1. Kuwait, May 2013
Dr. Mohamed Rabie Elsheikh
drmohamedrabie@gmail.com

2. And now we’re certified
 Got the certificate …
Let’s celebrate

3. And now we’re certified
• Now we can have some rest …
When will be the next audit??

4. Starting your journey
 Do you really need the certificate?
 Why??
The most forgotten question
 Whatever the reason is, we must have it in ….. Months
 Everyone is putting lot of efforts … to meet
requirements
 How many people/teams/departments are involved?

5. Your performance??
 Financial results
 Market share
 Customers’ complaints
 COPQ
 Employees’ turnover
 Productivity
 Cooperation between departments
 Blame game Signs of troubles

6. Improve Performance??
Current
status
Required
status
GAP(Problem)
(Opportunities
forImprovement

7. Need to Change??

8. We’re just starting our journey towards EXCELLENCE

9. So What's after ISO?
 Process Reengineering
 Six Sigma
 Lean
 Kaizen
 Balanced scorecard
 Benchmarking
 ERP/process automation
 Excellence Models (EFQM, MBQA)

10. Incremental vs. Radical Improvement

11. PDCA Cycle
11
ACT PLAN
CHECK DO
Continuous Improvement Cycle

12. PDCA Cycle
 Continuous improvement:
the heart of all performance improvement efforts.
 Are we grapping the fruits of such systems?
 (Back to the Basics)

13. Continuous Improvement Cycle
13
ACT PLAN
CHECK DO
Objectives
1- Focus on priorities –
Strategic/Operational
(Do the right things)
2- Do things right the
first time
(Right people, culture,
processes, systems, etc.)
4- Share Lessons
Learned & Success
Stories
Reward & Celebrate
3- Measure (soft &
hard), Evaluate &
Learn

14. Where to start?
 What methodology/technique to use?
sources of improvement
Identify your priorities

15. Sources of improvement
 Customers
 Employees
 Audits/assessments
 Top management
 Financial results

16. Identify your priorities
 The 80 / 20 rule

17. Customer Focus
 Start with customer related issues:
 Complaints
 Suggestions
 Retainers
 Value differentiators
GREAT Customer Experience

18. Why focus on customers?
 Will Customers pay more for great service??

19. Return on Investment (ROI) for
Customer experience
Customers will pay more for great service
 85% of respondents stated they would be willing to pay up to
25% more to ensure a superior customer experience.
 55% became a customer of a company because of their
reputation for great customer service.
 55% are willing to recommend a company due to outstanding
service, more so than product or price.
 Acquiring a customer can cost up to 5 times more than
retaining a current one.
(survey conducted online within the United States between June 30-July 2, 2010 among 2,217
adults (aged 18 and over) by Harris Interactive)

20. Who is responsible for continuous
improvement?
 Quality
 Strategy
 Project Management
 HR
 IT
 Everyone in the organization should work to
continuously improve performance to achieve
Excellence

21. Why do we need to
get people involved?

22. Employees engagement drives
business results
Engagement data from over 360,000 employees at 40 companies over a
three year period
Towers Perrin study

23. How to get people involved?
 Build the case for change (WHY??)
 Involve them in design & planning
 What’s in it for me (WIFM)??
 Win-win (Appreciation)
 KPIs-make improvement part of people KPIs

24. Sustaining continuous improvement
culture
Excellence in everything we do
Become core value in our culture
Greater ….. Faster ….. Smarter

25. What type of work environment we
need to create?
 Innovative
 Open
 No closed doors
 Trust
 supportive,
 motivating
 positive,
 productive

26. Getting Top management buy-in
 WIFM??
 Do you talk the same language??
 $ (Revenue, Profit, etc.)
 Growth & Market Share
 Value for Shareholders
Be part of periodical reports Dashboard

27. Zappos
Delivering Happiness
(customers and employees)
“People may not remember exactly what you did or
what you said, but they will always remember how
you made them feel.”
Tony Hsieh – CEO
Zappos is a service company that happens to sell clothing, shoes,
handbags, eyewear, watches (and eventually a bunch of other
stuff).

28. The Ritz-Carlton Experience
 The Ritz-Carlton Hotel is a place where the
genuine care and comfort of our guests is our
highest mission.
Motto
 At The Ritz-Carlton Hotel Company, L.L.C.,
"We are Ladies and Gentlemen serving Ladies
and Gentlemen." This motto exemplifies the
anticipatory service provided by all staff
members.

29. Zain Experience
 Compelling vision (3x3x3)
 5 Fs as an integral part of corporate HR strategy:
(Future, Freedom, Fun, Fortune, Family)
 I have a dream (We’re making history)
 Brand cultural values (Radiance, Heart and
Belonging) – One culture
 Zain Bahrain as an example

30. So how to start? The way forward
Focus on 2 -3 strategic initiatives in your org.
Find your supporters in other departments (win-win)
Ask them how you can work together to achieve
results
Select your best people to contribute in this project
Measure your value added & make it part of
periodical reporting system for top management
Promote success stories in the organization – let
others talk about team success
Always ask for feedback & learn from mistakes
Celebrate success & reward achievers.

31. The Journey to Excellence
QO-31
Excellence
Culture
Organization
Quality
Competitive
Organization
Quality
Conscious
Organization
Quality
Conformance
Organization
ISO 9001

32. It’s your choice
 Engaging employees in the journey towards
Excellence
OR ……

33. And now, what are your options?
 The Journey to Excellence has NO end
YES, WE CAN!!

34. Many Thanks & Best Wishes
drmohamedrabie@gmail.com Twitter @mohrabie
LinkedIn: http://kw.linkedin.com/pub/dr-mohamed-rabie-
elsheikh/3/59a/212