Participants Names:

Students name- #ID

Lecturer Name: Dr.

Course Name: Quality Management
 The International Organization for Standardization (ISO) is an international standard-
setting body composed of representatives from various national standards organizations.
Founded on 23 February 1947.

 The International Organization for Standardization is an independent, non-governmental

organization, the members of which are the standards organizations of the 162 member
countries. It is the world's largest developer of voluntary international standards and facilitates
world trade by providing common standards between nations. Over twenty thousand standards
have been set covering everything from manufactured products and technology to food safety,
agriculture and healthcare.
 Mashreqbank is one of UAE’s leading financial institutions. Established in 1967 by the Al-
Ghurair Group, it is the largest private sector bank in the UAE. With more than 45 years of
experience in the UAE banking and financial services market, Mashreqbank is well established
as a leading commercial and retail bank.

 Beginning 2011, Mashreqbank crafted its strategic vision “to provide our customers the most
rewarding banking relationships” putting the customer at the centre of all efforts.

 With a wide spread network with 44 branches in the UAE and 20 branches / representative
offices in MENA, Asia, Europe and United States enabling us to finance regional trade flows.
Total Quality Management (TQM) describes a management approach to long-term success through customer
satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services,
and the culture in which they work.

Total Quality Management Principles: The 8 Primary Elements of TQM

1. Customer-focused
2. Total employee involvement
3. Process-centered
4. Integrated system
5. Strategic and systematic approach
6. Continual improvement
7. Fact-based decision making
8. Communications
ISO 9001 for Quality Management is the most widely adopted Quality Management standard in the
world. This certification recognizes Mashreq's commitment towards its customers and the high level
of process efficiency achieved, based on international quality standards.(BSI) for its Operations
Group.
ISO helps with many things and most importantly provide the customer's needs like:

 Accomplish a predominant level of efficiency, dependability also, viability to meet client desires

 Guarantee consistent change also, staff inspiration

 Show a progressing duty towards clients

 Assurance benefit levels comparable to worldwide measure

There are many ways and tools to measure quality in any organization, they cover many tools
of analysis such as; Pareto analysis, histograms, scatter diagram, check sheets, control charts,
process maps, cause an effect diagram.
The company achieved Total Quality by following many steps; such as:

 The company has used various strategies to achieve total quality.

 It ensures that its employees are well motivated to apply systems effectively.
 The company evaluate past performance and commits to continuously improve.

 This eliminates previous issues that prevent to achieve quality.

 Backend processes are constantly evaluated for improvements.
 Any organization that wants to implement the overall quality must work to
create the quality culture of its employees first. Because it is currently
organizations that working on traditional management practices it is difficult
to succeed in implementing the overall quality.
 To apply culture, change in al Mashreq Bank take a long time with a good
strategy and good support from the top management by understanding what
the customer needs and how can they get their satisfaction by providing
better service more than customer expectations. Also, by how to make their
employee belief the importance of quality. There are many quality
professional steps any foundation can use to create a quality Culture, for
example, understand, evaluate, plan, expect, model, orient, orienteering,
training, control, reinforce and maintain.
 So basically the resistance of the employees to follow new procedures could
one of the issues that face the bank.
 Even though it does help and gives them advantage over others, but there are many recommendation to be better
and to dominate more in the market not only by quality; to get ISO 26000 regarding Corporate social responsibility,
these days organizations have strong Competiton about who service the city more without getting anything in
return, also to expand to other areas to help gain power, and to attract more customers, the bank could try to give
more serves and not taking interest so they can attract customers.

 Other recommendations include; Development of a new system/technology thfrohgIncrease production processes

and efficiency in providing services to the public, Develop staff training programs thought Enhance and raise staff
skills and Reduce Error and faults, Implement Staff involvement and empowerment through Encourage innovation
and creativity and Reduce diction making period.