Marhaba Services joins Dubai Service Excellence Scheme

Under this agreement, Marhaba Services has agreed to adhere to the code of business ethics of the DSES and undertake to abide by its rules and regulations as part of its commitment to Dubai's Drive for Quality and Service Excellence.

Mr. Ismail Ali Albanna, Executive Vice President, Dnata and Mr. Ali Ibrahim, Deputy Director General for Executive Affairs at DED, were the signatories of the MoU. Dr. Lway Nackasha, Quality Advisor at DED and a number of DED and Dnata senior officials also attended the signing ceremony, which took place at Dnata Airport Operations.

"Dnata is very pleased to join hands with the DED for the membership of Dubai Service Excellence Scheme to our Marhaba Services. Surely we will be extending it to other Dnata areas in future wherever we have customer interaction," said Mr. Albanna. "Dubai is setting new dimensions of development and excellence and Dnata, as part of Emirates Group, has always been at the fore front of its commitment to the emirate's drive for quality and service excellence."

"Dubai's drive towards high levels of service quality in the service and retail sector has positioned the emirate as a shopping centre for the region. The DSES is designed to gain customers' confidence and to make the experience of buying in Dubai a pleasurable one," said Mr. Ibrahim.

"The scheme has succeeded in binding all participating businesses to a common code of business ethics and core criteria for customer service excellence, especially businesses from the service sector where customer service is the single most differentiating factor between the business competitors,"

he added.

Dr. Nackasha said: "The main theme of DSES is based on establishing a common denominator for service excellence standard in Dubai. The scheme promotes a culture of quality service that will boost customer confidence and also encourages businesses to strive for an ever-increasing quality standard."

Dr. Nackasha added: "Dnata is playing a valuable role in serving and welcoming many of Dubai visitors. By joining the list of members, DSES will create a positive impression to the visitors that are using the Marhaba service. DSES has yet gained another reputed and renowned organisation that has shown commitment to service excellence and quality."

Mr. Albanna noted that Dnata's dedication, innovation and continuous improvement to its stakeholders, "It is necessary to meet the rising demand for customer-friendly services at a time where increasing competition requires stringent application of business excellence practices. Therefore, the adoption of business excellence practices has become the basis for success of any world class company," concluded Mr. Albanna.

The Dubai Service Excellence scheme is an initiative of the DED aimed at promoting excellence in customer service and recognising businesses that provide excellent service for their customers. It is membership based, where members comply with the code of business ethics and satisfy the criteria for customer service excellence.

The DSES leverages the power of the customer and focuses on the fulfilment of his needs by producing higher service levels. This in turn, encourages the customer to pay repeat visits to an outlet thereby bringing about a corresponding increase in sales and profits.

Currently, more than 700 outlets have joined the ranks of the DSES members having fulfilled the stringent criteria laid down by the DED. They hail from a variety of economic sectors including fashion and branded wear, jewellery, furniture, gifts, household items, cosmetics and perfumes, banking and financial services, automobiles, electronic goods, restaurants and fast food chains, travel and tourism services and even petrol stations.