationship Managers
• Islamic Banking clients are serviced through UNB subsidiary Al Wifaq Finance
Company as well as business group within UNB
• Dedicated Customer Care Unit manages customer feedback
Business Units within UNB
• Retail Banking Group
• Small & Medium Enterprises (SMEs)
• Corporate Banking Group
• Treasury & Investments Group
• Financial Institutions & Structured Finance Division
• Private Banking and Wealth Management Division
• Islamic Banking Group
Future Participants
• Commitment from the top
• Start well in advance – at least 7 to 8 months prior to submission
• Formation of Steering Committee and cross functional team led by experienced Team Leaders
• Self Assessment / Gap Analysis
• Review Feedback Report (for repeat applicants / those vying for higher category)
• Plug gaps through Quick Wins and Action Plan for long term initiatives
• Regular reviews of draft submission
• Final Editing & Printing
• Site Visit Planning including compilation of Evidences
• Steering committee provides guidance & support
Commitment to Quality
UNB Senior Management has resourced a dedicated Total Quality & Business Excellence (TQ & BE) Department entrusted with the following broad functions:
• Implementation of Integrated Management System comprising of ISO 9001 (QMS), ISO 14001 (EMS), OHSAS 18001 and ISO 10002 (Complaints Management) as well as other ISO certifications
• Promote and participate in Business Excellence Awards
• Service Level Agreements (SLAs) - Advisory, Measurement, Validation
• Service Standards - Rollout and Evaluation for Compliance
• Customer Feedback Management through the Customer Care Unit
• Promote Employee Involvement through ‘The CHALLENGE’ - Staff Suggestion Scheme
• Strategic Inputs to Business and Support Groups
Integrated Management System (IMS)
Components at UNB
ISO 9001:2008 (Quality Management System)
ISO 14001:2004 (Environmental Management System)
OHSAS 18001:2007 (Occupational Health & Safety
Management System)
ISO 10002 (Customer Complaint)
ISO 27001 (Information Security)
ISO 31000 (Risk Management)
ISO 26000 (Social Responsibility) – In Progress
IMS – Approach & Deployment
Started the journey in March 2010
Utilizing a team of internal resources and expertise
Raise the bar and aim for higher level of excellence
Linked to the Bank’s Strategic Objectives
Brainstorming session at TQ & BE Department
Generic & applicable standards were identified to complement
QMS (ISO 9001) - such as EMS (ISO 14001), OHSAS 18001 in
the first phase
IMS – Approach & Deployment (Cont’d)
Cross functional team from across the Bank identified and
trained on EMS, OHSAS and other ISO Standards
A pool of 40 internal IMS auditors trained
Bank-wide ‘Gap Analysis’ conducted
Aspects & Hazards (Risk) Register compiled for each location
(branches, head office, other UNB locations)
Recruitment of Health & Safety Officer
IMS Manual and related procedures in addition to the 6 mandatory
procedures of QMS
Legal Requirements
IMS – Approach & Deployment (Cont’d)
IMS Objectives relating to Environment , Health & Safety
Portability Appliance Testing (PAT) conducted for all electrical
equipment
DSE (Display Screen Equipment ) & Workstation assessment
initiated
Environmental & work safety practices extended to Corporate clients
and HSE criteria incorporated as a section in credit proposals
Reporting of ‘Incidents’ and ‘Near Misses’
Indoor Air Quality Monitoring
Measurement of ‘Lux’ and ‘Noise Level’
IMS - Assessment & Review
IMS Internal & External Audits every 6 months
All branches subjected to Internal IMS audit at least once a year
All Groups / Divisions and Departments are sample visited every
six months during internal as well as external audits
Bi-Annual Management Reviews
Regular evaluation after awareness / refresher sessions on IMS
IMS – Environmental Initiatives
Reduction in paper consumption (Printing on recycled paper,
encouraging double sided printing, e-reports, ‘do not print unless
required’ philosophy)
Reduction in energy consumption (energy saving lights, individual
switches, motion-sensors, AC controls)
Reduction in water consumption (water saving device such as aerated
nozzles, sensor based / lever based taps, half / full flush in WCs)
Waste Management Policy and agreement with external
agencies/vendors for environment friendly disposal of (a) paper,
plastics, tin, glass (b) E-waste such as toners/cartridges, computer
hardware, copiers, fax machines
Sustainability KPIs
IMS - Health & Safety Initiatives
Healthy work practices – (LCD monitors, ergonomic chairs, health tips available on Public Folders)
Installation of hand sanitizers
Emergency situations (Fire, Medical & Hostage)
Mock drills on identified emergency situations
Trained fire wardens and first aiders
Portability Appliance Testing (PAT) for all electrical equipment (PCs, printers, kitchen appliances)
Assessment of Display Screen Equipment (DSE) & Workstation (Sedentary nature of work)
Monitoring of Indoor Air Quality
Noise and LUX (lighting) Measurements
IMS - Health & Safety Initiatives
Indoor Air Quality Monitoring
Noise Level Testing
Lux Level Testing
IMS Results
120
25
73
2010 2011 2012
No. of Staff Trained in First Aid
18 15 14.3
2010 2011 2012
Evacuation Time
Time in Mins Target Time
Fire Warden Training
IMS Results
No. IMS Objectives 2011 2012
1 Electricity consumption per capita (kwh) 16073 14073
2 Use of Recycled Paper (Reams) 40043 43424
3 % of Recycled paper 56 76
4 Quantity of paper sent for recycling (M T) 40.65 64.99
5 No. of staff trained on fire safety 495 480
6 No. of fire wardens trained 137 178
7 Ergonomic chairs purchased & replaced 18 211
8 LCD monitors replacing CRT monitors 346 285
Way Forward
Expand the scope of IMS certification at UNB & subsidiaries
ISO 22301 (Business Continuity Management)
ISO 50001 (Energy Management System)
Business Excellence Awards in UAE
DQA
SKEA
MRM Business Award
Regional and International Awards such as EFQM Award
Sustainability Reporting (GRI 3.1 to GRI 4)
Continue to take part in events such as Share Best Practice and other
conferences to assimilate and share learning
Thank you very much
for your time and patience.
Tarique Anjum Vice President & Departmental Manager, Total Quality & Business
Excellence E-mail [email protected]
Tel +971 2 6984346 Fax +971 2 6723680
Thank You