Performance Development continued to provide process improvement and organisation design services to the operating businesses and support functions, contributing to a number of major projects. The department launched, on behalf of the Group, a company-wide Customer Relationship Management Programme and through the eVentures Group designed and created the Middle East and GCC’s first comprehensive travel portal in partnership with Microsoft Network Arabia. The travel portal provides online booking of flights, hotels, cars and holiday packages to nine countries in the region.

The Performance Development team has been involved in a number of organisational changes and was involved in the move towards self-handling of passengers and cargo by Emirates at Dubai International Airport. There have been numerous other projects targeted at improving business performance including work with Emirates Engineering, Flight Operations, Commercial departments as well as Human Resources and Finance.
The department continues to be responsible for Bright Ideas, the staff suggestion scheme.

We continue to actively manage our exposure to the fluctuations in the oil markets, taking a long-term view, which incorporates the use of various risk management tools of varying durations.

Our fuel-risk management programme has again proved to be very successful, helping to provide a more stable fuel cost in a volatile and often unstable market. This year our fuel costs have been reduced by some US$25 million (Dhs 90 million) through this activity - not only have we achieved below market level prices, it has enabled greater accuracy in our fuel cost budgeting and planning.

Central Services keep our administrative functions nicely ticking over.

Staff transportation in the form of 15 buses offer pick- up services over a wide network of locations in Dubai. In total Central Services are responsible for over 300 company vehicles.

The Skywards Customer Loyalty Programme has resulted in a substantial increase in mailing activities with up to 10,000 packages sorted and distributed every day. In addition 45,000 packs are despatched every month in support of the programme.

Emirates is a 45% equity shareholder in Emirates-Abela Catering which employs 2,200 staff and provides inflight catering and support services for 93 airlines at Dubai International Airport.

This year the company delivered almost 10 million airline meals, an average daily production of 27,000, with each and every meal being individually prepared to the high quality standards for which Emirates Abela is renowned. The catering unit also provides hospitality services in the airline lounges at the Sheikh Rashid Terminal, Dubai for Air France, British Airways, Gulf Air, KLM, Lufthansa, Dnata (Marhaba Lounge) and Emirates (First and Business Class lounges).

By December 2002, the capacity of the unit will be expanded from a maximum of 35,000 meals per day to 45,000-plus, while further investments in production and operation equipment will be made during the year. To cope with the growth at Dubai International Airport, construction of a new facility is planned to start in 2003 with expected completion within three years.