3D Centers Star Rating Project

Project Name: 3D Centers

Duration: Apr 2016 – Mar 2017

Role: Project Manager 

Description: The project encompasses the evolution of DEWA centers, anchored in three principal pillars: the UAE Program for Excellence Service (Global Star Rating), The International Standard for Service Excellence (TISSE), and the Dubai Model. Assessments of the service centers were performed based on these pillars, followed by a gap analysis, leading to the creation of over 15 new frameworks and deliverables. Examples include the segmentation framework, journey map framework, capacity analysis, services guide, and the implementation of the Service Charter.

Deliverables: 

1. The Main Branch rated 5 stars, 6 branches rated 4 stars in the Global Star rating.

2. Seven of DEWA centers rated 5 stars in TISSE with score of 96.6 which is the highest score in the history of the standard, the recertification done in the end of 2017 with Score of 98%.

3. 7 branches where rated on the global star rating.

4. 300+ trained employees.

5. 10+ new and updated frameworks.

6. Service centers redesigning and rebranding.

Reassessment was done in September 2017, and the new score is 98%.

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