Innovation for Quality of Digital Services

His Excellency Mohammed Bin Taliah is the Chief of Government Services of the United Arab Emirates Government, where he oversees improving government services and implementing programs to ensure providing high quality services through the Emirates Government Service Excellence Program (EGSEP), which aims to raise the efficiency of government services and improve customer experience. He also oversees other programs including the Global Star Rating System, Khadamati system, and the Best M-Government Award, an international annual award aiming to encourage government entities and students to develop innovative solutions in the field of smart applications. Bin Taliah has previously held several managerial positions in various fields in the public and private sectors, including IT, cyber security, corporate governance, media, and ICT. From 2014 to 2019, he served as Assistant Director General for the Corporate Services Sector at the Prime Minister’s Office, in the Ministry of Cabinet Affairs. Bin Taliah holds the Executive Certificate in Leadership and Management from MIT Sloan School of Management, a Master of Science degree in Project Management from the British University in Dubai, and a Bachelor of Science degree in Computer Engineering from Khalifa University in Abu Dhabi.

Col. Mohamed is the Director of the Programs and Smart Solutions Directorate in the General Directorate of Smart Services and Digital Security at the Ministry of Interior, Colonel Mohamed is the Undersecretary of Smart services & Artificial Intelligence council, Government Capabilities Team Leader, and Member of Government Transformations Pioneers. Colonel Mohamed is a holder of a bachelor’s degree in information technology.

Dr. Fahad Alsaadi has 20 years of experience in business administration and management. He holds a Ph.D. degree with distinction in Total Quality Management. His research focuses on e-service quality in higher education in the United Arab Emirates. Dr. Fahad Alsaadi earned his master’s degree in Business Administration (MBA) from the American University of Sharjah (UAE), and Bachelor of Applied Science in Business Admin (Distinction with Honors) from Higher Colleges of Technology in Dubai. Dr. Alsaadi joined HBMSU in 2002. Since then, he managed a number of key projects and held vital responsibilities related to essential areas in the university, including Institutional Resources and Services division as well as Learners Development division. In September 2021, Dr. Alsaadi was appointed as the Vice Chancellor for Learners Development and he is responsible for advancing HBMSU impact by growing its brand, financial portfolio, and strategic partnerships, in addition supporting learner development throughout the learner journey. During his years of professional experience, Dr. Alsaadi received reputable professional qualifications in areas including leadership, quality management, human resources, and finance. Furthermore, he authored and co-authored scientific articles in service quality and TQM.

Moza Suwaidan Director of Strategy and Innovation Director General Advisor Dubai Digital Authority - Dubai Government In her position as the Director of Strategy & Innovation, Moza is responsible for managing and delivering Technology Solutions, Strategy and Performance, Quality Management, Excellence, Enterprise Architecture and Portfolio Management functions. She has more than 20 years of rich professional experience in which she also led key city strategic initiatives, the recent one being “Invest In Dubai” that has been launched by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Prime Minister and Ruler of Dubai. In addition to Dubai Paperless Strategy and ICT City Architecture, both of which contribute significantly towards the digital transformation of the city. Moza is a holder of a PhD in Quality Management from Hamdan Bin Mohammed Smart University, a Masters in Business Administration (MBA) from American University in Dubai and Bachelor of Business Information Technology from the Higher Colleges of Technology. She is also a graduate of UAE Executive Leadership Program.

DR. MOHAMMED ABDULLAH NASSEEF Dean of Islamic Economic Institute Assistant Professor of Total Quality in the Department of Business Administration at King Abdulaziz University Executive Member of the Saudi Council for Quality, Presenter of several workshops in the Service Excellence System for Governmental Entities, assessor in Sheikh Khalifa Excellence Award, certified Six Sigma and Excellence Management by the American Harrington Institute, Member of the American Society for Quality (ASQ) and Certified Trainer of Trainers from London Academy of Management Studies, UK. His current research interest is the uses of artificial intelligence tools for quality services and his PhD is in sustaining critical success factor for organizational excellence and competitive advantage.

• UAEU alumni “bachelor’s in law “ • HBMSU alumni “Master of science in organizational excellence “ • Head of performance management section, in Strategy and Future department at Ministry of Human Resources and Emiratisation. • Interested in Public speaking and concepts related to business and customer service. • Winner of the second place in the Minister of Human Resources and Emiratisation Award for the category of the best young citizen in 2019. • Member of the "Media Face" team of the Ministry.

