Kanoo
Quality Drive
The pursuit of quality and excellence in business
has been a key factor in the success, growth and stability
of The Kanoo Group of companies for over a century.
The quality that underlined the Kanoo Family members’
values, attitudes and aspirations has had a great
influence in their corporate policies and goals.
The Kanoo Group started a dedicated Quality/Organization
& Methods/Training division in 1994. The top management
of the Group, after a consultative process formulated
a
Quality
Policy Statement, which is applicable
across the Group in UAE, Oman, Bahrain & Saudi
Arabia. The Statement highlights the commitment of
Kanoo Family members, management & staff to Quality,
Customer Service, Continuous Improvement and certification
of its Quality System to ISO 9002.
This Policy was systematically implemented in a planned
manner. Kanoo Shipping Agencies Division (KSAD), Abu
Dhabi was chosen as the pilot project for ISO 9002:1994
certification. In December 1994, it became the first
shipping agency in the Region to get this distinction.
Since then, the Quality Management program continued
to progress and by 1998 all major business divisions
of The Kanoo Group were certified to ISO 9002:1994.
In 2000, when the ISO 9000 standards were upgraded,
The Kanoo Group was one amongst the earliest adopters
of ISO 9001:2000. Kanoo Travel achieved certification
to the new standard just became one of the first few
companies in the Region to get certified to the new
standard.
The Quality Management Program of The Kanoo Group
was enhanced into “Drive for Excellence”
when in 2000 the Group adopted a world-class Business
Excellence model, i.e.. Dubai Quality Award model
and improved on the enablers of Excellence, viz. Leadership,
Policy & Strategy, People Management, Partnership
& Resources, Processes and improved its business
results, viz. Customer Results, People Results, Society
results and Key Performance Results.
The customer satisfaction surveys and employee satisfaction
surveys have ensured that both the customers and employees’
interests are well managed. Furthermore, society-
related initiatives have taken care of local community
interests including Emiratization.
All these initiatives have helped in improving our
Key Performance Results on a Balanced Score Card basis,
Financial, Customer, Processes and Learning &
Development for the last 3 to 5 years.
The “Drive for Excellence” based on the
Business Excellence model has been enormously successful.
In 2000, Kanoo Travel applied for and won the prestigious
Dubai Quality Appreciation Program Award 2000, again
becoming the first Travel Agency to achieve a public
quality award in the UAE. Since then the “Drive
for Excellence” has expanded to other divisions
and The Kanoo Group has set an unparalleled and enviable
record of sorts by winning the following quality awards
continuously for the following five years:
The Kanoo Quality Department has shared these gained
experiences with Kanoo Joint Ventures and external
clients and provided significant support to them which
has led to the following winners:
| Year |
Award |
Organisation |
| 2002 |
Dubai Quality Appreciation Program Award (DQAP)
– 2000 |
M.H. Enterprises (External Client): Foodstuff
trading |
| 2003 |
Dubai Quality Award (DQA) – 2003 |
Co-op Islami (External Client): Meat Processing |
| 2004 |
Dubai Quality Appreciation Program - 2004 |
Freightworks (Kanoo Joint Venture): Logistics |
Future Aspirations:
| • |
Winning Dubai
Quality Awards in the Gold category for the
Kanoo Divisions that already have achieved
DQA status. |
| • |
Expanding the program
to all our divisions. |
