Abu Dhabi government boosts accountability and responsibility quality standards via ISO training

H.E. Rashid Al Hajeri, Chairman of DMA, said, "If we aspire to deliver world-class services, we need a firm commitment to deliver world-class training on a scale which is unprecedented in the region. Our 'excellence' campaign is creating a new generation of employees across the municipal system with the right attitude and skills to best serve the emirate."

Elaborating, H.E. Ahmed Shareef, Undersecretary of the DMA said, "It is encouraging that pass rates of 71% are exceeding the international average which stands at 58%, as local employees feel more accountability and responsibility from their jobs. They see a more rewarding career path, which supported with higher quality management skills, enables them to lead change and help us deliver on our promise to improve municipal services for residents and businesses."

The current training programme started earlier this year and will continue into 2010; with the current assembly being held this week in Abu Dhabi at the DMA. The first session of this series was conducted at Abu Dhabi Municipality, followed by a session held at the Western Region Municipality, and most recently the third session hosted in Al Ain.

The course, which is organized by DMA and facilitated by Det Norske Veritas (DNV), focuses on General Quality Management, Environmental Management Systems, and Occupational Health and Safety, through the respective trainings ISO 9001:2008, ISO 14001: 2004, and OSHAS 18001. The programme is aimed at middle managers and complements a similar training programme which focused on senior managers last year.

Hazem Tinawi, ISO expert and Manager of Certification & Training Services at DNV, explained the uniqueness of the methodology and approach of delivery saying, "The training we have conducted here in Al Ain, and previously in the past 2 sessions with the municipal staff of the Emirate of Abu Dhabi, is in-fact the highest level of ISO training available internationally. The course is certified by the IRCA (Internationally Registered Certified Auditors) and caters to deliver the A-Z about ISO to candidates with varying levels and background about the subject."

He continued, "The methodology of the delivery has been more focused on coaching rather than lecturing, as a trainer I believe that if you tell a person something they will forget, if you show someone they may remember, but if you coach someone to do a task they will never forget it."

The series of workshops, coaching and learning sessions, and exams will be ongoing through the year, and the forecasted outcomes are that the trained staff will implement the system then an audit will be conducted by end of 2010. This timeline aims to achieve a fully ISO 9001, 14001 and OHSAS 18001certified municipal system across all four bodies by end of year 2010.

Talal Al Badi, one of the attending municipal employees, expressed his view of the training, he said, "Our role now is to take this information, 'if we pass the exams!!', and be the knowledge ambassadors within each of our respective departments to create the awareness through transferring this information to our staff."

He added, "If we, god willingly, are able to fully apply the learnt standards in our daily operations, it would definitely enhance our efficiency and will prepare us to better service the people while boosting our accountability."

DMA seeks to empower employees to achieve excellence in servicing through a better understanding and learning of best practices and international standards, thus creating a critical mass of employee engagement and a team of motivated, trained, and equipped individuals with the essential skill necessary to deliver excellence in municipal service.