Business Excellence Center to support Dubai Customs World’s excellence enhancement drive

Published January 27th, 2009 - 08:21 GMT

Business Excellence Center to support Dubai Customs World’s excellence enhancement drive

Agreement signed on boosting DCW’s Djibouti operations


Business Excellence Center (BEC), the consultancy arm of Dubai World, has recently signed two agreements with Dubai Customs World (DCW) to provide consultancy and support services to optimise the customs solutions provider’s operational excellence in key areas. To achieve this objective, the center will use its management excellence system that adheres to the highest international standards and combines theoretical and practical vision.
The agreements, signed by Samira Shaloh, Head of Business Excellence Center, and Ahmed Khalaf, Director, Dubai Customs World, cover two areas namely reviewing the standards adopted in managing employees and customer satisfaction at Dubai Customs World’s Djibouti operations as well as providing a comparative research and Gap analysis to assess and help the company achieve higher management excellence.

Ms Shaloh described the signing of the agreements as a major step for Business Excellence Center as it involves important operational sectors of Dubai Customs World. “We are pleased to be associated with Dubai Customs World in its efforts to upgrade services at home and globally. The center has adopted a system of management tools that have been proven for merit and providing measurable results at international level. Dubai Customs follows excellent performance standards and the consultations, support and training we provide will enable it set a new benchmark in service quality,” she said.

Mr. Khalaf said: “Dubai Customs World wants to make use of the best available professional talent to upgrade its performance. That is why we sought the support of Business Excellence Center, which has an impressive record of providing such services. We follow the policy of continuous service upgrading, which our parent company Dubai World has adopted. As our operations expand beyond Dubai, we are committed to remain at the highest levels of excellence in services. The association with the center will help us achieve that goal.”

Under the agreements, Business Excellence Center will conduct several studies at Djibouti Port, where Dubai Customs World manages the customs operations, to assess the level of employees and customer satisfaction. The surveys will involve employees, port customers and also the Djibouti government, including decision makers at the Ministry of Finance. The objective is to cover all the gaps in the level in addition to propose corrective actions.

Through this project the Business Excellence Center aims to help Dubai Customs World achieve further excellence in customer satisfaction and organisational performance, which can be facilitated only by satisfied and motivated employees.

The agreement also covers comparative research and Gap analysis, which consists of defining the present level of Dubai Customs World’s management excellence, the targeted level and the gap between them. The second phase of this project will involve the filling of this gap where Business Excellence Center will prepare Process Development Plans and help Dubai Customs World implement it.

Business Excellence Center’s association with Dubai Customs World comes at a time when the company is forging ahead as a global pioneering organisation that provides innovative solutions to customs organisations in developing countries. 

Business Excellence Center provides assistance to Dubai World subsidiaries in their continuous efforts towards realising higher operational quality through practicing Business Process Excellence. This is in line with the strategic consultation provider’s core work area. The center seeks to provide measurable, cost-saving revenue enhancement procedures and improve the Excellence Score through changes. Its services include, among others, strategic planning and development of performance management systems and scorecards.

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