Quality Policy

The Quality & Customer Relations Division is a service centre for all the departments of the flight catering facility and the F&B Division.

Its main function is to maintain and enhance the established Quality Management System. The Division facilitates the strategic planning of the organization with respect to continually improving the effectiveness of the Quality Management System through internal and external surveillance audits, supplier audits, following up on airline audits, adhering to the DQA (Dubai Quality Award) framework as well as the requirements of ISO 9001:2000 standards and the documented procedures for various departments. The Quality Department is also actively involved in enhancing the corporate image of EKFC in Dubai through participation in benchmarking activities and the yearly Dubai Quality Award cycles.

The Quality Department assists all departments in setting, monitoring and reviewing their objectives based on the mission and vision values of the organization. It also maintains the EKFC Disaster Contingency Plan.

The Quality Division carries out inspections around the clock in all areas of the organization to ensure that proper records are maintained for the effective operation of the Quality Management System and the control of various critical points of the processes – for example, product receiving, handling & storage, hygiene monitoring, and delivery of the final product to the customer. The findings of such inspections are reported to the concerned departments for information and improvement if required.

part from daily routine checks, the Quality Division also generates statistical analysis relating to the effectiveness and efficiency of the processes. It also monitors and highlights trends to the Management on the performance of the Quality Management System.

The statistical analysis generated is:

• Measurement of customer feedback through the data analysis of customer complaints, customer compliments and customer surveys
• Statistical analysis of product conformance as per Executive Sous-chef checks
• Statistical analysis of the Final Inspection Checklist.
• Statistical analysis of non-conforming products due to time and temperature control
• Supplier Performance Review
• Performance criteria analysis for Production, Operations, Airline Stores, Al Aweer Stores, and the F&B Division
• Performance measurement of the Quality Management System for the flight catering facility and the F&B Division
• Monitoring calibration of weighing scales in the flight catering facility, the F&B Division and Al Aweer Stores

The Division also provides training to EKFC staff to create awareness of the ‘Quality Concept’ throughout the organization.

EKFC ’s ‘Commitment to Quality’ earned the Company the Dubai Quality Award in the year 1996 and 2002 for the service sector, ISO 9002 certification in 1999 and ISO 9001:2000 certification in the year 2002. We are very proud that EKFC is the first airline caterer in the Middle East to earn such achievements.

The Quality Division has further challenges to meet in 2006/ 2007; these include the adaptation of the Quality Management System procedures in relation to ERP implementation and also in regard to the Company’s migration to the new Emirates Airline dedicated catering facility.

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