International Quality Summit 2011 by Informa Middle East

SAVE up to US$ 2,2 8 REGIST 9 ER NOW

International

Summit 2011 “Achieving Excellence In Evolving Times” Featuring Cutting Edge Presentations From The Following Industry Experts:

Dr. Steve Tanne Director, International Doctoral Research Centre, UK

J Corum P Managing Director, Quality Assurance Institute, UAE

Andrew Hurt General Manager Xerox Emirates, UAE

David Jalili Managing Partner, Ibtikar Management Services (IMS), UAE

Kashif Mumtaz Quality Assurance Manager, The SPEC Group, UAE

Plus

4 must attend cutting-edge workshops See page 3 & 9 for full details

Be prepared to contribute your thoughts!

Summit days will feature live interactive audience voting throughout the programme! A great way to stimulate interaction and networking!

Pr e-

Su 22 m M 2 mit23 M ain 4 W a Po Su - 25 ork y stSu 2 mm May sho ps m 6 M it Da m a it W y ys or ks ho ps

22 – 26 May 2011 Dusit Thani Hotel, Dubai, UAE

Key Benefits:  Benchmark your customer excellence strategies to take their experience to the next level  Enhance your self-assessment strategies and preparation for award systems  Create a quality culture which is aligned with your organisation’s business strategy  Hear from previous and current award winning companies  Explore the latest process mapping and value streaming strategies  Understand how to develop a fully integrated and advanced excellent strategy  Review all the new trends in measurement and monitoring operational and process excellence tools  Gain the tools to justify the importance of excellence programmes to your top management

Hear Contributions From Experts Representing These Leading Organisations: • Abu Dhabi Distribution Company, UAE • AECOM, UAE • Alhamrani United Company (Nissan Saudi Arabia), KSA • British Quality Group • Cleveland Clinic Foundation, UAE • Dubai Health Authority (DHA), UAE • Dubai e-Government, UAE • European Centre For Business Excellence, UK • EFQM • Honeywell Middle East, UAE •G lobal Management Consultants, UAE • I btikar Management Services (IMS), UAE • J oint Commission International (JCI) - Middle East Office, UAE •M inistry of Health, UAE •Q uality Assurance Institute, UAE •S ervices Ltd, UK •S cottish Widows, UK •U niversity of Exeter, UK •V odafone, UK

Supported by

tel: +971 4 335 2437

fax: +971 4 335 2438

email: register@iirme.com

www.iirme.com/quality web: www.iirme.com/quality

Internationa l

Summit 2011

Dear Quality Professional,

Who should attend?

As we enter a new year and a fresh set of challenges in an ever-evolving economy, excellence and the customer becomes more important than ever before.

The International Quality Summit is designed for professionals who are dedicated to the journey to excellence for their organisation.

The International Quality Summit taking place from the 22 – 26 May 2011 in Dubai will provide proven approaches, valuable tools and successful strategies for achieving excellence. This summit will offer you an outstanding learning opportunity in a variety of forms – pre and post summit workshops, case study presentations, keynote addresses and interactive sessions. This Summit will provide the platform to hear and discuss best practice to take you to the next level on the path to excellence, whether you are ISO certified, moving to Six Sigma or are looking for proven techniques to measure and improve business performance. Specific tools and Total Quality Management process improvements will be explored in detail and the lessons learned will be applicable across all industries, whether you are in oil and gas, telecommunications, banking, healthcare or any other sector. An unmissable opportunity to enhance your learning experience with 4 cutting edge workshops.

Pre-summit workshops

MUST ATTEND

Workshop A – 22 May 2011 Business Excellence – The Model, Award Systems And SelfAssessment Workshop B – 23 May 2011 Measurement – Using Tools And Techniques For Measuring And Monitoring Process Capability

Post-summit concurrent workshops Workshop C – 26 May 2011 Learning to See – Process Mapping

CEOs Presidents Vice Presidents Quality Directors/Heads/Managers Quality Directors/Heads/Managers Quality Assurance General Managers Customer Quality Strategic Change And Quality Directors Technical Directors Group Managers Quality Quality Advisors Managers Strategic Planning Managers, Organisation And Systems Development Managers, Production Planning Industrial Engineers Chief Industrial Engineers Business Process And Marketing Department Heads, Operations Division Senior Partners Directors / Managers - Human Resources Development Directors / Managers - Business Development Head Business Analyst

Workshop D – 26 May 2011 The Shift To Personal Leadership – The Key To Corporate Excellence

L QUA IT Y G % high standards of quality inUproducts, services Achieving 0 and the manner in which they are generated and delivered

QUA

should not be an optional extra for any organisation!

