AHMED SALEM AL RASHEDI
ABU DHABI
Summary
Quality and Excellence Specialist with 15 years of solid experience driving organizational performance across government and semi-government sectors. Highly skilled in applying the Abu Dhabi Excellence Award framework, BPM practices, and ISO management systems to build integrated models that enhance efficiency, service quality, and institutional readiness. Possesses excellent knowledge of ARIS and its role in process governance, enabling accurate mapping, analysis, and alignment with strategic objectives.
Led multiple excellence award cycles, institutional self-assessments, evidence preparation, and performance reviews, helping organizations elevate their maturity and competitiveness. Strong background in performance management, governance, and continuous improvement, with a focus on data-driven decision-making, and measurable results.
Recognized for leading change management initiatives, driving innovation, developing internal benchmarking and award programs, and contributing to policy formulation to strengthen organizational agility, institutional excellence, and stakeholder satisfaction.
Overview
15
15
years of professional experience
Work History
Head of Quality & Excellence ( Acting )
Abu Dhabi Customs
Abu DHabi
07.2025 - Current
- Led ARIS Process Architecture Framework, managing full lifecycle of process governance through optimized process maps and compliance systems.
- Oversaw Corporate Quality Program to ensure unified quality management practices and internal audit readiness across departments.
- Drove Abu Dhabi Government Excellence Awards 2025 readiness through structured self-assessments and action planning.
- Managed Global Excellence Awards initiatives, including EFQM submissions, to showcase institutional innovation internationally.
- Executed organizational change management based on ADKAR model, facilitating sustainable transformation through stakeholder engagement.
- Conducted comprehensive policy reviews for regulatory alignment and operational consistency within excellence frameworks.
- Developed internal awards programs that foster a culture of excellence and recognize impactful initiatives.
- Performed benchmarking studies using regional databases to identify best practices that support decision-making.
Senior Officer - Quality
Abu Dhabi Customs - Development & Strategic Planning Division
02.2023 - 06.2025
- Led and managed diverse quality programs across multiple sectors, enforcing compliance with 21 ISO standards.
- Implemented and oversaw ARIS framework, achieving effective process management aligned with organizational goals.
- Directed engagement in prestigious competitions like Stevie International Awards and Dubai Quality Group, earning recognition for outstanding achievements.
- Enhanced organizational resilience by applying expertise in Enterprise Risk Management, Business Continuity Planning, and Total Quality Management.
- Supervised Quality Controller in Operational Excellence projects, ensuring efficient task execution aligned with strategic objectives.
- Assessed Effortless Customer Experience Program under GSEC, providing insights to elevate customer service standards.
- Collaboratively prepared annual budgets, tracking expenditures to optimize financial performance.
- Authored policies for the department, demonstrating advanced skills in drafting documents that meet regulatory requirements.
Airport Service Quality Specialist
Abu Dhabi Airport Company - Quality Assurance Department
ABU DHABI
01.2011 - 02.2023
- Directed development and execution of ASQ program, preparing detailed reports and conducting analyses.
- Ensured Maturity Assessment for Effortless Customer Experience program aligned with strategic goals through thorough evaluation.
- Implemented strategies to reduce passenger waiting times, enhancing terminal efficiency and service delivery.
- Collaborated with application development team to create an app measuring passenger wait and processing times.
- Oversaw budget elements, expense tracking, and financial alignment with organizational objectives for senior management.
- Developed action plans with Abu Dhabi Customs, Immigration, Etihad Ground Services, and Police for continuous improvement initiatives.
- Conducted surveys identifying improvement areas for airport services, enhancing overall passenger experience.
- Optimized passenger movement during high traffic periods to minimize bottlenecks at security and immigration checkpoints.
Education
Master of Science - Quality And Excellence
Abu Dhabi School of Management
Abu Dhabi01-2026
Diploma - Airport Management Professional Accreditation Programme
Airport International Council - ICAO
2018
Bachelor of Science - Human Recourse Management
Zayed University
2015
Skills
- IMS lead auditor (ISO 9001, ISO 14001, ISO 45001)
- EFQM
- Abu Dhabi Excellence Award - ADEAP
- CX Effortless Initiative program - workshop
- ARIS Designer - Advanced Lvl
- Airport Communications and Public Relation
- Critical Thinking Skills for the Professional
- Six Sigma Principles
- BCM and Risk Management
- Airport Human Resource Management
- Customer Excellence
- Developing a Customer Service Culture at Airports: Measuring and Benchmark the Result
- Effective Communication and Interpersonal Skills
- Managing Health and Safety at Airports
- Six sigma, Green Belt
- Aci-Icao management of airport security
- PMP 2017, preparation course
Honors and awards
- Has been twice honored with the Employee of the Month award in the Abu Dhabi International Airport Operations Department
- Achieved with the Airport Service Quality Office, 12 international awards under the classification of the best airport in the Middle East and the most developed airport in the region between 2011-2018, and also that Abu Dhabi airport received a 4-star rating in the Styrax program.
- Received a certificate of follow-up and thanks from the Federal Authority for Identity and Citizenship - Abu Dhabi International Airport immigration Department
- Received a certificate of follow-up and thanks from the General Command of Abu Dhabi Police - Abu Dhabi International Airport Police Department
Timeline
Head of Quality & Excellence ( Acting )
Abu Dhabi Customs
07.2025 - Current
Senior Officer - Quality
Abu Dhabi Customs - Development & Strategic Planning Division
02.2023 - 06.2025
Airport Service Quality Specialist
Abu Dhabi Airport Company - Quality Assurance Department
01.2011 - 02.2023
Diploma - Airport Management Professional Accreditation Programme
Airport International Council - ICAO
Bachelor of Science - Human Recourse Management
Zayed University
Master of Science - Quality And Excellence
Abu Dhabi School of Management