Dubai Quality Awards - Case Study Example

Quality Assurance: Dubai Quality Awards Introduction Quality is a basic business strategy adopted by organizations in order to sell their products or services in the market. In a business world where competition is growing at alarming proportions, without keeping a sound quality policy, no organization can survive. Earlier organizations have a quality control department whereas in modern times, instead of quality control (QC), quality assurance (QA) departments are functioning in most of the organizations. The new term quality assurance is used nowadays in order to assure the quality of the product or service offered by an organization to the customers. In today’s technologically advanced and highly competitive market, organizations must be dedicated to continuous improvements in quality to meet the ever increasing and changing customer needs. Dubai is one of the major business hubs in the world where business people from all over the world experimenting their money making or business strategies. In order to make the business people conscious about the global quality standards and also to keep the image of Dubai as one of the reputed business hubs in the world, Department of Economic Development in Dubai has implemented Dubai quality awards in 1992. This paper briefly explains the needs of quality assurance for an organization in general and the Dubai quality awards in particular. Purpose of the Dubai Quality Awards The major purpose of Dubai quality award “is not for generating winners and losers; it is for recognizing role model organizations” (Government of Dubai: Department of Economic Development). The winners of Dubai quality award can use the quality award logo in their products and advertisements in order to generate more business for three years. After 3 years from getting the awards, organizations should stop using the quality award logo unless they achieved the award again by resubmitting their applications. This is because of the fact that global quality standards are changing day by day and it is unwise for an organization to use the Dubai quality award logo for ever to boost their sales and reputation unless they keep in pace with the current global quality standards. Dubai quality award is also for “providing organizations with a ‘roadmap’ to achieve excellence through the adoption of good practices and soundly-based approaches that are deployed systematically and are continuously measured and reviewed” (Government of Dubai: Department of Economic Development). Dubai is a city in which small, medium and large scale organizations are operating from different countries and cultures. These business people may try to implement their own native business cultures in Dubai. It is not necessary that all these diverse business cultures and philosophies may meet the global standards. In order to avoid cheap business practices and also to make the business people aware of the needs of maintaining adequate quality to their products and services, Dubai quality awards were implemented. The process of applying for the Dubai Quality Awards All organizations, irrespective of private or public, operating in Dubai are eligible to apply for Dubai quality awards. However, small organizations may find extreme difficulties in fulfilling some of the award criteria. Currently, the economic department in Dubai is studying the possibility of liberalizing some of the norms in order to accommodate small companies or companies with less than 50 employees. Organizations which apply for Dubai quality awards should demonstrate continuous improvement and their improvements should not be recorded on papers alone; it should be practically visible to everybody. Currently, there are three different categories for giving Dubai Quality Awards; “The Dubai Quality Award Gold Category (GOLD), The Dubai Quality Award (DQA) and The Dubai Quality Appreciation Program (DQAP)” (Government of Dubai: Department of Economic Development). The process of evaluating the submissions for the Dubai Quality Awards Companies can apply directly for DQAP category if they have not won this award in the past. Non-winners in this category can reapply only after 2 years from rejecting their present application. Winners of DQAP awards can apply for the DQA awards along with other companies. But the DQAP winners will get priority over the normal applicants while deciding the DQA awards. DQAP awards are normally given after the assessment of an organization’s past 1-2 years performance whereas the DQA awards will be decided based on past 3+ years performances. Non-winners of DQA category can consider submitting their application only after 2 years from rejecting their current application. GOLD Category awards are normally given to the past DQA or GOLD Category winners. If the winners of GOLD category were able to win this award again, it will be considered as the 2nd GOLD, 3rd GOLD etc. But the GOLD winners should demonstrate continuous improvement in order to consider for the 2nd GOLD, 3rd GOLD etc. Non-winners of GOLD category can reapply only after 2 years from rejecting their present application (Government of Dubai: Department of Economic Development) Quality assurance Quality assurance (QA) is a framework for meeting quality standards by the systematic monitoring and evaluation of different aspects of a project, product, service or facility. The product or service offered by an organization should be suitable to the intended purpose and it should be free from any defects or drawbacks at the time of delivery which is the core of QA policy. Quality of a product or service is determined by the intended users, clients or customers, rather than the society. In other words, it is not necessary that the quality standards of a poor country like Ethiopia might be the same as that of a rich country like America. The products disposed as wastes by the American customers might be precious and valuable ones in Ethiopia or Somalia. In other words, quality is a relative term which may have different meanings and definitions in different countries. Organizations adopt different methods and strategies for assuring quality of their products. The quality assurance process starts at the time of design of a product or service and it continues to operate through the development, production and service stages of the product or service. The internet article, What is Quality Assurance has mentioned one of the most popular tools for determining the levels of quality assurance called Shewhart Cycle developed by Dr. W. Edwards Demingm. The major steps involved in Shewhart Cycle are; Plan, Do, Check, and Act (PDCA). The Planning step decides the objectives and processes required to deliver the intended results whereas step Do concentrate mainly on the implementation of the planned objectives and processes. The third step Check evaluates the results against the predetermined objectives whereas the fourth step Act concentrate on application of actions necessary for improvement of the results obtained (What is Quality Assurance?) Organizations can assure quality of their products through the effective utilization of the organizational resources like manpower, materials and machineries. Skilled manpower is necessary for making quality products. Same way, advanced technology and machineries and suitable raw materials ensure the