T N A

LIT

L QUA IT Y G U

tel: +971 4 335 2437

Ryan O’Donnell Senior Conference Director IIR Middle East

Yours Sincerely,

I look forward to welcoming you at the International Quality Summit.

fax: +971 4 335 2438

email: register@iirme.com

web: www.iirme.com/quality

Internationa l

Cutting-Edge Pre-Summit Workshops

Summit UAR G Y AN IT L T A 2011 08:30 – 14:30 Sunday, 22 May

Workshop A

2011

10 0 %

Workshop Timings: Registration for the workshop will commence at 08:00 on each of the days. It will begin at 08:30 with refreshments being served at appropriate times. Each day will conclude at 14:30 after which lunch will be served.

Y T LI

Business Excellence – The Model, Award Systems And Self-Assessment

David Jalili, Managing Partner, Ibtikar Management Services (IMS), UAE David is Director of Performance Excellence (PE) and is a certified EFQM assessor and a Lead Assessor with the Dubai Quality Award since inception. He has supported the development of excellence in the region and also worked with organisations to implement PE. This includes a winner for DQA each year for past 9 year as well as winners in other similar awards. Previously he was a chartered engineer with the ESSO Petroleum Company for 10 years and a senior consultant with KPMG Peat Marwick for six years. David is well known as an avid promoter of PE specifically business excellence models and continues to play a central role in assisting government departments and companies in implementing PE practices.

GUAR

A N T

Workshop B

About Your Workshop Leader:

IT Y

• Awards versus Improvement • Excellence Models as Business Models • Adopting excellence models to improve organizational performance • The self-assessment process and Gap Analysis • The stages for award preparation • Holistic enhancement of all aspects of the organization; • leadership effectiveness • building customer and employee engagement • increasing innovation and sustain competitive advantages

A QU

• improve process management, social responsibility and ethical behavior • Losers are also winners!

Agenda:

For the past 20 years the Excellence Model has gained greater acceptance with many organisations not only by award bodies as a sound basis for prestigious awards recognising excellent organisations but also as a tool for continuous improvement. The Journey to Excellence, it is said, has no finishing line since standards, benchmarks, systems and people strive to improve to keep ahead! This workshop will explore how these models have evolved as business tools and how organisations can benefit from self-assessment not only to improve but to prepare for winning prestigious and well recognised awards.

Monday, 23 May 2011 08:30 – 14:30

Measurement – Using Tools And Techniques For Measuring And Monitoring Process Capability Workshop Outline:

This workshop will enable you to explore the ‘measurement territory,’ which will help you identify the key measuring and monitoring points in your business that are critical to improving the performance of your business. Once the key points are identified you will be introduced to a range of tools that you can use to keep your finger on the pulse of your business. When exploring the measurement territory you will be able consider the key measuring and monitoring points at various stages of product or service production from input through to outcome. Time will be devoted to the human side of the enterprise where key measurement tools will be introduced, but the core of the workshop will be devoted to using statistical tools to measure and monitor process capability.

Agenda:

• Using a schematic of a simple process to identify key measuring points in business processess • Tools for measuring and monitoring the quality of inputs, outputs and • The Human Side of the Enterprise: tools for measuring and monitoring competence, commitment, culture and productivity • An introduction to Statistical Process Control: normal

tel: +971 4 335 2437

fax: +971 4 335 2438

distribution, standard deviation, run charts and calculating a capability index • Selecting and constructing a Control Chart: using a number of example business process delegates will be able to engage in an exercise to construct a range of control charts

About Your Workshop Leader:

Alan Power, Award-Winning Managing Director Alan has extensive experience in developing people and organisations – he has been a trainer/developer for nearly 40 years. He also has more than 20 years experience as a quality practitioner mostly in the finance sector where, as Personnel Director of Mortgage Express Ltd., he launched his first major quality strategy in 1987. After launching this initiative, in 1989, Alan was asked to set up a new company to process TSB Bank mortgage business which he did using a quality management strategy that today would be recognised as Lean Six Sigma. While Managing Director, TSB Homeloans won several Quality Awards, including, in 1996, the Scottish Quality Award for Business Excellence, an Award based on the EFQM Excellence Model. On the merger of TSB Bank with Lloyds Bank Alan was appointed Head of Quality Management (Policy & Strategy); he left LloydsTSB to set up his own consultancy in 2003 and now works extensively in the Middle East, North Africa and the UK delivering training and consultancy assignments in Business Excellence, Lean, Six Sigma and Operations Management.

email: register@iirme.com

10 0 %

Workshop Outline:

web: www.iirme.com/quality

Internationa l

Summit Day One Tuesday, 24 May 2011

08:00

Registration And Morning Refreshments

09:50

08:15 Breakfast Briefing (By Invitation Only) This invitation only breakfast briefing will allow you to absorb and examine new concepts and ideas in an informal and intimate setting. A short presentation will be followed by a lively and ‘closed door’ discussion as you sample a gourmet five-star breakfast. This briefing is by invitation only. 08:50

