The Corporate Quality Division at the Dubai Department of Economic Development (DED) has launched a new holistic training programme to better align all its employees with the city’s business needs and growth and achieve a minimal 80 per cent satisfaction level from its customers.
The ‘Pearl Project’ incorporates training sessions on associative operations and mastering customer relations to develop employee capabilities, simplify work procedures and strengthen community-facing operations. The sessions are the first step in implementing standardized, measurable and documented operations that will help the DED meet and exceed its 80 per cent satisfaction target.
Mohamed Ali Lootah, Executive Director, Corporate Quality Division, said: “The Pearl Project is a multifaceted, innovative step forward to strengthen customer trust in DED, the main driver of economic growth in Dubai. The project is part of the department’s continuous development programme, which is focused on achieving the highest level of satisfaction for our customers and ensuring the best added value servicesâ€.
The ‘Associative Operations’ sessions will improve DED employees’ professional knowledge and equip them with the tools needed to provide more intuitive services, Mr. Lootah said. Through the training, DED employees will have the opportunity to capitalize on their aptitudes and potential through matched job profiles, improving efficiency and productivity.
While the training focuses on customer-facing staff, the DED will ramp up its internal communications processes to ensure all staff benefit from the Pearl project and are acquainted with updated procedures, operations and practices, he added. The Corporate Quality Division will also factor in employee evaluations to further improve operations.
With the second training component, ‘Mastering customer relations,’ DED employees will finesse their procedural efficiency, through a combination of skills development, improved work procedures and creativity- and innovation-boosting methodologies. The customer relationships programme will also introduce DED employees to global excellence standards and client satisfaction indicators.
About Department of Economic Development (DED):
The Department of Economic Development (DED) is the government body entrusted to set and drive the economic agenda of the emirate of Dubai, UAE. DED supports the structural transformation of Dubai into a diversified, innovative service-based economy that aims to improve the business environment and accelerate productivity growth.
DED and its agencies develop economic plans and policies, identify and support the growth of strategic sectors, and provide services to domestic and international investors and businesses.