quality of a product. Apart from the effective utilization of the resources, organizations should have a well defined Quality policy and they should strictly adhere with it for delivering good quality products to the customers. After sales service is another way of quality assurance to the customers. The organization should provide enough warranty to their products and the products should have quality certification from an international body like the ISO. The requirements that must be met for ISO 9001 certification In order to obtain ISO 9001 certification an organization should have a: “documented statement of quality policy, quality objectives; quality manual, documented procedures required by International Standard, documents needed by the organization to ensure the effective planning, operation and control of its processes, and records required by this International Standard” (Guidance on the documentation requirements of ISO 9001:2008). These norms and policies may vary from organization to organization because of the varied activities and size of the organizations. (See appendix for more information) The utility of external consultant for assisting in the process of obtaining ISO 9001 certification An external consultant can help an organization immensely in obtaining ISO 9001 certification. The external consultant may have better knowledge about the norms and needs of ISO 9001 certification and hence seeking his advice is definitely helpful to the organization. External consultants can help the organization in “Gap Analysis, Project planning, System development, System documentation, System implementation, Training and awareness, Internal audit services, System modifications etc” (Answers to "HOW" Questions about ISO 9000) which are needed for obtaining ISO 9001 certification. External consultants bring passion and expertise to an organization seeking their help. Even if internal consultants are there, an organization values the services of external consultants more than that of the internal consultants. External consultants are perceived as people with higher levels of credibility, experience and expertise compared to the internal consultants. External consultants may have more up-to-date knowledge about the norms of ISO certification At the same time the major disadvantage of seeking the assistance of external consultant is the heavy expenses needed to spend as consultation fees. Moreover, it is not necessary that the external consultant may have better ideas or in depth knowledge about the internal functions of the organizations in order to prepare it for the ISO 9001 certification. The external consultants may not have the broad and generalist knowledge about the organization which is essential for preparing application for the ISO certification. When follow-up and quick access is needed, it is difficult to seek the assistance of external consultants. Methods other than ISO 9000 and ISO 14000 for quality assurance certification Six Sigma is one of the popular quality assurance certification other than the ISO certification. It is a method developed by Motorola to improve their internal manufacturing quality which is now accepted globally as a major quality standard. The core of six sigma quality certification is systematic methodology that utilizes information and statistical analysis to measure and improve a companys operational performance, practices and systems by identifying and preventing defects in manufacturing and service-related processes in order to anticipate and exceed expectations of all stakeholders to accomplish effectiveness (Global Quality Certifications) Integrated Quality Certification or IQC is another quality certification provider which has been “established to provide reliable certification services to organizations looking for management systems certifications for Quality, Environment, Operational Health Safety and Food Safety” (Integrated Quality Certification Pvt. Ltd). Conclusions Quality assurance is one of the most important business functions in the current business world. QA helps organizations to function under some specific norms and frameworks to ensure quality of the product or services they offered to the customers. Dubai quality award is one of the conscious efforts from the Dubai government to encourage organizations to improve the quality of their products or services. Works Cited 1. “Answers to "HOW" Questions About ISO 9000”. n. d. 26 August 2010. < http://www.praxiom.com/faq1.htm> 2. Government of Dubai: Department of Economic Development. “Dubai Quality Award”. 26 August 2010. 3. “Guidance on the Documentation Requirements of ISO 9001:2008”. 2008. 26 August 2010. 4. “Global Quality Certifications”. 2006. 5. “Integrated Quality Certification Pvt. Ltd”. 26 August 2010. 6. “What is Quality Assurance?”. 2010. 26 August 2010. Appendix Terms and Definitions relating to Documents The following terms and definitions are taken from ISO 9000:2005: Term ISO 9000:2005 Clause Definition Document 3.7.2 information and its supporting medium Procedure 3.4.5 specified way to carry out an activity or a process  (Note: Procedures can be documented or not) Quality Manual 3.7.4 document specifying the quality management system of an organization Quality Plan 3.7.5 document specifying which procedures and associated resources shall be applied by whom and when to a specific project, product, process or contract Record 3.7.6 document stating results achieved or providing evidence of activities performed Specification 3.7.3 document stating requirements Annex B Records required by ISO 9001:2008 Clause Record required 5.6.1 Management reviews 6.2.2 e) Education, training, skills and experience 7.1 d) Evidence that the realization processes and resulting product fulfil requirements 7.2.2 Results of the review of requirements related to the product and actions arising from the review 7.3.2 Design and development inputs relating to product requirements 7.3.4 Results of design and development reviews and any necessary actions 7.3.5 Results of design and development verification and any necessary actions 7.3.6 Results of design and development validation and any necessary actions 7.3.7 Results of the review of design and development changes and any necessary actions 7.4.1 Results of supplier evaluations and any necessary actions arising from the evaluations 7.5.2 d) As required by the organization to demonstrate the validation of processes where the resulting output cannot be verified by subsequent monitoring or measurement 7.5.3 The unique identification of the product, where traceability is a requirement 7.5.4 Customer property that is lost, damaged or otherwise found to be unsuitable for use 7.6 a) Basis used for calibration or verification of measuring equipment where no international or national measurement standards exist 7.6 Validity of the previous measuring results when the measuring equipment is found not to conform to requirements 7.6 Results of calibration and verification of measuring equipment 8.2.2 Internal audit results and follow-up actions 8.2.4 Indication of the person(s) authorizing release of product. 8.3 Nature of the product nonconformities and any subsequent actions taken, including concessions obtained 8.5.2 e) Results of corrective action 8.5.3 d) Results of preventive action (Guidance on the documentation requirements of ISO 9001:2008) Read More