Chairman’s Opening Address

09:00

T he International Quality Summit Audience Electronic Vote

Alan Power, Award-Winning Managing Director

With the level of expertise and knowledge in the audience, the International Quality Summit is introducing additional audience participation through electronic voting to help provide an indication of what the industry considers to be the most important issues. It will also allow you to get a snapshot view on the issues of the day. The same set of questions will be asked at the end of the summit to provide you with a helpful comparative study. Questions will examine: • Creating a quality culture which is aligned with your organisation’s business strategy • Review different quality models and identify the most suitable combination for your organisation • Customer Experience – are your KPIs aligned with your quality measures • Gain the tools to justify the importance of excellence programmes to your top management • Detect new trends in quality/performance management • Benchmark with leading companies in the market 09.15

apping The Road To Excellence: M Developing First Class Programmes To Accelerate Your Excellence Strategy

0 KEYNOTE OPENING ADDRESS

Professor Hadi Eltigani, Chief Executive Officer, Abu Dhabi Institute For Organisational Excellence, Chairman, Emirates Quality Association and Coordinator General, Sheikh Khalifa Excellence Award (SKEA), UAE An academic, researcher and practitioner in Quality Management, Professor Eltigani is one of the pioneering figures in making the intellectual argument for Quality and in the implementation of Business Excellence Models in the region. As well as being a fully licensed trainer by some of the major international professional organisations (the British Quality Foundation and the EFQM), he played a key role in the re-launch of the Dubai Quality Award, the launch of the Government Excellence programme and the Sheikh Khalifa Excellence Award. Professor Eltigani’s activities are not only confined to the UAE as his work has covered helping other GCC states establish their quality programmes and industry awards.

L QUA IT Y G U 0%

LIT

T N A

“It is an excellent event. I had a chance to meet and exchange ideas with colleagues

Dr Rashid Al Abri, Director Of Quality Management, Sultan Qaboos University Hospital, Oman

L QUA IT Y G U

from other organisations.”

tel: +971 4 335 2437

QUA

fax: +971 4 335 2438

REGIONAL KEYNOTE ADDRESS

Summit 2011

xcellence As THE Bedrock For Rebuilding E Economic Growth And Stability: Benchmarking The GCC In A Global Context – How Far Have We Come And Where Does The Journey Next Take Us?

Saleh Janeeh, Chairman, Dubai Quality Group (DQG), UAE Saleh was elected as Chairman of the DQG in December 2010. In his current role as Senior Manager, Quality Assurance and Business Excellence at DUBAL, he has been responsible for the introduction of Lean Six Sigma Methodology and also the Chairman of the award-winning DUBAL Suggestion Scheme - an integral part of the company’s continual improvement process. Saleh is also an Office Bearer of the Emirates Safety Group and is currently doing his doctoral research in Innovation from Manchester University in the UK. 10:25

apping Your Course To Excellence And M Greatness: Operational And IT Excellence

• Reviewing the OPEX (Operational Excellence) model • Assessing current tools and training for ITSM and IT security • Quality driven project management • Future role of the QAI and what does the future look like for the region? P J Corum, Managing Director, Quality Assurance Institute, UAE The Quality Assurance Institute has been running for more than 21 years and is heavily involved in the development of quality initiatives across the region. P J, serving his second year as Chair, is a qualified lead assessor for the Dubai Quality Award, participating in assessments during 2001 and 2002. He is also the founding member of the IT Sub-Group for the Dubai Quality Group. 11:00

Networking And Refreshment Break

11:30

F AST FORWARD: High Speed Transformation For Buinesses In Change. Lessons From Deploying TQM, BPR, Lean, SIx Sigma, Kaizen and BPM

FAST Forward is an approach that has been applied in practice with remarkable success because it meets the needs of today’s businesses but still embraces those Quality principles that really work. • When the pace of change is phenomenal in your organisation: how to take stock and put in place the most appropriate tools • Your customer scorecard and KPIs – do they continuously match an ever-evolving economic and technological environment? Dr. Roger Cliffe, former Quality Director, Vodafone, UK and Former Chair of Investors in Excellence Roger was Quality Director for 8 years where he was responsible for developing and implementing the Group quality strategy. During that time Vodafone developed a formidable business improvement program involving several hundred Black belts, thousands of green belts and Red belts and resulting in impressive financial savinga and improvements in customer experience. His previous work in Quality Improvement covers the financial services, steel, aerospace and chemical industries in the USA, Japan and Europe. Roger is also a fellow of the IQA and has been a senior assessor for the European and British Quality Awards for 10 years and a fellow of the Royal Statistical Society

