At the 2nd Quality Conference in Amman

Abu-Ghazaleh Says Crises Should be a Motive for Development, Quality the Main Mechanism for Success

Under the theme: “What can’t be measured, can’t be improved”, Abu-Ghazaleh stressed that in times of crisis, mainly those that are beyond the organization’s control, the management shouldn't waste time knowing how the crisis occurred or its reasons, but work should be devoted on best practices to put things back on its track

AMMAN --- May 8, 2012 --- Under the patronage of HE Shabib Ammari, Minister of Industry and Trade, Talal Abu-Ghazaleh, chairman of Talal Abu-Ghazaleh Organization (TAG-Org) took part in the 2nd Quality Conference “National Day for Quality Measurement & Performance Appraisal” organized by Jordan Academy for Quality Management (JAQM) at Bristol Hotel – Amman on May 7, 2012.

Deputizing for the Minister, HE Dr. Haidar Al Zaben, General Manager of Jordan Institute of Standards and Measurement inaugurated the Conference  held under the theme “What can’t be measured, can’t be improved” stressing that quality is considered one of the key components for competition and excellence and it’s a strategic option to develop both services and industry sectors.

From his part, JAQM Director Eng. Yousef Freihat said that the principles of quality and appraisal should be basic elements at every company and enterprise that seeks excellence.

Meanwhile, economist Dr. Khalid Al Wazani stated that the national economy managed to surpass all crises in the last years and it can still provide much better on the long run.

He called for the establishment of a higher commission for quality and standardization to initiate high standards for quality at all economic sectors.

Entitled “Quality in Times of Crisis”, Abu-Ghazaleh underlined that in times of crisis, mainly those that are beyond the organization’s control, the management shouldn't waste time knowing how the crisis occurred or its reasons, but work should be devoted to best practices that put things back on its track.”

He added that the best solution during crises is the ideal investment of the available resources.

In his speech, Abu-Ghazaleh said that recession has several positive aspects as it makes inflation rates within reasonable limits and leads to the beginning of an economic recovery. 

“During periods of recession, the level of productivity goes up and the management’s awareness about the cost elements is more enhanced. In addition, the management becomes more responsive to several measures aiming at decreasing fixed expenditures and increasing productivity,” he added.

He recalled tackling the bless of Economic Recession in a speech in Doha 28 years ago which according to Abu-Ghazaleh can contribute to several factors such as rise in productivity level, better family ties, normal working hours..Etc in other words "After recession comes prosperity."

Abu-Ghazaleh pointed out that the organizations should take benefit of the times of recession and crisis to conduct studies and research related to quality and to open the door for all the staff to be involved.

He believes that there should be a commitment to quality and its improvement in all cases and never to be abandoned in times of crisis, on the contrary, crises should be a motive for development and improvement at all levels.

Abu-Ghazaleh cited an example regarding the exploitation of the worst conditions to improve the quality saying:"What Ritz-Carlton Hotel chain did in 1992 during the hotels crisis in the United States of America. Most hotels decided to cancel the positions related to training and improvement and terminate the services of many of its employees. The CEO of the Ritz-Carlton Hotel chain at that time, Horst Schulze, decided to immediately appoint a director for quality and training in every hotel of the chain. That was the turning point for the hotel by becoming distinguished with its services compared to all competitors around the world."

Abu-Ghazaleh pointed out that TAG-Org has given much consideration to quality since its inception by concentrating on quality systems services and performance appraisal which constitutes one of its main consultancy services.

The Conference aimed at enabling the participants to measure the quality and evaluate the performance. Based on the measurement and evaluation results, an organization top management should adopt an action plan that enables them to reach the excellence status and sustain it.

A key session in the Conference addressed the KPIs and how they can be set and continuously evaluated to make sure that certain results are achieved. This session aimed at motivating the participants to move from performance appraisal to performance management where an organization’s management should adopt a new philosophy to empower and enable their people to be involved in achieving the identified KPIs and results in an effective approach.