Share Best Practice Conference & Exhibition 2013

Implementing Integrated Management System to

Drive Business Excellence

29th September 2013

Union National Bank

UAE

Union Brokerage Company

Al Wifaq Finance Company

Injaz Marketing Management

Region / Other Countries

Egypt

Qatar

Kuwait

Shanghai Rep. Office

UNB Group

Vision & Mission

Vision (2010 – 2018)

• To be the best in class for the banking industry in the UAE.

Mission (2013 – 2015)

• Through innovation, staff well-being and outstanding customer

service, we will grow shareholder value and maintain our

financial stability

Shared Core Values

• Customer Focus

• Nurturing Staff

• Integrity and Transparency

• Team Spirit

• Continuous Improvement

• Best Practice

• Responsible Community Membership

About UNB

• Union National Bank (UNB) is incorporated as a public joint stock company in the Emirate of Abu Dhabi under an Emiri Decree in 1982

• UNB has the honour of having H.H. Sheikh Nahayan Mabarak Al Nahayan, Minister of Culture, Youth & Community Development, as its Chairman

• UNB is the only Bank in the UAE, with shareholding from the Governments of Abu Dhabi and Dubai.

– 60 % Government

• 50% Abu Dhabi Investment Council

• 10% Investment Corporation of Dubai

– 40% Public (Local and Expatriate).

• UNB has a staff strength of over 1600 from a mix of over 30 Nationalities

Service Delivery

• UNB serves its Retail customers via network of 63 branches and 209 ATMs in UAE

• Corporate customers are serviced through Corporate Banking Centres and Industry

specific teams

• The above are complemented with alternate delivery channels such as:

Uninet Internet Banking

Unicall Telephone Banking (IVR) and

24x7 Call Centre (600 566 665)

SMS notification service (Push & Pull)

• Private Banking customers are serviced through Relationship Managers

• Islamic Banking clients are serviced through UNB subsidiary Al Wifaq Finance

Company as well as business group within UNB

• Dedicated Customer Care Unit manages customer feedback

Business Units within UNB

• Retail Banking Group

• Small & Medium Enterprises (SMEs)

• Corporate Banking Group

• Treasury & Investments Group

• Financial Institutions & Structured Finance Division

• Private Banking and Wealth Management Division

• Islamic Banking Group

Future Participants

• Commitment from the top

• Start well in advance – at least 7 to 8 months prior to submission

• Formation of Steering Committee and cross functional team led by experienced Team Leaders

• Self Assessment / Gap Analysis

• Review Feedback Report (for repeat applicants / those vying for higher category)

• Plug gaps through Quick Wins and Action Plan for long term initiatives

• Regular reviews of draft submission

• Final Editing & Printing

• Site Visit Planning including compilation of Evidences

• Steering committee provides guidance & support

Commitment to Quality

UNB Senior Management has resourced a dedicated Total Quality & Business Excellence (TQ & BE) Department entrusted with the following broad functions:

• Implementation of Integrated Management System comprising of ISO 9001 (QMS), ISO 14001 (EMS), OHSAS 18001 and ISO 10002 (Complaints Management) as well as other ISO certifications

• Promote and participate in Business Excellence Awards

• Service Level Agreements (SLAs) - Advisory, Measurement, Validation

• Service Standards - Rollout and Evaluation for Compliance

• Customer Feedback Management through the Customer Care Unit

• Promote Employee Involvement through ‘The CHALLENGE’ - Staff Suggestion Scheme

• Strategic Inputs to Business and Support Groups

Integrated Management System (IMS)

Components at UNB

ISO 9001:2008 (Quality Management System)

ISO 14001:2004 (Environmental Management System)

OHSAS 18001:2007 (Occupational Health & Safety

Management System)

ISO 10002 (Customer Complaint)

ISO 27001 (Information Security)

ISO 31000 (Risk Management)

ISO 26000 (Social Responsibility) – In Progress

IMS – Approach & Deployment

Started the journey in March 2010

Utilizing a team of internal resources and expertise

Raise the bar and aim for higher level of excellence

Linked to the Bank’s Strategic Objectives

Brainstorming session at TQ & BE Department

Generic & applicable standards were identified to complement

QMS (ISO 9001) - such as EMS (ISO 14001), OHSAS 18001 in

the first phase

IMS – Approach & Deployment (Cont’d)

