Pm Final Project

Topics: Dubai, ISO 9000, Management Pages: 6 (1710 words) Published: June 18, 2013
Final Project|
Performance Measurements|
Latifa Ibrahim08101105Nayef Al-Ali101020030|

Background of the Organization3
Expanding set of services, offered through a single window5
Successfully operating within a competitive regulatory and business environment6
Continuing commitment to excellence7
Approach to TQM7
Management defines, monitor, review and drive the improvement of the organization’s management system and performance9
Processes are created and managed to improve stakeholder value10
Performance Indicators11
Issues in the Organization & Solutions11

Background of the Organization
Jafza is an organization under the Economic Zones World and it was established under an Emiri decree on 9th February 1985. Jafza is located next to the Jebel Ali port, the largest port in the Middle East and the upcoming Al Maktoum International Airport and it’s the home of more than 6500 companies including 145 of the fortune global 500 companies. Jafza is one of the companies under Dubai World, and it is a part of the Economic Zones World.

Jafza was established with the key objectives of attracting companies to operate there through offering them various attractive incentives such as the following; * No taxation,
* No requirement for local partner,
* Foreign ownership, and
* Freedom to employ whoever they choose with the free zone acting as nominal sponsor

Jafza is considered as one of the fastest growing free zones in the world, over the last five years Jafza has: • Grown its customer base by 30%
• Increased revenues at an average of over 25% year-on-year • Achieved an Earnings before Interest and Depreciation (EBITDA) margin of over 70% in each year • Contributed to Dubai’s GDP at 26% on a year-to-year basis (PWC study, 2007) • Accounted for more than 50% of Dubai’s total exports (PWC study, 2007) • Accounted for 20% of all FDI inflow into the UAE (PWC study, 2007) • Sustained more than 115,000 jobs in the UAE through its companies JAFZA provides ready built facilities such as warehouses, factories and offices, available for leasing to its clients; therefore removing the need for its clients to heavily invest in construction. Companies wishing to construct their own facilities to their own specification and design can do so by leasing a plot of prepared land of the required area for that purpose. JAFZA is one of the world’s most customer centric and well integrated business hubs where a company can flourish and achieve unhindered growth. JAFZA offers variety of services from trade license, registration, visas, to on-site staff residential facilities etc. including extensive one-stop-shop administrative support to its clients. Customer Service Department (CSD) becomes the most interactive and important division once a client establishes a company in JAFZA. Customer Service Department (CSD) functions like a key facilitator offering assistance to clients in availing these services in the most friendly and efficient manner. Currently there are roughly more than 6500 companies registered with the free zone and these companies require almost daily services from the free zone authority in order to do business smoothly.

Below is the Organization chart of Jafza with all the existing departments;

Expanding set of services, offered through a single window
One of the world’s most service driven, customer centric free zones, Jafza focuses on long-term customer relationships and developing relations with global investors. Customers enjoy an environment free from restrictions, thus encouraging to grow. Jafza’s deep commitment to service excellence led to ISO 9001:2000 certification in 1996, making it the world’s first ISO- accredited free zone. Jafza created the concept of “One Stop Shop” (OSS) in the region. Jafza uses this term to define its single window offering to customers for greater convenience and maximum efficiency....
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