email: register@iirme.com

web: www.iirme.com/quality

Internationa l

Summit Day One Tuesday, 24 May 2011

14:45 Using

Benchmarking To Deliver Performance And Customer Excellence

• Providing a practical well proven tool to manage benchmarking studies • Sharing some experiences of what works and what does not work when benchmarking • Presenting highlights and good practices from benchmarking studies covering productivity improvements, customer excellence and culture change • Addressing the difficulties faced when implementing good practices Dr. Steve Tanner, Director, International Doctoral Research Centre, UK Dr. Tanner has authored many books including Benchmarking in a Week, The Benchmarking Roadmap, Beyond ISO9001 Certification, and Assessing Business Excellence. Steve has led many benchmarking studies examining the critical challenges facing organisations today. He now works with International Doctoral Research Centre, a voluntary organisation supported by Henley Business School at the University of Reading in the UK, The International Centre for Management of Technology in Norway and the UK and Harstad University College, Norway. 15:30

Networking And Refreshment Break

tel: +971 4 335 2437

fax: +971 4 335 2438

10 0 %

16.45

GUAR

• How take your customer scorecard to the next level • Benchmarking – focussing on the right KPIs that fit into your overall business strategy • Enhancing processes with a structured methodology • Realising the strategic benefit behind your quality programme implementation Andrew Hurt, General Manager, Xerox Emirates, UAE Andrew assumed his current position in 2004. His mantra has been business growth can only be achieved by continuing our focus in our customer’s needs and serving them on a benchmark model, while continuing our investment in developing our people to achieve our goal’. Prior to joining Xerox Emirates, Andrew held a number of positions in Xerox including Distributor Manager for the Middle East and before that, Marketing Manager for Xerox Engineering Systems.

A QU

ealthcare Quality Measure - Key H Performance Indicators

• What are Key Performance Indicators (KPIs)? • Why do we need KPIs in Healthcare? • Concerns related to KPIs • Implementing a successful KPI Program at SKMC: - Step 1: Identifying - Step 2: Defining Profile - Step 3: Setting targets - Step 4: Reporting - Step 5: Improving Dr. Samer H. Ellahham, Chief Quality Officer, Senior Consultant, Sheikh Khalifa Medical City, Cleveland Clinic Foundation, UAE Samer Ellahham, MD, FACP, FACC, FAHA, FCCP, is Chief Quality Officer, SKMC, Managed by Cleveland Clinic Foundation, Abu Dhabi, U.A.E. He is currently staff Physician at The Cleveland Clinic Foundation, Cleveland, Ohio, USA. He is the President of the International Association of Healthcare Quality. Dr. Ellahham received his medical degree from the American University of Beirut School of Medicine in Beirut, Lebanon. Dr. Ellahham completed his residency in internal medicine at the Washington Hospital Center in Washington, DC. Dr. Ellahham then completed his fellowship in Cardiology at the Medical College of Virginia in Richmond, Virginia. 17.30

End Of Summit Day One

“The Summit is perfect! It focuses on excellence and the future of quality implementation in the region.”

email: register@iirme.com

10 0 %

Y T LI

• Measuring and Monitoring Customer Satisfaction • Thinking beyond traditional “Product Quality” • Partner for the success with your customers • How to achieve your targets? look for indirect drivers • Learn to love complaining clients for business development • Using third party for data quality and data gathering • Lessons learnt • Development achieved through the use of the Balanced Scorecard (BSC) programme Mohammed Laiq Mohsin, COO Office and BSC Programme Manager, Al Hamrani United Company (Nissan Saudi Arabia), Kingdom of Saudi Arabia Mohammed has completed a Bachelors Degree in Mechanical Engineering and Post-Graduate Diploma in Marketing and Sales Management from India in 1991. Currently he assists the Chief Operating Officer of Alhamrani United Company for Corporate Company Growth and Development of Automobile Business in Saudi Arabia. Furthermore, he is entrusted to manage the Office of Strategy Management by directing the Balanced Scorecard Implementation at Alhamrani United Company & Alhamrani Trading & Import Company.

005 Dubai Quality Award Winner And 2 2006 Sheikh Khalifa Excellence Award Winner Xerox Emirates Progress To Date – Putting Your People And Your Customers First To Achieve Excellence 14.00

A N T

Lunch Tables

You will have the opportunity to network in an informal setting by pre-selecting a speaker hosted lunch table. Pre-registration is required and allocation is on a firstcome first-serve basis and limited to 8 delegates per table.

