All organizations aim at providing quality services to their clients every time they require their services. These also involve the goods that they manufacture for their customers. This is because when customers receive quality goods and services they keep coming back. This enables the organization to grow because these clients will market their goods and services to other people. Quality management tools and techniques are vital for any organization to handle their clients. The paper is talking about management tools and techniques that the Dubai Electricity and Water Authority used. This will be on the basis of Organizational actions prior to Quality Awards and benchmarking the process between DEWA, Dubai customs and the best practice (Goetsch, David, and Stanley 302, 2010). The aim is to provide satisfactory services to citizens.
DEWAS’ Background History
Dubai water department and Dubai Electricity Company worked hard for many years so as to provide enough water and electricity for all the Dubai citizens. In the year 1992, these two organizations were combined to form the Dubai Electricity and Water Authority. This was a directive from the president that time, His highness President Sheikh Maktoum bin Rashid.
Organizational actions prior to Quality Awards
Renewed Logo
There has been an increasing demand for the services of electricity and water. In order to cater for this need, the DEWA has kept on changing its brands. One, it has renewed its logo. This was to ensure that it has a combination of three circles. These circles symbolized the harmonious relationship between environment and power. The organization had all over the years worked hard to achieve this close interaction (Starrett 220, 2009).
DEWA’S strategic plan
DEWA structured a five year strategic plan from 2011 to 2015 which included aspects of its vision, motto, mission and values. The authority aimed at competing with other organizations. The vision, motto, mission and values, brought about themes known as a balanced score card. These themes include internal and financial processes, learning and growth, customers and support. DEWAS’ mission and value based strategy has the objective of working closely. This will enable them to provide their customers with quality services. This quality services entails having enough water and electricity always. In addition, the organization intends to also educate their customers on how to use electricity and water properly.
Benchmarking the process between DEWA, Dubai customs and the best practice
Benchmarking involves the process of identifying the best practices that are related to the services created and given to the customers. The main aim of benchmarking is to evaluate the current state of the organization and to identify areas where improvements need to be done. DEWA’S vision was to be realized as a world- class utility. The mission of this authority was to meet the requirements of their customers through providing them with enough water and electricity. To achieve this world class level they had to work in an environment that was reliable, efficient and safe. The statement of the authority’s motto is that it will be committed to supply water and electricity to Dubai’s population even in the future. Therefore, the authority needs to have a water and electricity development that is sustainable. Moreover, the values of the authority can be extracted from the mission statement. These values entail fairness, team work, integrity, industry leadership, transparency, corporate social responsibility.
DEWA’S workforce and stakeholder identification
There has been an increasing workforce in the DEWA’S authority. This is evident in the recent statistics that show that the population of its employees is 7696. The managing director is the leading in the increasing workforce. The managing director also serves as CEO in this authority. The other employees are then divided further into a 12- level organizational structure.
DEWA’S relation with its customers
DEWA recognizes the importance of the customer’s relation with the authority. They insist that a good relation with their customers is vital for them to have their needs met in Dubai. The authority has maintained this relation by doing a number of practices. One they have ensured a 24 hour customer service. They also work seven days in a week including holidays. This enables their customers to be able to reach them and especially during emergencies (Summers, Donna 119, 2009). Secondly the authority has employed qualified personnel who are who are able to communicate using languages from different nationalities. These languages are English, Hindi, Spanish, French, Urdu and Chinese. The main objective of doing this is to meet the requirements of their customers in line with the international Authority and best practices. Lastly the authority has also provided a wide variety of the communication networks. This ensures that customers do not only communicate using cell phones. The customers are able to use fax number and Email. This makes it easy for customers to communicate because they can use the communication network that is within their reach. The customers are also able to access registration processes using the e-pay found in the DEWA’S website.
Works Cited
Goetsch, David L., and Stanley Davis. Quality management for organizational excellence: introduction to total quality. 6th ed. Upper Saddle River, N.J.: Prentice Hall, 2010. Print.
Starrett, Steve. World Environmental and Water Resources Congress 2009 great rivers:proceedings of World Environmental and Water Resources Congress 2009, May 17-21, 2009, Kansas CIty, Missouri. Reston, Va.: American Society of Civil Engineers, 2009. Print.
Summers, Donna C. S. Quality management: creating and sustaining organizational effectiveness. 2nd ed. Upper Saddle River, N.J.: Pearson/Prentice Hall, 2009. Print.