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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 OCTOBER, 2004 VOLUME 6 ISSUE 2 OF 2004

1ST GCC SYMPOSIUM ON QUALITY APPLICATION IN THE GOVERNMENTAL SECTOR - 22-23, JUNE 2004 22From the Desk of the Director
The first GCC Symposium on Quality application in the Governmental Sector was conducted during 22-23 June, 2004 with a resolution to further strengthen and increase awareness of quality applications in the governmental sector. The meeting was organized under the patronage of Makkah Governer HRH Prince Abdul Majed Bin Abdul Aziz. SAQC (WR) in association with Saudi Geological Survey (SGS) organized the two day symposium. When the SAQC was established almost seven years ago in Jeddah, just seven people attended the first seminar which was a pointer to its awareness in Saudi Arabia. Today SAQC can proudly boast of having more than 400 Individual members and almost a dozen CoINSIDE THIS ISSUE:

1st GCC Symposium on QualityHighlights Patient Rights Investing in Excellence SAQC Programs Plan for 2004-2005 Quality Web Watch

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Setting of Corporate 4 Quality Policy ASTD Conf. 2005 KPI Article

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SAQC MISSION

Governer of Makkah Al-Mukarramah HRH Prince Abdul Majed Bin Abdul Aziz in the opening ceremony of the symposium along with SAQC (WR) Director, Dr. Ayed T. Al-Amri

rporate members. The highlight of the seminar was the announcement of the Makkah AlMukarramah Quality Award by the the Governer of Makkah Al-Mukarramah HRH Prince Abdul Majed Bin Abdul Aziz. During the first two years, the implementation program focuses on the government sector which is recognized needing encouragement and improvement. Details of the award will be announced later and SAQC will provide the technical know-how and assist in conducting assessments. This is the third award for quality in the Kingdom. More than 400 professionals from every walk of life attended this comprehensive learning event. We look forward to creating more success stories.

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)

HIGHLIGHTS : FIRST EVER GULF SYMPOSIUM


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ON QUALITY APPLICATIONS IN THE GOVERNMENTAL SECTORS : A HUGE SUCCESS !!!

What people Thought about the symposium and the subject of Quality Implementation in the Governmental Sector ? Quality is inherent in Islamic teachings, which urge us to do our best, said Kawther Faden, education supervisor at Makkah Supervision Office. It will encourage good performance...

Osama I. Shaikh, Asst. Manager HR Development, Saudia Catering says : The award was good encouragement for the sector to raise standards to a level with the highest standard companies in the private sector in the Middle East, a significant move with KSAs entry to the WTO...

Governer of Makkah HRH Prince Abdul Majed Bin Abdul Aziz is well received by SGSs President Dr. Mohammed Tawfiq and SAQC Director Dr. Ayed Al Amri

More than 400 attendees from different walks of life attended the 2 days event which was held in Jeddah Hilton Hotel 22-23, June 2004

SAQC Director, Dr. Ayed Al-Amri receiving an appreciation plaque from HRH Prince Abdul Majed Bin Abdul Aziz on behalf of the Saudi Arabian Quality Council

Governer of Makkah HRH Prince Abdul Majed Bin Abdul Aziz Awarding Al-Noor Hospital Management for the Quality Initiatives in the Healthcare Sector

Corporate Members Of Saudi Arabian Quality Council (WR)

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HEALTHCARE EVENT & SAQC 2004-2005 PLAN

PATIENT RIGHTS - HEALTHCARE INTEREST GROUP (HIG) EVENT


The 2nd meeting for the year 2004 for the SAQC Healthcare Sector was carried out on 23 May, 2004 in Meridian Hotel. The speakers for the event were Nashat Nafouri, Dr. Anees Sindi and Prof. Mohammad Bakhotma. The event was organized in collaboration with Saudi Society of Family and Community Medicine (SSFCM). The focus of all the speakers was the rights of the patients, a subject which was of immense interest to all the participants of the event, who came mostly from different hospitals. SAQC would like to encourage more healthcare professionals to join the society in its drive to create a more health conscious society. SAQC thanks all its speaker for their continued support to the SAQC HIG.

Nashat Nafouri seen delivering his presentation on Patient Rights

INVESTING IN EXCELLENCE 26-30 Mar 2005 Dubai


The program is for everyone, at any level who wishes for self-improvement. By attending this event (Leading the field), you will understand how to enhance your self-esteem and that of other people. Develop a culture of personal responsibility, Understand the basics and the importance of effective communication, Know how to turn limiting performance into peak performance, Understand why and how successful people set goals, Learn how to set and achieve personal and professional goals, Understand the benefits of controlling your attitude and Understand how high self-esteem affects your performance. To get more information about the course and details of registration, please click the following link : http://www.iirme.com/excellence/

Prof. Mohammad Bakhotma answering to the questions from the attendees

TENTATIVE PLAN OF SAQC PROGRAMS FOR THE YEAR 2004-2005


TENTATIVE SAQC PROGRAMS FOR THE YEAR 2004 - 2005
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Program / Activity Officers Meeting # 1 Technical Meeting # 1 (Prof. Mohamed Zairi) Technical Meeting # 2 (Masood Said) Health Care Interest Group Meeting (Dr. Baksh Hosp.) Gemba Kaizen (in SAS Raddision) by Itqan & Value Plant Tour # 1 (United Sugar Company) Officers Meeting # 2 (Ramadan Sahoor Meeting) Abha Event (29 December) Plant Tour # 2 (Abha) (Al-Watan Newspaper) Officers Meeting # 3 Second HealthCare Interest Group Event Technical Meeting # 3 (United Sugar Company) Yanbu Event Plant Tour # 3 (Yanbu) Health Care Interest Group Annual Event (Abha) Technical Meeting # 4 Medina Event Plant Tour # 4 (Medina) Officers Meeting # 4 2nd Gulf Quality Conference (Dubai) Plant Tour # 5 (Dubai) SAQC Annual Open Forum Technical Meeting # 5 Officers Meeting # 5