Cross functional team from across the Bank identified and

trained on EMS, OHSAS and other ISO Standards

A pool of 40 internal IMS auditors trained

Bank-wide ‘Gap Analysis’ conducted

Aspects & Hazards (Risk) Register compiled for each location

(branches, head office, other UNB locations)

Recruitment of Health & Safety Officer

IMS Manual and related procedures in addition to the 6 mandatory

procedures of QMS

Legal Requirements

IMS – Approach & Deployment (Cont’d)

IMS Objectives relating to Environment , Health & Safety

Portability Appliance Testing (PAT) conducted for all electrical

equipment

DSE (Display Screen Equipment ) & Workstation assessment

initiated

Environmental & work safety practices extended to Corporate clients

and HSE criteria incorporated as a section in credit proposals

Reporting of ‘Incidents’ and ‘Near Misses’

Indoor Air Quality Monitoring

Measurement of ‘Lux’ and ‘Noise Level’

IMS - Assessment & Review

IMS Internal & External Audits every 6 months

All branches subjected to Internal IMS audit at least once a year

All Groups / Divisions and Departments are sample visited every

six months during internal as well as external audits

Bi-Annual Management Reviews

Regular evaluation after awareness / refresher sessions on IMS

IMS – Environmental Initiatives

Reduction in paper consumption (Printing on recycled paper,

encouraging double sided printing, e-reports, ‘do not print unless

required’ philosophy)

Reduction in energy consumption (energy saving lights, individual

switches, motion-sensors, AC controls)

Reduction in water consumption (water saving device such as aerated

nozzles, sensor based / lever based taps, half / full flush in WCs)

Waste Management Policy and agreement with external

agencies/vendors for environment friendly disposal of (a) paper,

plastics, tin, glass (b) E-waste such as toners/cartridges, computer

hardware, copiers, fax machines

Sustainability KPIs

IMS - Health & Safety Initiatives

Healthy work practices – (LCD monitors, ergonomic chairs, health tips available on Public Folders)

Installation of hand sanitizers

Emergency situations (Fire, Medical & Hostage)

Mock drills on identified emergency situations

Trained fire wardens and first aiders

Portability Appliance Testing (PAT) for all electrical equipment (PCs, printers, kitchen appliances)

Assessment of Display Screen Equipment (DSE) & Workstation (Sedentary nature of work)

Monitoring of Indoor Air Quality

Noise and LUX (lighting) Measurements

IMS - Health & Safety Initiatives

Indoor Air Quality Monitoring

Noise Level Testing

Lux Level Testing

IMS Results

120

25

73

2010 2011 2012

No. of Staff Trained in First Aid

18 15 14.3

2010 2011 2012

Evacuation Time

Time in Mins Target Time

Fire Warden Training

IMS Results

No. IMS Objectives 2011 2012

1 Electricity consumption per capita (kwh) 16073 14073

2 Use of Recycled Paper (Reams) 40043 43424

3 % of Recycled paper 56 76

4 Quantity of paper sent for recycling (M T) 40.65 64.99

5 No. of staff trained on fire safety 495 480

6 No. of fire wardens trained 137 178

7 Ergonomic chairs purchased & replaced 18 211

8 LCD monitors replacing CRT monitors 346 285

Way Forward

Expand the scope of IMS certification at UNB & subsidiaries

ISO 22301 (Business Continuity Management)

ISO 50001 (Energy Management System)

Business Excellence Awards in UAE

DQA

SKEA

MRM Business Award

Regional and International Awards such as EFQM Award

Sustainability Reporting (GRI 3.1 to GRI 4)

Continue to take part in events such as Share Best Practice and other

conferences to assimilate and share learning

Thank you very much

for your time and patience.

Tarique Anjum Vice President & Departmental Manager, Total Quality & Business

Excellence E-mail tarique.anjum@unb.ae

Tel +971 2 6984346 Fax +971 2 6723680

Thank You