Hamdan Bin Mohammed Smart University (HBMSU) has launched two key diploma programmes, which received the prestigious Pearson Assured Status from Pearson.

The two key programmes‘7-Star Customer Service Diploma’ and ‘4th generation for institutional excellence Diploma’ contribute to Dubai’s efforts to adopt the best international practices and provide exceptional government services, a statement said.

The ‘7-Star Customer Service Diploma’ is specifically designed for customer service representatives, employees, quality and organizational excellence teams of government entities. The programme complements the Star Rating System launched following the directives of Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister 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’s excellence programmes to flourish a culture of quality in the country.

The first-of-its-kind 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.

On the other hand, 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 instil innovation and highest standard of excellence in public services. The system gives emphasis on three key areas, namely the realization of the UAE’s vision, innovation and empowerment to attain satisfaction in the use of government services, and 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. We heed the call of our leaders to make a positive impact on society by providing comprehensive training courses that will improve the provision of government services and exceed customer expectations as mandated by the 4th generation for institutional excellence System and Star Rating System.”

Al Awar added: “The two programmes are also our response to the urgent demand for well-trained human resources whose skills match the criteria set by the Star Rating System, which provides global standards, and 4th generation for institutional excellence System, considered a strong start towards building a government characterized by innovation, excellence, and teamwork.”

The sessions for ‘7-Star Customer Service Diploma’ will run for 19 days, six hours per day. It includes one day for graduation project. The training starts in November of this year. The 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,’ and ‘The 4th generation for institutional excellence System and 7-Star Service Programme.’

The ‘4th generation for institutional excellence Diploma’ will constitute 28 days of training, six hours a day, and one day for graduation project. The diploma is based on nine tracks of training, namely 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.’ – TradeArabia News Service