9 October 2016

HBMSU launches new diplomas for customer service and institutional excellence

  • New 7-Star Customer Service Diploma to make UAE a global example of an excellent provider of government service
  • The 4th generation for institutional excellence Diploma supports national efforts to upgrade government system and promote innovation
Hamdan Bin Mohammed Smart University (HBMSU) has launched a 7-Star Customer Service Diploma and a 4th generation for institutional excellence Diploma in line with its commitment to promote the UAE’s leadership in expediting government services and achieving highest customer satisfaction and happiness. The two programmes have received Pearson Assured Status from Pearson.

The 7-Star Customer Service Diploma is designed for customer service representatives, employees, quality and organisational excellence teams of government entities. It complements the Star Rating System launched following the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, UAE VP and PM and Ruler of Dubai, to raise government service efficiency according to the highest global standards. Part of its role is to help public entities pursue the 4th generation for institutional excellence system, a guide for all UAE government excellence programmes.

The unique programme will enhance the capabilities of local government employees especially in terms of providing ‘7-star services’ as part of the goal of UAE Vision 2021 to catapult the country into the ranks of the world’s most developed nations. It comprises five training modules on the basic rules, methods and trends of modern management, including the best ways to deliver high-quality customer service according to standards as well as effective strategies to harness the power of modern technology to attain improved customer experience, satisfaction and happiness.

The 4th generation for institutional excellence Diploma focuses on main aspects of the 4th generation for institutional excellence system implemented to level up government services as well as instill innovation and highest standard of excellence in public services. The system focuses on three areas: the realisation of the UAE’s vision, innovation and empowerment to attain satisfaction in the use of government services, as well as continuous learning and development.

Dr Mansoor Al Awar, HBMSU Chancellor, said: “The new programmes reflect the university’s commitment to the UAE’s march towards national prosperity driven by excellence. We also support the country’s pioneering efforts to become the world’s first government to establish approved benchmarks for public services.

“HBMSU provides continuous learning and professional development in various influential areas of leadership, government excellence, entrepreneurship and change management, among others, to help our learners succeed. The two new programmes, the latest affirmation of this commitment, are being offered under the guidance of HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and President of HBMSU, in our bid to reshape the future of teaching and learning by using innovative methods. These advanced tools support the country’s aspirations to produce a generation capable of leading the emirates into a future where the country sets the bar high in terms of delivery of government services and government excellence."

The programmes support smart education initiatives that include three phases, namely the ‘awareness’ stage based on self-learning; the ‘application’ stage featuring hands-on training; and the ‘follow-up’ stage in which support and guidance using virtual tools are given to sustain the gains. During the three stages, the learners have an opportunity to study the training materials under the supervision of an elite group of experts and trainers as well as communicate with their fellow learners in an interactive environment where exchange, transfer and enrichment of knowledge are ensured.

The 7-Star Customer Service Diploma programme consists of five modules, namely Introduction to Customer Service, Professionalism and Excellence in Identifying and Dealing with Customers, Call Center Management, Time Management and Government Services Strategies, as well as The 4th generation for institutional excellence System and 7-Star Service Program. The sessions for the 7-Star Customer Service Diploma will run for 19 days, six hours per day. It includes one day for a graduation project. The training starts in November of this year.

The 4th generation for institutional excellence Diploma is based on nine tracks, the National Agenda and Achievement of UAE Vision and Results-Orientation, Smart Government and Management of Services, Cities and Smart Communities, Looking to the Future and Sustainable Competitiveness, Innovation Management and Achieving Leadership, Major tasks (design, implementation and operations), Seven-Star Services and Management of the Service Centers, Human Capital Management, Properties and Resources Management, and Corporate Governance. The course will be 28 days long, six hours a day, including one day for a graduation project. global startup space. The MOSTI Commercialisation Year conference will run parallel to the GEC. The Global Startup Award ceremony will be held on 3 November.