Transformation Toward a Customer-Centric Culture
Strengthening customer centricity via capability diagnostics, governance clarity, and digital-first development.
Completed
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Project Overview
Project Components
We assessed Saudi Electricity Company’s current capabilities, mapped stakeholders, and ran benchmarking to define a customer-centric operating model. We created a capability measurement framework, gap analysis, and a three (3)-year roadmap. We built a competency dictionary and playbook, and designed detailed capacity-building and digital-learning plans with training effectiveness evaluation.
A. The Challenge
Pivot SEC toward a customer-centric culture with clear governance, prioritized capabilities, and measurable upskilling, fully aligned to an updated operating model and enterprise requirements.
B. Our Solution
Conducted current-state assessment, benchmarking, capability measurement, and gap analysis; designed future-state governance and competencies; built a three-year roadmap; authored a company-wide playbook; and detailed digital-first training and evaluation plans.
C. Key Achievements
Established baseline capability metrics and KPIs, prioritized core customer-focused capabilities, defined governance and competencies, produced a three-year roadmap, and delivered a playbook with detailed training plans and continuous user-experience measurement.
Project Summary
Project Information
Client:
Saudi Electricity Company
Value:
4,499,100 SAR
Start Date:
May 26, 2022
End Date:
November 22, 2022
Duration:
Six months
Project URL:
Status:
Completed
Additional Information
The Client Phone :
+966 920 001 100
The Client Email :
alkahrabaCare@se.com.sa
Taxonomies
Service Area:
Customer Experience
Client Sector:
Government & Public Entities