Quality Assurance – What’s Next For The Region: A Multi Dimensional Approach

IT Y

Robert Thomas, Quality Manager, Honeywell Middle East, UAE 13.00 Networking Lunch And Speaker Hosted

16.00

Assessment And Quality Management

2011

12:15 Excellence

Summit UAR G Y AN IT L Towards Customer Service ExcellenceTAnd A

Abdullah Al Shibli, Aircraft Engineer, Royal Airforce Of Oman, Oman

web: www.iirme.com/quality

Internationa l

Summit Day Two Wednesday, 25 May 2011

Summit 2011 08:00

Registration And Morning Refreshments

T he Excellence Awards: Using The Excellence Model And How It’s Used As The Basis For An Awards System And For Self-Assessment

•D elivering business excellence systems your customers really want • S elf-assessment: key tips and tools • G etting yourself ready for an awards system • A pplying practical techniques for each stage of your engineering process • D o awards really pay-off? • E nsure your business excellence system works for you and not the other way round David Jalili, Managing Partner, Ibtikar Management Services (IMS), UAE David is Director of Performance Excellence (PE) and is a certified EFQM assessor and a Lead Assessor with the Dubai Quality Award since inception. He has supported the development of excellence in the region and also worked with organisations to implement PE. This includes a winner for DQA each year for past 9 year as well as winners in other similar awards. Previously he was a chartered engineer with the ESSO Petroleum Company for 10 years and a senior consultant with KPMG Peat Marwick for six years. David is well known as an avid promoter of PE specifically business excellence models and continues to play a central role in assisting government departments and companies in implementing PE practices. 09:45 Seeing

Is Believing: Process Mapping Techniques And Value Stream Mapping In The Service Environment

L QUA IT Y G U 0%

11:00 Developing

• Adopting a Six Sigma as a business improvement strategy • Understanding the best way to launch Six Sigma

L QUA IT Y G U

tel: +971 4 335 2437

A Six Sigma Strategy: Outlining A Strategic Approach To Six Sigma

T N A

LIT

Networking And Refreshment Break

10:30

QUA

• Translating process into visual form • Using Value Stream Maps to drive operational change • Tactics for successful Value Stream Mapping Mark Halliday, Quality Manager, Scottish Widows, UK and a Six Sigma Black Belt Mark achieved a Degree in Environmental Engineering with honours from the Royal Melbourne Institute of Technology University and subsequently worked as a graduate in the quarrying and mining industry in Australia. In 2004 he moved to the United Kingdom and took up a position in the Banking sector. Mark is a trained Sigma Black Belt and is currently a Business Improvement Manager within Scottish Widows.

fax: +971 4 335 2438

in an operations environment - defining and establishing roles, relationships, education and training • Integrating a Lean Strategy with a Six Sigma strategy Alan Power, Award-Winning Managing Director Alan has extensive experience in developing people and organisations – he has been a trainer/ developer for nearly 40 years. He also has more than 20 years experience as a quality practitioner mostly in the finance sector where, as Personnel Director of Mortgage Express Ltd., he launched his first major quality strategy in 1987. After launching this initiative, in 1989, Alan was asked to set up a new company to process TSB Bank mortgage business which he did using a quality management strategy that today would be recognised as Lean Six Sigma. While Managing Director, TSB Homeloans won several Quality Awards, including, in 1996, the Scottish Quality Award for Business Excellence, an Award based on the EFQM Excellence Model. On the merger of TSB Bank with Lloyds Bank Alan was appointed Head of Quality Management (Policy & Strategy); he left LloydsTSB to set up his own consultancy in 2003 and now works extensively in the Middle East, North Africa and the UK delivering training and consultancy assignments in Business Excellence, Lean, Six Sigma and Operations Management. 11:45

L ean And Kaizen: Developing The Critical Success Factors For Your Excellence Strategy

• What do Lean and Kaizen mean to you and to your organisation? • What blend of initiatives is right for you? • Benefits of developing non-financial KPIs for a ‘cando’ culture: - Managing the cultural change - Moving from command and control towards leadership by direction - Outlining the bottom-line savings • Implementing the 3C approach to continuous improvement: concern, cause and countermeasure Alan Harrison, Head of Kaizen and Continuous Improvement, Weir Pumps, UK Alan has over 12 years of experience in strategic business improvement implementation in world class, world-wide engineering and manufacturing companies. He will examine the concept of continuous improvement within a wider excellence programme. 12:30

etworking Lunch And Speaker Hosted N Lunch Tables

You will have the opportunity to network in an informal setting by pre-selecting a speaker hosted lunch table. Pre-registration is required and allocation is on a first-come first-serve basis and limited to 8 delegates per table. 13:30

nhancing Your Business Case For E Quality: Examining Research-Based Evidence To Show A Top-Level Excellence Strategy Delivers An Improved Bottom Line

•R esults oriented business case for excellence – understanding how superior performance is attained

email: register@iirme.com

web: www.iirme.com/quality

Summit Day Two Wednesday, 25 May 2011

• Strategies for leadership and change management • How to develop and measure commitment, culture and competence

tel: +971 4 335 2437

fax: +971 4 335 2438

10 0 %

GUAR

Human Side Of The Excellence: Creating Operational Excellence Through The Power Of People And Communication

A N T

14:45 The

15:15

IT Y

•E xploring the ADDC experience in its journey for business and service excellence • C hanging the culture to achieve excellence in customer service • R eviewing lessons learnt and overcoming challenges • E xploring customer relations development practices • F uture challenges and plans Eng. Hani Hossni, HSEQ Department Manager / Management Representative, Abu Dhabi Distribution Company, UAE In 2007, Hani Hossni and his team won the Shaikh Khalifa Excellence Award in the services sector and the Five Star Certificate for the Health and Safety Management System by the British Safety Council. Hani received a Masters degree in Quality Management and is a Quality and HSE Certified Lead Auditor from IRCA as well as an EFQM Excellence Assessor.

