Managing with Quality The case of the architectural heritage dept. DM Eng. Rashad Bukhash Eng. Farouk Benouared Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Scope of work: Planning of architectural heritage projects Heritage Studies Design of architectural heritage projects Execution of architectural heritage projects Archeology Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Scope of work: Conservation, restoration, rehabilitation, reconstruction, documentation and recording, and maintenance of historic buildings. Archeology excavation, conservation, and documentation and recording of findings. Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Quality Management System Our Vision: Distinctive and Sustained architectural heritage and archeology Our Mission Achieve leadership and sustainability in preserving architectural heritage and archeology Our Values Employees: The real asset Stakeholders: Commitment to partnership and appreciation of their needs and expectations Transformation: Appreciation of change and strive for positive development Performance: Doing the right things right. Interdependence: Focus on teamwork through cooperation and sharing of ideas. Innovation: The adoption of initiatives and the recognition of innovators Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Quality Management System The Architectural Heritage and Archeology Department policy towards quality is as follows: - Commitment to preserve the architectural heritage and heritage development in the Emirate of Dubai in accordance with international standards and conventions in this area. - Obligation to maintain and respect for service and customer satisfaction both internal and external . - Commitment to consolidate the importance of preserving the heritage and archeology in the community . - Comply with the requirements of the quality system according to the international standard 9001:2008. - Compliance auditing and continuous improvement of the quality system in order to achieve continuous improvement. Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Quality Management System Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Quality Manual The purpose of the guide (PURPOSE) This guide has been set up for the purpose of clarifying the parameters and properties and elements of a quality management system in the Architectural Heritage and archeology Department - Dubai Municipality has been documented evidence in the context of meeting the requirements of international standard for quality management systems (ISO 9001:2008) The Architectural Heritage and Archeology Department used this guide to achieve the following objectives : 1. Description of the quality management system in the administration. 2. Clarify the correlation between the policy and objectives of the quality management system and management processes and procedures in place to achieve them . 3. Providing an important reference used in the continuous improvement of operations and activities of the quality management system . 4. The provision of a basic document for review and audit the quality management system. 5. Provide a reference for the training of personnel to deal with the quality management system applied to management . 6. Providing integrated information about the quality management system applied administering the benefit of customers and all stakeholders when it is needed . Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Architectural Heritage & Archeology Department Organization Chart Architectural Heritage & Archeology Department Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Core Business Processes Architectural Heritage & Archeology Dpt. has 5 Core Business processes AHAD got the management system certificate ISO: 9001:2008 from DET Norske VERITAS since 2008 N Name of the Process Process Number 1 Planning of architectural heritage projects DM-AHD-P-1 2 Research an studies on architectural heritage DM-AHD-P-4 3 Design of architectural heritage projects DM-AHD-P-2 4 Execution of architectural heritage projects DM-AHD-P-3 5 Archeology DM-AHD-P-5 Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

AHD-P3-B In-house interior design Design of architectural heritage projects DM-AHD-P3 AHD-P3-B In-house interior design Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Documentation in AHAD Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

The Objectives of the Quality Management System The Architectural Heritage Department has set S.M.A.R.T. objectives Specific Measurable Attainable Realistic Timely followed up periodically measured annually according to special requirements to achieve the strategic plan of the municipality and the Architectural Heritage Department - All the goals and plans have documented and plans in the PBVIEWS (Performance Board Views a kind of Dashboard) Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