Prof. Dr. Phil Klaus MBA, MRes Professor of Customer Experience Strategy and Management Prof. Dr. Phil’ Klaus is widely considered one of the leading global Customer Experience Strategists. He is the founder of Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience and Marketing Strategy at the International University of Monaco, bestselling author of “Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies,” Chairman of the PK Customer Experience Institute, and holds multiple visiting professorships around the globe. His award-winning and groundbreaking customer experience, UHNWI, and ultra-luxury research has appeared in numerous books, and a wide range of top-tier academic and managerial journals. Prof. Klaus is a frequent keynote speaker at public and in-company seminars and conferences around the world, and bestselling author of ‘Measuring Customer Experience.’ He is an experienced manager and management consultant with an active, international portfolio of Blue-Chip clients for whom he advises on customer experience strategy, profit enhancement, 'next practice,' and business development.

• Sayed Ahmad is an entrepreneur and has established his own business brand called Freez. • Freez is a UAE brand established in Dubai in year 2016 in a small hidden location. From this location, freez carried on its expansion to have 17 branches across UAE and 4 branches in KSA and 2 branches in Oman. • He is currently working in RTA as a Chief IT Auditor and he has more than 20 years of experience in IT Audit, IT Security fields and System Management. Before that he was a Senior IT Auditor at Dubai Bank and IT Audit-Assistant Manager at Commercial Bank of Dubai. He holds bachelor’s degree in engineering management and Higher Diploma in Electronics Engineering from Higher Colleagues of Technology and currently perusing his master’s degree studies in Entrepreneurial Leadership from Hamdan Bin Mohammed Smart University.

Professor A. Parasuraman ("Parsu") is Emeritus Professor of Marketing and James W. McLamore Chair Emeritus at the Miami Herbert Business School, University of Miami (USA). He currently serves as Mentor of the AIM-Parasuraman Center for Service Excellence at the Jagdish Sheth School of Management (JAGSOM) in Bengaluru (India) and Pro-Chancellor (Academics) of Vijaybhoomi University in Karjat (Greater Mumbai, India). He is renowned globally as a leading expert in service quality and customer service. He has authored several books, consulted with many companies, and conducted dozens of executive seminars worldwide. He has published over 130 articles in scholarly journals and has served as editor of the Journal of the Academy of Marketing Science (1997-2000) and the Journal of Service Research (2005-2009). Professor Parasuraman has received numerous awards for excellence in teaching and research. He has also received discipline-wide recognitions such as: American Marketing Association’s “Career Contributions to the Services Discipline Award” (1998); Academy of Marketing Science’s “Outstanding Marketing Educator Award” (2001); inclusion in the Chartered Institute of Marketing (U.K.)’s “Guru Gallery” (2004); IIT-Madras “Distinguished Alumnus Award” (2005); establishment of “The Parasuraman Service Excellence Research Prize,” at the HBMSU in Dubai to foster scholarly research the MENA region (2008); Society for Marketing Advances’ “Elsevier Distinguished Scholar” award (2009); Honorary Doctorate from Maastricht University, Netherlands (2011); Paul D. Converse Award for significant scholarly contributions to marketing (2012); Gil Churchill Award for Lifetime Contributions to Marketing Research (2013); Fellow of the AMA (2016); and AMA Higher Ed SIG’s Lifetime Achievement Award (2018).

An ambitious and passionate Alumni from HBMSU, with a bachelor’s degree in business & Human Resources. Previous Learner Council president of year 2019 and a current Postgraduate Learner in Innovation and Change Management. Aiming to grow in an environment that motivates excellence, passion for work, and loyalty towards the committee; that will strengthen my personal character and support my career growth.

Mrs.Nasra Alhebsi is self-motivated learner at HBMSU, Human and Resources Management department Certified ACHOLOGY LIFE COACH and CBT PRACTITIONER . Mrs.Nasra aim to develop her skills in the training and development area achieving sustainability in learning

• HBMSU alumni “Bachelor Business management in Accounting”. • Learner council member 3 years “2016-2018”. • Executive Contract officer at “Al Wahda Sports Cultural Club”. • Interested in managing and studying new business projects.