A QU

Y T LI

10 0 %

ustomer Service Excellence And C Quality Management / Assurance – What Next For ADDC?

overcoming the challenges with different styles of communication • Outlining the importance of bringing your workforce with you. • Communication and sentinel events Saira Akbar, CEO and Lead Trainer, Global Management Consultants, UAE An entrepreneur by heart, Saira left Emirates Airline, and set up her own business – Global Management Consultants – in 1997. Since setting up Global she has nurtured the company as CEO and Lead Trainer and spearheaded its reputation as one of the leading regional consultancy firms in HR, sales, marketing, customer experience and leadership training and recruitment. Certified in Inscape DiSC Profiling, 6 Seconds Emotional Intelligence, Persona Global organisational assessments, CIM diploma holder, in last 14 years, Saira and her team have trained, advised and counselled individuals, senior executives and leading organisations from the region.

14:15

2011

•R eviewing the latest studies showing Excellence Award winners regularly outperform competitors in share price and financial performance • I n-depth insight into the various levels of awards, industrial sectors and the mechanism by which superior performance is obtained • E xploring the necessary tools and skills as a quality professional to justify to top management the importance of quality programmes in attaining organisational excellence • T ips in assisting you in justifying the importance of quality to your organisation – selling the idea of organisational excellence and gaining that all important buy-in Professor Tony Bendell, Managing Director, Services Ltd, UK Tony is Director of the Centre of Quality Excellence at the University of Leicester, UK, which runs postgraduate campus-based and distance learning courses throughout the world including the MSc in the Management of Quality Excellence and the MSc in Customer Service Management, which are available in the UAE. He is also Managing Director of Services Ltd., one of the largest training organisations licensed by the British Quality Foundation to conduct training and consultancy for the EFQM Excellence Model and Self-Assessment. Tony is also an EFQM licensed trainer for the EFQM Excellence Model, an IRCA registered trainer of Quality Auditors, a member of the BSI QS1 Committee that deals with ISO 9001:2000 and a trainer of Six Sigma Black, Green and Yellow Belts.

Summit UAR G Y AN IT • Measuring andL monitoring productivity A your quality strategy and T • Communicating

Internationa l

eveloping A Fully Integrated Quality D Program For Your Healthcare Facility: Delivering Excellence

• What is unique about the healthcare industry? • The quality frame work you may adopt and how to get it integrated • Components of the program and competency of people • How to get started success factors Dr. Zakaria Zaki Al Attal, Director of Quality & Performance Management, Hospitals Services Sector, Dubai Health Authority (DHA), UAE Dr. Al Attal is a certified professional in Healthcare Quality (CPHQ) / National Association for Healthcare Quality (NAHQ) and an expert in implementing and developing quality concepts. Currently he oversees the quality, risk management, performance and accreditation programmes across four government hospitals and specialised DHA centres. He is an executive member of the American Healthcare College and an independent consultant with the Joint Commission International. 15:45

Networking And Refreshment Break

16:15 Quality

Market

Challenges In A Challenged

• Examining and implementing strategies to enhance your: - Budgeting - Resourcing - Continuous improvement - Training John Doss, Regional Quality Manager, AECOM, UAE John has 14 years of experience in quality management systems including auditing (internal & external), consultation and training. In his current role he is responsible for the quality systems for around 80 projects. Previously his auditing experience includes more than 150 companies across government and private sector organisation from the entire GCC.

email: register@iirme.com

web: www.iirme.com/quality

Internationa l

Summit Day Two Wednesday, 25 May 2011

Summit 2011 16:45 Using

Grounded Theory For The Development Of Model For Operations Improvement – Stepping Stone Towards Excellence Beyond ISO 9001

• Gaining a more comprehensive understanding and an introduction to grounded theory • Using grounded theory to develop operations improvement model (oim) • Comparing developed model with existing theory • OIM as a stepping stone towards excellence for ISO certified companies • Discussing the benefits and limitations Kashif Mumtaz, Quality Assurance Manager, The SPEC Group, UAE Kashif is a Chartered Quality Professional (MCQI CQP) supported by MSc Quality Management with 11 years hands on experience in implementing and maintaining Quality Management System (QMS) / ISO 9001 Framework and Total Quality Management (TQM) 17:15

ositive Practice Environments = Quality P Workplaces = Quality Patient Care

• Understanding the importance of strengthening your performance and cost-effectiveness of the health workforce to improve patient outcomes • Fully utilise your wide range of competencies for the service of patients • Examine the various ‘positive environment’ factors that lead to poor patient care • Take away strategies for development of positive practice environments

