Customer Experience Transformation in Saudi Arabia’s Ministry of Human Resources
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The Saudi Arabia’s Ministry of Human Resources (MoHR) has embarked on a journey of transforming its customer experience to one that is relevant, measurable, predictable, and personalized. This has been facilitated by the implementation of a customer experience transformation (CXt) program that incorporates the principles of customer centricity, digitalization, continuous improvement, and innovation. This case study focuses on the implementation of this program in MoHR and the progress achieved since the launch of the program in 2015
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In Saudi Arabia, the Ministry of Human Resources (MOHR) is a government agency tasked with managing the recruitment, employment, retirement, and training programs for over 3,000,000 employees across the kingdom. One of the key challenges the MOHR faced is an ineffective customer experience. For years, they were receiving inquiries, feedback, and complaints about their online and mobile recruitment platforms, their hiring processes, and their reimbursement policies. MOHR recognized
VRIO Analysis
Customer Experience is an essential aspect of the Saudi Ministry of Human Resources’s strategic plan. The ministry is committed to providing an excellent customer experience to all employees, clients, and potential employees who want to work with them. We conducted a detailed analysis of the Saudi Ministry of Human Resources Customer Experience Transformation Strategy. The customer experience strategy aims to provide employees with the tools they need to provide exceptional customer service to clients and stakeholders. The VRIO (value-relevance-innovativeness-orientation
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Saudi Arabia’s Ministry of Human Resources (MoHR) was established in 2013 with a mission to implement HR initiatives to enhance the performance of the public sector. The government of Saudi Arabia is actively working on implementing HR policies and programs with a focus on developing a customer-centric organization to create an environment that supports the customers, staff, and employers. This case study explores how MoHR transformed the customer experience, through the of the Service Quality Management System (SQMS). Service Qu
Financial Analysis
The Saudi Arabia is a Kingdom with a population of 33.4 million people. The Saudi Arabia Ministry of Human Resources is a governmental agency which is responsible for all human resource management, including employment, recruitment, training, and development. Saudi Arabia is a petroleum producing nation, and the government aims to transform its Human Resource Management system by investing in technology, training and development of human capital, and improving the quality of employee services. The Saudi Arabia Ministry of Human Resources,
Marketing Plan
The Saudi Arabia Human Resources Ministry is the largest human resources organization in the Kingdom of Saudi Arabia. It manages a vast variety of governmental organizations and public services, such as civil service and the Saudi Aramco, Saudi Oil Company. It is one of the best in the world in many aspects, such as training and education, performance management, and quality control, to name just a few. The following section will describe the Customer Experience Transformation implemented in this ministry, using my own first-hand experience. click The Ministry’s first
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One of my top priorities was to enhance customer experience in Saudi Arabia’s Ministry of Human Resources. Customer service was not only a key performance indicator but also one of the key values of my ministry. I knew that I needed to create a system that would meet and exceed customer expectations. The objective of the system was to improve the overall customer experience across all touch points, from the point of contact to the outcome. To achieve this objective, I started by creating a customer experience map. A customer experience map is an organizational structure that illustrates