The Objectives of the Quality Management System PBVIEWS Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Key performance Indicators in AHAD Periodicity Categories Indicators Quarterly Inspection Compliance rate for preserving the architectural heritage in the historic district Urban Design, Design, Implementation of heritage projects Percentage of completed projects to conserve the architectural heritage in the Emirate of Dubai Studies The number of completed studies and research The number of historic documents collected and classified Permits Percentage of NOC (Non object certificate) for historic buildings completed on time (Within 2 days of receipt of the request) Inspection on Heritage sites and Historic buildings Inspection coverage of all the sites and historic buildings in the Emirate of Dubai (Note: 4 visits for each Historic building/year) inspection The quality of inspection Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Key performance Indicators in AHAD Design, Implementation Periodicity Categories Indicators Quarterly Design, Implementation Percentage of completed interior design projects to conserve the architectural heritage in the Emirate of Dubai Twice a year Maintenance The quality of maintenance work The average number of inspection visits per historic site for maintenance (Note: 4 visits/year for categories A and 2 visits/year for categories B C D) Percentage of commitment to the implementation of preventive maintenance of the sites of the Dubai municipality on schedule Museums visits The growth rate in the number of visitors to AHAD Museums annually resulting from the organized visits Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Yearly Internal Audit in AHAD Yearly Plan Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Internal Audit in AHAD Detailed Plan Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Human Resources Training Year Total Behavior Corporate Specialized 2011 79 23 35 21 2012 38 5 11 22 2013 33 4 10 19 2014 40 9 12 Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Management Review input o Results of internal and external audits o Reports and corrective action taken thereon. o Complaints and suggestions and actions taken thereon. o Progress of work procedures and compliance plans and services. o Preventive measures taken in connection with mismatches . o Appropriate quality management system and proposed developments . o Appropriate available resources and resource requirements. o Training and awareness requirements and efficiency. o Infrastructure and work environment . o Review strategic goals . o Review the overall performance of the management and performance indicators. KPI o Review legal and regulatory requirements of new and revised . o review of internal and external communications . Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Management Review output o Development of the quality management system and processes. o Development of services provided to customers. o Attend resource requirements . Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Compliance Matrix ISO 9001: 2008 Elements 4.1 4.2 5.1 5.2 5.3 5.4 5.5 5.6 6.1 6.2 6.3 6.4 7.1 7.2 7.3 7.4 7.5 7.6 8.1 8.2 8.3 8.4 8.5 Quality Manual X Core Processes Planning of heritage projects Design of Heritage Projects Interior Design of heritage Projects Control and inspection of historic areas and buildings Restoration reconstruction rehabilitation of historic buildings Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 24

Compliance Matrix Core Processes 4.1 4.2 5.1 5.2 5.3 5.4 5.5 5.6 6.1 6.2 6.3 6.4 7.1 7.2 7.3 7.4 7.5 7.6 8.1 8.2 8.3 8.4 8.5 Preventive maintenance X Corrective maintenance Urban design projects Policies and development of historical areas Excavation Conservation and maintenance of findings Recording of archeological findings Support rocesses Complain treatment Internal and External communication Purchasing Suggestions Prepare and improve the strategic plan Human Resources Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 25

Compliance Matrix QMS Processes 4.1 4.2 5.1 5.2 5.3 5.4 5.5 5.6 6.1 6.2 6.3 6.4 7.1 7.2 7.3 7.4 7.5 7.6 8.1 8.2 8.3 8.4 8.5 Document control X Records control Internal Audit Measuring the performance of the process and services Customer satisfaction Preventive and Corrective and continuous improvement Calibration Management review Control of non coformities Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 26

Sheikh Saeed House Before restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Sheikh Saeed House After restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Bin Zayed Mosque before Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 29

Bin Zayed Mosque After Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 30

Al-Ahmadiya School Before Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Al-Ahmadiya School After Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Creek Elevation Before Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Creek Elevation After Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Beit Al-Wakeel Before Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Beit Al-Wakeel After Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Souk Al-Kabeer Deira Before restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Souk Al-Kabeer Deira Before restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Mohammed Sharif Ulama House Before Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Mohammed Sharif Ulama House After Restoration Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared

Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 41

Manual ‘s restoration of historic buildings Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 42

Traditional houses of Dubai Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 43

Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 44

Managing Quality Eng. Rashad Bukhash Eng Farouk Benouared 45

Thank you :) Managing with Quality The case of the Architectural Heritage Dept. Dubai Municipality Eng. Rashad Bukhash Eng. Farouk Benouared Thank you :)