Azza Nasser Ghanem Mohammed Al Ali, General Nurse Practitioner and Director of Nursing, Ministry of Health, RAK, UAE Azza has held this position since 2006 and focuses on preventative medicine. Her previous positions include Deputy In-Charge and Charge Nurse of the general ward. Azza has attended numerous training courses focussed on quality and excellence and is a frequent speaker at conferences and seminars – giving a unique perspective on the future of patient care. 17:45 The

International Quality Summit Audience Electronic Vote

The same set of questions that were asked at the start of the conference will be asked at the end of the summit to provide you with a helpful comparative study. Questions will examine: • Creating a quality culture which is aligned with your organisation’s business strategy • Review different quality models and identify the most suitable combination for your organisation • Customer Experience – are your KPIs aligned with your quality measures • Gain the tools to justify the importance of excellence programmes to your top management • Detect new trends in quality/performance management • Benchmark with leading companies in the market 18:15

End Of Summit Day Two

SPONSORSHIP Are you Interested in sponsoring or exhibiting? All of our sponsorship packages are customised to our client’s exact specifications. We know that every business is different and we will work with you to tailor and develop a package that meets your business’s individual goals and objectives.

L QUA IT Y G U % 0New Sales Leads – By showcasing your products

6 Great Reasons To sponsor!

T N A

2. Launch New Products Or Services – Draw attention to your products and brand using the International Quality Summit as a launch pad for new developments, products or services

L QUA IT Y G U

tel: +971 4 335 2437

3. Enter New Markets – Exhibiting is one of the most cost effective and time efficient ways of entering new markets. This is a great opportunity to research and network whilst gaining exposure to a new and qualified database

LIT

QUA

1. and services at the exhibition or during the conference programme, you can meet and influence board-level decision makers and buyers and grow your contacts and sales

fax: +971 4 335 2438

4. Build Customer Loyalty – Face-to-face contact at conferences shows continued support to the market and helps you develop client loyalty as well as cementing your position as a market leader. Anything is possible – business breakfasts, VIP lounges face-toface meetings… 5. Position Your Corporate Brand – Showcasing your company at the International Quality Summit establishes your company as a market leading brand 6. Broker New Business Partnerships – The International Quality Summit presents you with an ideal opportunity to make contact and future business with carefully selected companies. We have a limited number of sponsorship and exhibition opportunities still available. For more details on tailored packages that meet your needs, please contact: Mark Butler on +971 4 407 2516 or sponsorship@iirme.com

email: register@iirme.com

web: www.iirme.com/quality

Cutting-Edge Post-Summit Workshops

Summit UAR G Y AN IT L T A

2011

Thursday, 26 May 2011 08:30 – 14:30

Workshop C

Internationa l

Learning to See – Process Mapping

Workshop D

GUAR

• Introduction and discussion • Translating processes into visual form • Situational use of mapping techniques in services • Standards used in value stream mapping

A N T

Agenda:

About Your Workshop Leader:

IT Y

This workshop will be highly participative and provide an opportunity to experience and use the tools discussed through a practical exercise.

A QU

• Lean and the Value Stream Map - seeing is believing • Current and future state value stream maps • Practical mapping activity • Using Lean techniques to identify improvement opportunities • Final questions and answers

Using process mapping techniques is a fundamental step in identifying and selling improvement opportunities to process owners and stakeholders. A technique that was once the domain of manufacturing, Value Stream Mapping is increasingly adopted by the service sector as a simple and effective tool for driving change.

Workshop Outline:

Y T LI

10 0 %

Mark Halliday, Quality Manager, Scottish Widows, UK and a Six Sigma Black Belt Mark achieved a Degree in Environmental Engineering with honours from the Royal Melbourne Institute of Technology University and subsequently worked as a graduate in the quarrying and mining industry in Australia. In 2004 he moved to the United Kingdom and took up a position in the Banking sector. Mark is a trained Sigma Black Belt and is currently a Business Improvement Manager within Scottish Widows.

Thursday, 26 May 2011 08:30 – 14:30

The Shift To Personal Leadership – The Key To Corporate Excellence Workshop Outline:

The Key To Corporate Excellence workshop will challenge the fundamental beliefs on what is important and what is not. Delegates will learn that the only way to take control of their lives is by living in the now and believe that their job is the monster that you have no control over. This workshop will also identify the power and role of integrity in building personal character and leadership as well as the role of ‘paradigms’ in forming your self worth and attitude.