Saad personally conducts several training programs such as Human Capital Development, Leadership, Strategic Planning and Entrepreneurship Saad Has had a long and diverse career that led him to work in several organisations and different positions during his Thirty Seven years Including the post of Smart Training Manager Hamdan Bin Mohammed Smart University Director Human Capital Development Mohammed Bin Rashid Foundation Coordinator General Dubai Human Development Award, Head of Trade Industrial Development Division Department of Economic Development Dubai Project Manager Islamic Banking, Emirates Bank International Manager Private Banking, Barclays Bank Dubai Securities Trader, ABN AMRO Bank Dubai Supervisor, National B ank of Dubai Saad has written several books How to Get the Right Job 2007 The Right Resume 2015 The Right Interview 2016 The Right Business Career 2016 The Right Business Ethics 2017 The Right Virtual Meeting Etiquette 2020 Saad has written several research papers Strategies for Teaching and Learning 2017 Upgrading Local Talent 2018 The Future of Entrepreneurship in the UAE 2018 Saad' skills are original thinker, Innovator, Smart Application Idea development Expert, strong math linguistics skills, Complex Problem Solving, Critical Thinking, People Management and Motivating Subordinates, Creativity, Coordinating with Others, Emotional Intelligence, Judgment and Decision Making, Service Orientation, Negotiation Skills and Cognitive Flexibility Saad's Commitment and key achievements won him several prestigious awards such as the Mohammed bin Rashid Award For Young Business Leaders Medical category 2007 Certificate of Appreciation from Dubai Government Excellence Program for Most Distinctive Administrator in Department of Economic Development 2006 Certificate of Appreciation from Dubai Government Excellence Program as Most Distinctive Project in Department of Economic Development 2007 Saad holds several degrees and certifications, an MBA (Financial Wealth Management) from the University of Hull UK Team leader of several Quality Awards such as Dubai Quality Award ( Sheikh Khalifa Excellence Award ( Abu Dhabi Award for Excellence in Government Performance ( Quality Management Systems ISO 9000 2000 Series Lead Auditor, LRQA Lloyd s Register Quality Assurance, London, UK Associate Fellow Institute of Islamic Banking Insurance ( London Certified Career Management Couch ( USA Certified Life Coach ( USA Saad is a member of the Dubai Police Advisory Committee For Community Service, he is also a member of the Dubai Quality Group DQG, member of the American Society for Quality ASQ and member of the International Coach Federation ICF Saad's interests are Reading mainly marine biology, psychology, Cosmology, history, fiction business related books Cycling, Swimming, SCUBA diving, golf and squash

Dr. Souma Alhaj Ali is an Associate Professor in Industrial Engineering-Artificial Neural Network and Robotics; she is currently the Director for Excellence and Governance at Hamdan Bin Mohammed Smart University. She has a strong record of achievement combining skills in diverse areas of Industrial Engineering, Artificial Intelligence, and Quality and Excellence. She’s held many positions in public and private sectors, including the Director of the Center of Academic Quality Assurance at Hashemite University and the Executive Director for the United Industrial Group Corporation. She is a lead assessor for the European Foundation for Quality Management (EFQM) model and a Lead Auditor for Middle East e-Learning Quality Framework (MeLQ) with more than fifteen years of eperience in building and operating quality management systems and designing automated systems and solutions in both private and governmental sectors. Dr. Souma was the ICDE Focal Point on quality in the Arab region during 2017-2020. She published over 25 peer-reviewed papers in reputed international scientific journals and was granted 4 funded projects. Dr. Souma has a B.Sc. and M.Sc. degrees in Industrial Engineering from University of Jordan and a PhD degree from University of Cincinnati, Ohio, USA.

Ebrahim Soltani (PhD – University of Strathclyde, UK) is a professor of Quality Management at Hamdan Bin Mohammed Smart University (HBMSU), Dubai, United Arab Emirates (UAE). Prior to his appointment, he was a professor of Operations Management at the University of Kent Business School, UK. Ebrahim’s recent research focuses on global supply chain and how the nature of upstream and downstream supply chain relationships influence the level of product quality

Prior to his appointment to Hamdan Bin Mohammed Smart University Boštjan Gomišček (PhD - University of Technology Vienna, Austria) was working with different universities and research institutions: University of Wollongong in Dubai (UAE), University of Maribor and University of Ljubljana (Slovenia), University of Technology Vienna and Austrian Academy of Science (Austria). While working at this institutions he was occupying different positions (Associate Dean Research, Head of Quality Management Laboratory, Journal Co-Editor, Head of Quality Assurance Committee, Guardian of the PhD program, etc.) and has been an active researcher interested in the multidisciplinary area of research - quality management and its role in organizational performance, business excellence, sustainability, health care, asset management & air pollution management. He took part in several national and international research projects within the EU research frameworks. His publication record contains over 350 items; he published in reputable journals, such as – but not limited to - JCLP, AE, IJOPR, JCN, TQM&BE and co-authored two text-books

Dr. Ying Ying Liao is an Associate Professor at Hamdan Bin Mohammed Smart University and a fellow of the Higher Education Academy (HEA) UK. Prior to her current appointment, she was an assistant professor and acted as programme director at the University of Liverpool (China Campus). She received her PhD degree and served as post-doctoral researcher in the University of Kent, UK. She has been actively involved in several research activities internationally including joint PhD supervision, EMBA external examiner, committee member of international conferences, and ad hoc reviewer for several high quality international journals (e.g. JBE, TQM&BE, etc) and conferences (e.g. AMA, AoM, etc). She has currently published 12 journal articles (some in 2 & 3 - star refereed journals –ABS ranking, UK), 24 international refereed conference papers and 4 book chapters. Prior to joining academia, she gained extensive industry experience in various capacities in service sectors (i.e. hospitality, healthcare) where she contributed significantly to the enhancement of quality of service offerings. Her current research interests focus on service management (e.g. service quality, service failure & recovery, managing human resources in services and supply chain quality management).