2004

2005
Jul Aug

Sep Oct Nov Dec Jan Feb Mar Apr May Jun

SUM ER VACATIO / BREAK M N

QUALITY WEB WATCH

Good websites : www.bluepointleadership.com www.mckinseyquarterly.com www.etqm.net www.dqg.org www.juran.com www,kaizen-institute.com www.quality.nist.gov www.massquality.org www.michiganquality.org

Rev.1.2 dated 27th October, 2004

We are Online
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The ASTD TechKnowledge 2005 Conference & Exposition will be held in Las Vegas, Nevada from Jan 30-Feb 01, 2005. David Allen of The David Allen Company will be the Opening keynote Speaker and Marcela Perez de Alonso will be the Closing Keynote speaker.

Www.saqc-wr.org

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

For more information, please follow the link below : http://www.astd. org/astd/Conferen ces/tk05/tk05_ho me.htm

www.saqc-wr.org

SETTING OF CORPORATE QUALITY POLICY : WHAT IT TAKES BY ASHRAF TAKES


The Technical Meeting for the month of February was conducted in Saudi German Hospital Auditorium on 24 February, 2004. The speaker, Mr. Ashraf Hira is the IT Divisions Systems Manager from Saudi Arabian Airlines. The presentation was focused from defining a policy, to how to develop a Corporate Quality Policy taking into consideration all the 8 quality principles of the Quality Management System. The Speaker shared his experience at Saudia in developing its Corporate Quality Policy and cascading it into departmental Quality Policies. The meeting was attended by 55 SAQC Members. Sample Quality Policies were discussed and the speaker interacted more often with his audience. The presentation was followed with a Q&A session and light Dinner. SAQC Appreciates the contribution of Saudi Arabian Airlines for their continued Support and cooperation. Saudia is one of the Corporate Golden Members in the Society and a large number of SAQC Members are represented from Saudia

KEY PERFORMANCE INDICATORS (KPIs) and Goal Cascading


Source : http://www.etqm.ae/e_digest/KPI/kpis_english.htm The eQuality Digest aims to address specific themes of professional relevance to senior executives around the world in general and particularly of those in the Arab. This newsletter supports the current drive for implementing TQM in the Middle Eastern Region besides providing contemporary knowledge to senior managers and quality professionals. The endeavor is to keep professionals abreast of the latest developments in quality so they comprehend its relevance and implications of implementation. The previous issue on Balanced Scorecard and Sustainable Performance spoke of a measurement system called the Balanced Scorecard (BSC). The Balanced scorecard enables measurement of intangible assets in an organization. It puts strategy at the center of the management process and focuses on the financial and non-financial elements of a company's strategy, discusses the cause and effect relationships that drive business results, and allows organizations to use leading indicators, not just the lagging indicators for performance.

The current issue deals with understanding Key Performance Indicators (KPIs), developing them and cascading KPIs and goals down an organization. The issue also considers how and why goal setting works, setting achievable corporate goals, cascading goals in the organization and ensuring effective implementation of goals. KPIs

Are an integral part of the benchmarking process. Help business people identify their SWOT. Are a favorite tool for evaluating the health and potential of companies. Pinpoint strategic areas of opportunity. TEC speaker Angelo Kinicki coined the term "cascading goals". It describes the process of adopting goals at different levels in a co. Goal cascading helps create a horizontal alignment in companies.

KPIS and Dashboards: Are they enablers or impositions and do we risk losing the power of intuition?
There is a lot of talk at the moment about the real value of Dashboard and KPIs. Many organizations complain about the waste that is generated through reports and compiled documents produced every month for reporting purposes. Most senior managers would argue that reporting documents enable them to make decisions, argue their case, allocate resources and most importantly give them confidence on the quality of the actions that they undertake. If this was the case therefore, why is it that we hear regular complaints on the quality of information received, the triviality of some of the measurement that takes place, the impracticality of some of the automated dashboards and measurement systems? We can all agree that 'what gets measured gets improved' and without measurement there is no action and therefore the customer is going to be let down ultimately. We must also agree that 'the right planning will lead to the right execution', a classic Japanese phrase that emphasizes the importance of design, attention and detail in putting together systems and processes that can drive the required improvement activity and that can support the delivery of organizational goals and objectives. Planning means that the design of KPIs and dashboards is a detailed and complex process that cannot be rushed, bought off the shelf and imposed on rigid cultures and structures. This issue of equality Digest deals with various aspects associated with KPIs and Dashboards and a comprehensive process on the planning and execution aspects and on how to ensure that the right measurement will deliver optimal improvement is well elaborated on. Some of the lessons that can be useful to bear in mind when designing KPIs and Dashboards include the following: 1. 2. Strategy drives improvement and not KPIs - Any organization must first and foremost define its strategy, key goals and objectives. It must then determine the high level KPIs and these must be linked to the critical processes; The KPIs measure the critical ingredients of organizational success (high leverage points) - Each KPI must have a target which measures and tracks its achievement. KPIs must be linked to the strategic goals and key objectives. KPIs are linked to processes that deliver them. A whole hierarchy of critical processes and the KPIs linked to them must be produced; The deployment of KPIs and measurement activity - This is to link the high level core activities with smaller ones and individual tasks. Measurement needs to be based on a Balanced Scorecard perspective; Monitoring, Reporting and Reviewing - This activity will ensure that measurement will be binding and that real improvement will be taking place at all levels. Further more, reporting will ensure that KPIs are recalibrated all the time and strategic objectives and key goals can remain on track.

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