Agenda:

• What it takes to have personal leadership track - Leadership debate - Living from good to great - Steve Jobs and leadership - Dots will only connect looking backwards – trust the future - Love what you do – keep looking - don’t settle - Death is a clearing agent - Stay hungry – stay foolish • What it takes to build personal leadership track - What comes in the way - What is paradigms

tel: +971 4 335 2437

fax: +971 4 335 2438

- Gallup research on attitude - Attitude is a choice - EGO - Mind the monster - What is integrity • Your personal leadership scorecard • “I make a difference to someone” ribbons

About Your Workshop Leader:

Saira Akbar, CEO and Lead Trainer, Global Management Consultants, UAE An entrepreneur by heart, Saira left Emirates Airline, and set up her own business – Global Management Consultants – in 1997. Since setting up Global she has nurtured the company as CEO and Lead Trainer and spearheaded its reputation as one of the leading regional consultancy firms in HR, sales, marketing, customer experience and leadership training and recruitment. Certified in Inscape DiSC Profiling, 6 Seconds Emotional Intelligence, Persona Global organisational assessments, CIM diploma holder, in last 14 years, Saira and her team have trained, advised and counselled individuals, senior executives and leading organisations from the region.

email: register@iirme.com

web: www.iirme.com/quality

Internationa l

IIR Middle East certified by

Summit 2011

ISO 9001 : 2000

22 – 26 May 2011 • Dusit Thani Hotel, Dubai, UAE

FIVE WAYS TO REGISTER IIR Holdings Ltd. GCS/IIR Holdings Ltd. P.O Box 21743 P.O Box 13977 Dubai, UAE Muharraq Kingdom of Bahrain

971-4-3352437 971-4-3352438

www.iirme.com/quality

Programme At A Glance Sunday, 22 May 2011  1 Pre-Summit Workshop A

Monday, 23 May 2011  1 Pre-Summit Workshop B

Tuesday, 24 May 2011

Wednesday, 25 May 2011

 Summit Day One

5 days Two-day conference plus 3 workshops (please tick workshops above) SAVE 4 days Two-day conference plus 2 workshops (please tick workshops above) SAVE 3 days Two-day conference plus 1 workshop (please tick workshop above) SAVE 2 days Two-day conference SAVE 1 day Workshop A or B or C or D (please tick workshop above) SAVE

Thursday, 26 May 2011

 S ummit Day Two  1 Post-Summit Workshop C  1 Post-Summit Workshop D

Price Before Price Between March 22nd March 22nd and April 21st US$ 3995 US$ 4095

Price After April 22nd

US$ 2289 US$ 3595

US$ 2189 US$ 3695

US$ 2089 US$ 3795

US$ 1594 US$ 3195

US$ 1494 US$ 3295

US$ 1394 US$ 3395

US$ 899 US$ 2799 US$ 200 US$ 895

US$ 799 US$ 2899 US$ 100 US$ 995

US$ 699 US$ 2999

US$ 200

US$ 100

US$ 4195

US$ 1095

A1161 All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.

Payments A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received. Card Payment  Please charge my credit card:

DELEGATE DETAILS

Visa 

Name: .............................................................................................................................................................................................................. Job Title: ......................................................................................................... Email: ..................................................................................... Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

Mastercard 

American Express 

Card Number:

 Exp. Date: ...................... / .............................. / ..................................... Name on Card: ....................................................................................... Signature: .................................................................................................

L QUA IT Y

Job Title: ......................................................................................................... Email: .....................................................................................

Tel: ..................................................... Fax: .................................................... Mobile: ..................................................................................

COMPANY DETAILS

Company: ............................................................................................................................................................................................................

QUA

Address: ................................................................................................................................................................................................................

Cancellation If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days of less before the Event must be paid in full. Substitutions are welcome at any time.

Avoid Visa Delays - Book Now

Tel: .............................................................................................. Fax: .................................................................................................................

Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process.

No. . of employees on your site: 1000+  500-999  250-499 

All registrations are subject to acceptance by IIR which will be confirmed to you in writing.

Postcode: ................................................................................. Country: ...........................................................................................................

 0-49

 YES, I would like to receive information about future events

Nature of your company's business: ..........................................

LIT

50-249 

& services via e-mail .................................................................

Event Venue:

T N A

To assist us with future correspondence, please supply the following details: Name of the Department Head: .....................................................................................................................................................................

Department: ........................................................... Mobile: .......................................... Email: .......................................................................

Training Manager: ............................................................................................................................................................................................. Department: ........................................................... Mobile: .......................................... Email: ......................................................................

L QUA IT Y G U

Booking Contact: ..............................................................................................................................................................................................

tel: +971 4 335 2437

fax: +971 4 335 2438

Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.

Dusit Thani Hotel, Dubai, UAE +971 (0)4 343 3333 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971-4-4072693 Fax: +971-4-4072517 Email: hospitality@iirme.com