SAUDI ARABIAN QUALITY COUNCIL (Western Region) P.O.

Box 17610, Jeddah 21494, Saudi Arabia Tel : 644-7713 Fax : 644-1123 E-Mail : saqc_wr@yahoo.com

Q UA L I T Y F O C U S
NEWSLETTER DATE : 01 DECEMBER, 2004 VOLUME 7 ISSUE 3 OF 2004

WORK MANAGEMENT AS A TOOL TO BE IMPLEMENTED WITH QMS TO IMPROVE PRODUCTIVITY AND EFFICIENCY
INSIDE THIS ISSUE:

From the Desk of the Director

With the grand success of First GCC Symposium on Quality in the Governmental Sector, SAQC got geared up after the summer break to start again with lots of encouragement and appreciation for its contribution in promoting and advancing individual and organizational performances and providing learning opportunities to all our members. SAQC appreciates all the support it got in successfully organizing activities / programs during the year 2003-2004. As promised SAQC will work this year, more than ever, with you all, to ensure its objectives and plans are achieved. We need every members support and cooperation in making the year 2005 an year of learning and knowledge sharing. We call upon, and encourage, all our members, both individual and corporate to propose us your preferred topics and speakers during the Technical Meetings. We, at the society will do what it takes to meet your expectations. At the same time, I take this opportunity to also remind majority of our current Members to renew their memberMr. Khalid Abu Osbeh delivering his presentation on Work ship which may be long overdue.
Management as a Tool to be Implemented with QMS to improve Productivity and efficiency in Saudi German Hospital Auditorium for Junes Technical Meeting
Best Practices in Reengineering Journey of ISO 14001 Plant Tour Plan for United Sugar Co. Healthcare Event SAQC Officers Meet Quality Web Watch

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Secret Ingredients of Organizational... Kaizen Dilbert

SAQC MISSION

Dr. Ayed T. Al-Amri Director, SAQC (Western Region)

During the month of June, 2004 we had the Technical Meeting on the subject of Work Managementand how it can contribute when used with Quality Management in improving the productivity and efficiency of an organization. The speaker for the event was Mr. Khalid Abu Osbeh, Executive Director of Consulting Services in Abu Ghazaleh & Co. Consulting. The subject of the presentation was discussed for the first time in our Technical Meetings. The speaker provided various experiences of how companies have improved their performance by effectively using Work Management as a tool in the business process. We thank Abu Ghazaleh & Co. for their support and look forward to the next opportunity to work together.

The Saudi Arabian Quality Council (SAQC) in the Western Region advances individual and organizational performance excellence by providing opportunities for learning, quality improvement and knowledge exchange

Corporate Members of Saudi Arabian Quality Council (WR)

Best Practice in Re-Engineering by Dr. Ayed T. Al-Amri

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AlHamrani FUCHS Petroleum Saudi Arabia shares their Success Story

BEST PRACTICES IN RE-ENGINEERING: DR. AYED AL AMRI SPEAKS ON THE SUBJECT

Dr. Ayed started the presentation with why an organization needs to Re-engineer. What are the most cited primary business drivers leading to Re-engineering. Dr. Ayed provided the results of the survey carried out covering all the major elements constituting best practice in re-engineering such as executive commitment, understanding of organizations readiness to change, communication, Team selection criteria, Time commitment, Structured framework, effective utilization of consultants at different phases of the project, goals linking to corporate strategies, right selection of the process for re-engineering, choosing the right measurement, change management strategy and continual improvement plans. The meeting was attended by more
Dr. Ayed Al-Amri seen above delivering the presentation on Best Practice in Re-engineering

than 50 attendees.

JOURNEY OF ISO 14001 IMPLEMENTAITON IN ALHAMRANI FUCHS PETROLEUM SAUDI ARABIA

SAQC had its first Technical Meeting on the subject of Environmental Quality Management System. AlHamrani FUCHS offered to share their experiences of implementing ISO 14001 and SAQC took this opportunity to organize the event during October, 2004. AlHamrani FUCHS is one of the few organizations in Saudi Arabia who are certified to ISO 14001 since 1998. The speaker provided a brief on the model of the Environmental Management System and walked us through the 4 phases from understanding the requirement to achieving the certification. It took an year from the day the project got initiated till the company got the certificate awarded. AlHamrani FUCHS is currently working towards integrated with Quality Management System with Environmental Management System. Their plant is based in Yanbu. AlHamrani FUCHS is a Corporate Golden Member and SAQC values their commitment to the Society. SAQC encourages others to follow AlHamrani FUCHS and share their success stories with us.

NEW ISO STANDARDS FOR HANDLING CUSTOMER COMPLAINTS

A dissatisfied customer can be a major Engr Masood Said was the speaker from AlHamissue of concern to any organisation. A new standard ISO 10002 was developed rani Fuchs sharing their experiences with SAQC to guide organisations on managing

dissatisfied customers. This standard provides guidelines for handling complaints in a manner acceptable to both the organisation and the customer. ISO 10002, Quality management - Customer Satisfaction - Guidelines for complaints handling in organisations, provides a process for managing complaints. Thereby, it augments the implementation process of the QMS. The standard costs 97 Swiss Francs and is available at all ISO member institutes. For more information click here. http://www.iso.org/iso/en/commcentre/pressreleases/2004/Ref925.html

Corporate Members Of Saudi Arabian Quality Council (WR)

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Healthcare event in October, 2004

CHALLENGES FACING HEALTH CARE PROFESSIONALS : HEALTH QUALITY PROSPECTIVES

The Healthcare Interest Group (HIG) event for the month of October was carried out in Dr. Bakhsh Hospital in collaboration with Saudi Society of Family and Community Medicine. The speakers for the events were the HIG Coordinator, Mr. Baraa T. AlHaj Hussein and Mr. Nashat Nafouri. The subjects were : Quality in Healthcare whats in it for healthcare professionals and the New Horizons for Millennium Doctors. Majority of those attending the event were from healthcare industry. SAQC thanks Dr. Bakhsh Hospital for hosting the event in their facilities. A special thank goes to Nashat Nafouri and Baraa Taj for their untiring efforts in promoting healthcare quality in the western region. SAQC is proud to have them as part of our team and we look forward to more achievements in our future endeavors.