The winner of Khalifa Award for Education (Cycle # 7, 2014); Distinguished University Professor in the Field of Teaching in the Arab World. Professor of Curriculum and Instructional Design, Tanta University, Egypt. Professor of Distance Learning, School of e-Education, Hamdan Bin Mohamed Smart University, UAE. Prof. Abdelaziz holds a Ph.D. from University of Arkansas, USA, 2004, with first class honors (4 out of 4). Former supervisor of the National Smart Learning Center in Egypt. Former director of the Distance Teaching and Training Program, Arabian Gulf University. Prof. Abdelaziz translated and published 15 books in the field of Teacher Preparation, Brain-based Learning and Teaching, Smart Learning and e-Training, and Creative Culture. Mr. Abdelaziz published more than 40 research papers in regional and international journals. Many of his models of online pedagogy and assessment are applied at the international level. Won numerous awards of excellence for the best scientific papers presented at international conferences.

Ahmed Ankit’s areas of interest for research include Applied Linguistics, Communication, e-learning and Education Leadership. He is the Dean of Research and Doctoral Studies at Hamdan Bin Mohammed Smart University, Dubai, United Arab Emirates. He was the Dean of Education at the American University in the Emirates and previously the Vice President for External Relations and Cultural Affairs at Ajman University, UAE, where he supervised collaborative projects with international organizations and academic institutions. He chaired the Curricula and Study Plan Committee and contributed greatly to the licensure and accreditation of academic programs. He has been active in academia with a focus on teaching and research in Educations Leadership, Applied Linguistics and E-learning. He has presented papers at several international academic events and chaired a number of conferences.

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Dr. Ahmed Al-Nakeeb is an Assistant Professor of Management at the School of Quality and Business Management at Hamdan Bin Mohammed Smart University. Dr. Al-Nakeeb received his Ph.D. in Quality Management from the University of Glamorgan in Wales, United Kingdom. He also completed a Master in Business Administration, a Diploma in Business Administration, and a B.Eng. in Civil Engineering all from reputable Universities in the United Kingdom. He taught various courses in Management and Marketing at graduate and undergraduate levels in addition to holding managerial positions. Dr. Al-Nakeeb participated in various international conferences and published in well-known international journals. His publications in Quality Management attracted international interests among academics and practitioners. He has also developed research interests in HRM and Marketing. Dr. Al-Nakeeb is a member on the Editorial Advisory Board and the Articles Review Editor of the Journal of Islamic Marketing, published by Emerald. He was granted the 2011 Outstanding Reviewer Award for his work on the Journal of Islamic Marketing.

Professor Samer Hamidi is a professor at School of Health and Environmental Studies. He has 20 years of teaching and research experience in the fields of public health, health management, and online learning. He designed, developed, and delivered courses at the bachelor, master, and doctoral levels. He also led the accreditation of public health and health management programs. He is locally and internationally recognized scholar, an associate editor, editorial board member, and peer reviewer for several international journals. He co-authored more than 100 peer-reviewed academic papers published in well-regarded journals.

Professor Baydoun is an internationally recognized authority on the impact of culture and religion on accounting and financial systems. He is currently the Vice Chancellor for Academic Affairs at HBMSU in Dubai. He also held senior academic positions and staffed key board committees at various institutions in Australia, Honk Kong, New Zealand and the United Arab Emirates. Professor Baydoun has a record of accomplishment of launching innovative initiatives and building effective teams in large and complex organizations. He is internationally experienced in financial management, accounting, startups, restructuring and strategic planning. Professor Baydoun is supportive of enhanced scholarship and research; he published more than 50 refereed articles and books and serves on the editorial board of a number of academic journals

Khezna Alsadi is a Senior Executive of Learners Experience and Community Engagement at Hamdan Bin Mohamed Smart University. Currently she is doing her Master in Entrepreneurial Leadership Program and holds a Bachelor of Business and Quality Management (Distinction with Honors). Her key strength is in her capability of being customer-driven and oriented; with 12 years’ experience in fields focusing on customer services and partnership management. Khezna has a talent as a voice-over specialist with 6 years’ experience recording: radio Ads, documentaries, call center messages. She also served as master of ceremony for corporate events and graduation events.