Recent statistics indicate that Small and Medium Businesses (SMBs) constitute about 80 percent of the businesses outlets in Dubai, with their total contribution accounting for about 75 percent of the emirate’s Gross Domestic Product (GDP).
The figured were presented at the introductory seminar for the Dubai Service Excellence Scheme (DSES), with over 200 people from the retail and service sector attending the event earlier this week.
The seminar was inaugurated by Essa Kazim, coordinator general of Dubai Quality Award and the director general of Dubai Financial Market, at the Dubai Chamber of Commerce and Industry (DCCI).
“We strongly believe that in order to upgrade the economy of the emirate, we need to work closely with the SMBs and enhance the productivity of the sector,” commented Essa Kazim. “The DSES is an ongoing effort on the part of the DED to assist the retail and service outlets in joining Dubai’s drive for quality.
Explaining the role of the scheme, Fuad Mansoor Sharaf, head of Quality and Productivity Center and coordinator general for DSES, said: “The DSES is designed to unify the base line for the service level expected in Dubai and was introduced with the specific intention to facilitate growth in the tourism, trade, finance and service sectors. This scheme will promote businesses that strive for an ever-increasing standard in customer service and boost customers’ confidence through high ethical behavior.”
Retail outlets applying for the DSES certification are required to follow a 12-point code of ethics which includes displaying prices clearly on all products exhibited, not dealing in counterfeit products, taking full responsibility for products sold and ensuring that ‘Sale’ items offer genuine price reduction. In addition, the outlets must offer products with valid guarantees and warrantees and support products with reliable after sales service. The outlets are also required to engage in an ongoing cycle of continuous improvement and support Dubai’s drive for quality.
The DSES certification has been offered to two categories of businessessmaller outlets with less than 10 employees or larger ones with more than 10 employees. Each category has been assigned specific evaluation criteria with points being divided across customer, staff and business issues and an evaluation by a mystery shopper.
The Department of Economic Development (DED) was established in March 1992, with the objective to organize, regulate and boost trade and industry within the Emirate of Dubai. The DED has molded its mission of building a futuristic establishment, in accordance with the vision of the Government of Dubai and in the light of globalization and the requirements of a digital economy. One of its key functions is to encourage local and foreign investments in commercial and industrial projects, and create the appropriate environment for investors.
The DED’s other functions comprise a wide range of regulatory activities including the preparation and maintenance of a commercial register and the supervision of all organizations.
The DED is responsible for regulating the affairs of commercial agents and brokers and commercial advertising offices, in addition to overseeing and controlling the insurance industry in the Emirate. Examining the participation of the government in the private sector and representing the government in companies where it has a stake, also comes under the purview of the DED. — (menareport.com)
© 2003 Mena Report (www.menareport.com)
