Rita Farha El Haddad is the CEO of Quality Matters Consultancy. The company helps organizations (government and non-government) establish a Total Quality Management System. Rita and her team assist clients in improving their operations/products/services to satisfy the needs and expectations of many stakeholders, resulting in the remarkable improvement of their operations, thus their satisfaction and happiness. As a passionate, dynamic, and connected leader, she was ready to deal with the pandemic situation with her team at Quality Matters Consultancy.
The company results from her dreams, passion, and hard work. Let’s learn more about it from Rita Farha El Haddad’s words
Explain the background of you and the company in detail.
I enjoy a multicultural background and consider myself a global citizen. I am fluent in Arabic, English, and French and have been living in Dubai for over 25 years. However, I hold a Bachelor in translation degree in languages, a Master’s, and DEA in Translation.
Although I am a subject-matter expert in tourism, I have also enhanced my knowledge by learning Total Quality Management and Strategies to become a lead EFQM accredited assessor as well as an assessor for the Excellence awards, Sustainability, and Innovation. I organize and deliver Innovation labs and embrace driving youth to realize their dreams (setting MSME policies). I am also a member of jury panels in domestic (UAE) and regional awards for Excellence, Sustainability, Accessibility, Green Tourism, Innovation, and Startups.
I am a dynamic, passionate, and connected leader who approaches her client based on their business challenges. I have an intrinsic flair for creative problem-solving and close engagement with employees across all levels. My clear communication and appreciation for diversity and culture drive bottom-line improvements and increase employee engagement/trust.
I have worked for more than 22 years in the government sectors, and quality matters management consultancies are the outcome of years of experience, dedication, commitment. We help and assist organizations/entities in achieving excellence and quality, as well as optimizing their operations by providing solutions in the following areas.
- Tourism and Hospitality
- Strategies and related tasks
- Total Quality Management
- Innovation and Creativity
- Corporate Social Responsibility and an inclusive society
- Customer Care and Happiness
- Employee Engagement and Human Capital
- Awards and incentive schemes
- Inclusive and accessible entities, communities, and destinations
- Smart transformation to stay connected with the latest technologies
- Effective Performance Monitoring incorporating various studies and surveys
What are your goals?
Our goals vary from serving the domestic community, government entities, the public sector, supporting startups, macro/small/medium enterprises, and ensuring businesses’ inclusion in expanding and international markets.
What do you feel is the biggest strength of yourself/company right now?
Our company has always looked into futuristic approaches and business models to ensure sustainability and growth. We were ahead in setting contingency plans, plan Bs, and different scenarios to mitigate various risks and confront all crises. Therefore, as a company, along with our customers, we were ready to defeat most challenges raised during the pandemic. That has been proven successful through outcomes and results.
What was the path you/your company took to get to where you are today?
The commitment that we demonstrate to our customers has been key to our success. We have worked as partners with our clients and not as service providers.
We also have an excellent, dedicated team of experts in every field to ensure the right knowledge is shared and transferred. We keep track of the latest trends, best practices, business models, and we personalize experiences according to every customers’ operations and needs.
Why did you start (or want to be the head of) this company?
I had a dream to build my company. After more than 27 years of intensive experience in various domains and having acquired the right knowledge and built the specialized team, it was time for us to start realizing our dream. The company results from long years of experience based on success stories and continuous challenges overcome successfully.
Rita Farha El Haddad, What have been the biggest challenges you’ve had to overcome?
Competition is always a challenge that every company faces. I have managed to position ourselves as a leading consultancy through the reputation we have built, the success stories that I have contributed to, and through the added value services that I always offer to my clients and team.
Give us one word that describes you the best.
DEDICATION, and LOYALTY
What makes you excited about Mondays?
New beginnings are always exciting and positively challenging. Mondays are the beginning of a new week, a new journey. Seeing my team members and clients and resuming the engagement/communication that I enjoy get me started nicely and happily.
Rita Farha El Haddad, What do you value most about your culture and vision?
We have successfully set and implemented strategies, projects, and initiatives that leaders recognized as we always ensure to reach outstanding deliverables that exceed expectations. For years, we have managed the Customer Care/happiness of government and private entities and introduced pioneering initiatives that have supported them to reach leading positions. We believe in upskilling talents through knowledge sharing and mentorship.
Tell us about a project that forced you to be innovative and creative.
Like all companies, the pandemic has hit every industry. With the spread of the covid 19 virus, we needed to ensure the sustainability and effectiveness of our operations as well as our clients’. We were very proactive to have had identified various scenarios and simulations for similar crises in 2018.
Therefore, we needed to adjust very quickly. The research we were conducting, the trends we were monitoring, and the agile strategies we have had have contributed to achieving our goals and objectives. One of the first projects we were working on was a green award. The challenge lay in getting the buy-in of the stakeholders, especially that knowledge was limited at that time. We organized innovation labs with all the concerned parties from the private and public sectors. They all had to plant their own trees and look after them, contributing to great results.
Rita Farha El Haddad, What are your company’s strategies, and how do they stand unique from your competitors?
Our strategies are futuristic, agile, resilient, and cover different scenarios. They help us mitigate any unexpected challenge or situation.
What are the key values that helped you overcome the roadblocks/challenges in your career? Tell us something about your memorable incident in your leadership?
Innovation is the key to overcoming any challenge. Thinking outside the box and coming up with innovative solutions have helped us throughout our journey. We were designing a new product, and I thought I needed different inputs. Therefore, I had recourse to the youth and millennials from schools and universities to develop the concept they desired to get. I engaged with them to obtain their feedback and build the sought project. The experience has proven to be very successful, and we have started using it for many of our activities/operations. This has become the new in.
How do you see the company changing in two years, and how do you see yourself creating that change?
Quality Matters Management Consultancies has always adapted to changes and has been proactive in every way possible.
Where is your leadership going? What benefits do your clients get from your company in this competitive world?
We believe in partnership, engagement, and effective communication. We seek feedback at all times. Added value and the long-term approaches we use with all our customers. We have built and earned the trust and have loyal, repeat customers. We believe in digital transformation, and we were pioneering in taking all our clients to become fully digital and smart.
What services/solutions or products are offered by your company at par with the current industry standards? Tell us something about your upcoming products or services?
We are customer-oriented and centric, and as we look into the future, we support companies in designing their agile and future foresight strategies, putting together predictive business models, and transitioning to the digital world. We also help our clients work on sustainability and corporate social responsibility, inclusion, quality management systems, excellence, innovation management. All our services are personalized and tailor-made to the type and activities of every client.
All our services and products will take into account the needs and expectations of the community. They will be tailor-made to include people with disabilities or what we call in UAE people of determination.
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