Seen above in the picture is Dr. Ayed T. Amri giving a plaque of Thanks to Dr. Taha Bin Abdul Rahman Taha Baksh for his contribution in Healthcare sector

SAQC OFFICERS MEET TO REVIEW THE PERFORMANCE OF SAQC ACTIVITIES

During the month of Ramadhan, the Executive Officers at the SAQC Board met in Jeddah Westin Hotel to review the performance of the society for the past 3 months and set the plan into action for the forthcoming programs / activities. During the meeting, decisions were taken on how to improve the performance of the society and provide more value to its members, both Corporate and Individual. One of the key decision of the Officers was to focus on and start the Educational Interest Group. During this year and the next, SAQC will be putting in more efforts in making progress in this sector. SAQC wishes all its Members a Happy Eid-Ul-FITR Wa Kullu Aam Wa Antum Bekhair

PLANT TOUR AT UNITED SUGAR COMPANY

On October 13, 2004 a team of 15 members including SAQC Officers visited United Sugar Company (USC) on a scheduled Plant Tour. The visiting team were provided the overview of the organizational activities in a presentation following a factory visit with USC Management. At the end of the Plant Tour all participants received gifts from USC. SAQC team were particularly impressed with the processes being implemented and the technology used in the manufacturing plant. SAQC wishes all the best to USC on its future.
QUALITY WEB WATCH

Good websites : www.quality-works,com www.bmpcoe.org www.baldrigeplus.com www.equality.8m.com www.bin.co.uk www.zigonperf.com www.insidequality.com www.efqm.com www.mcb.co.uk/tqm.htm

SAQC Officers meet during Ramadan to review SAQCs Performance

We are Online
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Www.saqc-wr.org

SAUDI ARABIAN QUALITY COUNCIL (WR) P.O. Box 17610

ASTD 2005, International Conference and Exposition will be held June 59, 2005 in Orlando, Florida, USA-A global Assembly of Workplace Learning and Performance Professionals. There are 15 pre-conference workshops and Certificate Programs. The subject of workshops range from Creating Business-Driven Training & Development Strategic Plan to Training Design that Drive Business Results. This Conference is one of the largest for Training, HR and Development For more information, please follow the link below : http://www.astd.org/ASTD/conferences/ice/ice05/ice05_home

Jeddah 21494 Kingdom of Saudi Arabia Phone: 966 2 644-7713 Mobile : 05 0875-2915 (Mansoor Ali) Fax: Email: 966 2 644-1123 saqc_wr@yahoo.com

www.saqc-wr.org

43rd Annual International Performance Improvement Conference Vancouver, British Columbia, Canada - April 10-15, 2005 Process, Practice and Productivity Who should attend :Conference participants typically range from novices to experienced professionals in the field of Human Performance Technology. Participants work in an assortment of industry sectors, including academia, business, consulting, government, military, and nonprofit. Job functions include instructional designers, training directors, performance technologists, performance consultants, human resource managers, line managers, human factors practitioners, and organization development specialists, among others. For more information, please goto : http://www.ispi.org/ac2005/

1st Middle East Business Process Management Summit 13-16 February, 2005 JW Marriott HotelDubai.
The relentless pressure to do more with less and to continuously adapt in ever tightening business cycles means that achieving improvements in business processes is at the forefront in every organization. Business Process Management has become a fundamental that incorporates analyzing, planning, designing, operating, monitoring and improving the business process of the entire enterprise. This 5-day event will uncover the worlds most successful strategies for maximizing business performance and agility through business processes. The Business Process Management Summit is the first Middle East event addressing the challenges of managing enterprise business processes. It is a unique opportunity to benchmark your business solutions with those of the most successful regional and international organizations. For more information : please go to : http://www.iirme.com

BREAKTHROUGH METHODOLOGY TO FOSTER CONTINUAL IMPROVEMENT CULTURE

SECRET INGREDIENTS OF OF ORGANIZATIONAL SUCCESS : BY PROF. MOHAMED ZAIRI

This was the 2nd time we had the opportunity to One of the most successful management tool adopted have Prof. by the most successful companies in Japan is Kaizen, Zairi for a which means Continuous Improvement. SAQC during Technical the month of October had the opportunity to host / sponPresentation sor a Technical Presentation in collaboration with ITQAN during the Management Consultancy and Values Consulting Firm year 2004. The Technical Meeting was conducted during September, 2004. at the Radisson SAS Hotel in Jeddah. The Speakers were Mr. Durai Rajan from Kaizen Institute and Mr. Mo- The presentation gave an overview of how to drive today competihammed Buheji of ITQAN. The event had an attendance tion by using the Business Excellence Models.

of 25 participants. The presentation was organized to provide a brief awareness of Kaizen and how implementing it can transform organizational performance and bring about a change in culture which is centered around continual improvement. SAQC appreciates all participants of the meeting and look forward to continually improving its performance.

Prof. Zairi gave us a step-by-step approach on how to implement EFQM (European Foundation for Quality Management) . The presentation was full of value and the Q&A session, as usual brought in the best from the audience. There is a popular demand among our members to have Prof. Zairi as frequently as possible and we assure our members that we try our best to have him as frequently as we can.