Introduction

A company in the U.A.E. that specializes in providing technical and professional courses in the military field is one of the primary client of NBiz Infosol with regards to ISO consultation and Quality Management System consultation.

Company sector:

This company is in the field of providing specialized courses, it includes planning of the specified curriculum, developing of new courses, resources provision, execution and evaluation of their services.

Challenges of the company:

Since this company is dealing with a client who is considered as one of the highly confidential entity in the UAE, they are dealing with some constraints when rendering services and implementing their operations, this includes:

• The client provides limited information relating to the client requirement due to confidentiality.
• Their methodology to execute services is very much controlled by the client since they operate within the client premises and their documentation and record keeping is limited only to the level allowed by the client.
• Language differences since the courses shall be in Arabic language and in format allowed by the client, but their teachers and course producers are mostly non Arabic nationality. Translations and interpretations are needed.
• Their system of documentations are not yet standardized since each employee follows their individual practices.
• The Mode of verification and inspection of the developed courses are not yet executed.
• The company resources are not controlled there is no inventory management in place.
• Schedule progress of the ongoing courses are not regularly monitored since there is no standard procedure for monitoring.
• Departmental procedures are very dynamic and no documented standard operating procedures in place.
• Mainly, the corporate management system does not follow any standard methodology that can measure performance and can ensure confidence to meet client requirement.

How NBIZ helped them on their challenges

NBIZ provided the following services to satisfy their needs and to establish a more reliable corporate management system:

• Provide one on one consultation including interviews every day or as needed to relevant process owners to determine all the gaps and weaknesses in their management system processes.
• Developed a Quality Management System that is in compliance with the requirement of ISO 9001:2015 and designed to suit their corporate needs and addresses their current challenges.
  • Developed Quality Manual and Policy
  • Guide the company to established their corporate quality objective and each department quality objectives that are measureable.
  • Designed to provide sufficient evidence of conformity to requirement at the same time preserve confidentiality of their operations.
  • Aligned core and support processes interaction.
  • Developed in an approach that meets client standard requirement at the same time considered the most sufficient practices to implement Quality Management System.
• Give regular advice to the process owners as required related to the latest best practices that they can implement to their process scope to enhance output and improve productivity on their day to day work.
• Guide process owners in standardizing cross functional processes with various department or external stakeholders to ensure their process interaction flows are defined.
• Established process flow charts of each department processes to ensure all process activities are defined.
  • Human Resource (27 processes)
  • Administration (13 processes)
  • Quality Assurance (18 processes)
  • Planning and development (12 processes)
  • Services operations (14 processes)
  • IT support (11 processes)
  • Legal and Public relations (5processes)
• Established standard documented procedures relevant to the Quality Management System and their internal procedures including
  • Document and records control
  • Internal auditing
  • Control of non-conformities
  • Risk and opportunity management
  • Design and development of curriculum
  • Asset and inventory management
  • Management of change
  • Cross functional decision making
  • Departmental procedures:
    • HR
    • Admin
    • Quality
    • Planning
    • Operations
    • IT
    • Public relations
• Developed documentation forms based on best practices that could carry information relevant to the intended purpose of the form. including
  • Departmental forms that can be used as reference of information.
  • Forms that can provide documented evidences of QMS conformity
  • Reports, registers, references
  • Sequentially numbered forms

Opportunities they get when NBIZ helped them.

• The communication process of their company especially communication with client gets better since they can now properly document client requirement in a level approved by client. In this practice, the planning to execute curriculum programs gets more efficient and proactive.
• Even they execute to client premises, the client observed that their implementation of the course execution shows improvement, since the company is now regularly taking the client feedback and they initiate to address them.
• Translation and interpretation processes gets easier since they created database of standard wordings and terminologies to use for translating documents. Student responses on positive way that terminologies and words are easily understood.
• 17 new courses approved by the client easily by implementing the built in quality inspections and verifications prior to submission to client. These courses will be executed on the year 2020.
• Their process work flow gets efficient since they standardized their departments’ processes and its interaction, for example, Last June 2019 their student complain related to difficulty in requesting equipment and issuance, they set a standard process that the student will not request anymore but their representative will schedule to call student for their pickup of the required equipment. The issuance of equipment get efficient and controlled.
• Inventory management system is now in place and all reordering of stocks are scheduled in proper interval. As a result, the quantity of stocks are sufficient to supply certain time and less chance of getting out of stock or supplies.
• Department heads and their subordinate have clear defined roles and responsibilities and their involvement to a process. As a result less chance of delays and promote better relations between departments.
• Client satisfaction are reflected on feedbacks.
• Relation with contractors and suppliers gets better since their requirements are now clearly defined. The chance of miscommunication were lessen.
• Less reworks on producing the curriculum, in this case, they can submit the required curriculum on time. As part of this, they can generate more other works since their productivity gets efficient. As a result, their cost of producing a course gets lower, with this, better profitability is forecasted.