Customer Case: NBAD wanted to create a centralized process repository for all business and support departments by introducing QPR ProcessDesigner

Listed on the Abu Dhabi Securities Exchange (ADX), the National Bank of Abu Dhabi (NBAD) is an integral systemic bank of the United Arab Emirates (UAE), providing a full range of products and services to the UAE and the global markets. NBAD is the largest bank in Abu Dhabi and the second largest bank in the UAE in terms of assets, and also listed among the 50 safest banks in the world in 2009.

Creation of Centralized repository – Process Maps, Forms, Process Documents and Manuals

Management Frameworks 
  • Quality Management (ISO 9001:2008) 
  • Business Process Excellence
Goals set by NBAD
  • Improve customer service through streamlined and well-documented processes
  • Improve compliance with established policies and procedures by NBAD staff through their better understanding of procedures presented in a graphical process map
NBAD wanted to create a centralized process repository for all business and support departments. This process repository should be a one-point reference for all Process Maps, Forms, Process documents, Manuals, Policies, Key Operational Risk Controls (KORC), SLAs & Quality documents.

Before introducing QPR ProcessDesigner by the Policies, Procedures & Processes department (PPPD), the improvement needs were to support all departments to document processes, which were in different formats Ex. Stand-alone Procedures in multiple formats – Text-based, Process Maps, MSVisio flow charts, etc., and aim for ISO certification.

Creating a centralized repository

Being a major financial institution in UAE, NBAD had to combine all the information related to processes into a centralized process repository and eliminate lengthy text-based Procedures, and introduction of simple, precise, user-friendly, easy-to-understand end-to-end process maps for every existing identified business process using a BPM tool.

Improving customer service and compliance

NBAD set two goals: Improve customer service through streamlined and well-documented processes and improve compliance with established policies and procedures by NBAD staff through their better understanding of procedures presented in graphical process maps and also to implement a tool to train UAE nationals on the Bank’s processes and policies.

The Business Process Manual (BPM) project

The BPM project involved the senior management and the departments of NBAD, and other stakeholders of the project.

The key task of the project’s success was to train the key users in the PPP department, as well as the business users to use QPR ProcessDesigner as a development tool.

This training enabled the team to understand how the software works on a detailed level. It also helped us to agree on the best standards and practices for the process framework.

“The base model allowed us to have a common understanding and to main uniformity across the bank,” says Mr. Mohammed Ramatullah, Head of Policies, Procedures & Processes at the National Bank of Abu Dhabi. Management frameworks used were Quality Management (ISO 9001:2008) and Business Process Excellence.

Implementing the repository

As a result of the project, a single centralized process repository was implemented in many of the business segments.

QPR ProcessDesigner allowed NBAD to have a common platform for process-related information with common standards across NBAD -End-to-end process maps with embedded applications/forms/templates/User Manuals / Electronic forms, KORCs, KRIs, Policies, etc., on a single platform and QPR Portal as a single point of reference for the business users.

Compliance with ISO has been achieved and CBG was awarded ISO 9001:2008 certification.

What will be done in the future?

The next steps include rolling out this business process modeling framework to all departments and international locations in NBAD with the help of QPR ProcessDesigner.

”Thanks to the excellent local support provided by QPR partner in the United Arab Emirates, IYCON is a strategic business partner for NBAD with excellent customer support and expertise in Business Process Management.”

Mohammed Ramatullah Head of Policies, Procedures & Processes, National Bank of Abu Dhabi

About the National Bank of Abu Dhabi

Listed on the Abu Dhabi Securities Exchange (ADX), the National Bank of Abu Dhabi (NBAD) is an integral systemic bank of the United Arab Emirates (UAE) providing a full range of products and services to the UAE and the global markets. NBAD is the largest bank in Abu Dhabi and the second largest bank in the UAE in terms of assets and it is also listed as the 50th safest bank in the world in 2009.

It is the most internationally diversified bank among the UAE banks with offices in Egypt, Oman, Bahrain, Kuwait, Libya, Sudan, and Jordan in the MENA region, Hong Kong in the Far East, London, Paris, and Geneva in Europe, and Washington D.C. in the USA. Its largest external market is Egypt where it operates as a full-service bank with 27 branches. In Oman, the bank has eight branches providing a comprehensive range of services throughout the Sultanate.

Since its inception in 1968, NBAD’s diversified earnings base has delivered a strong record. This has been achieved through organic growth. The Group is differentiated by its strong franchise, skilled employees, and long-serving management.

NBAD employs 3,753 people in the UAE and 971 at its international operations worldwide. The Bank posted a net profit of for the full year of 2009 of AED 3.0 billion. Its total assets reached AED 196.8 billion at the end of 2009.

NBAD’s vision is “To be the number one Arab Bank”.

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Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

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CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

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