Stellar Newsletter #7- 20Dec

Editor’s letter
Dear Bupa Arabia Team,
As always we start with the end in mind (all that we do is in service of our vision…)
Longer, healthier, happier lives …
In this, Stellar’s seventh edition, you’ll find many great examples of why Bupa Arabia has
such a great customer-focused culture. The strong service culture that we have is a credit
to each and every one of you. There are a number of activities that we leverage to create
an environment to deliver real value to our customers. Lots of examples are seen in this
edition. Great customer service is about creating value for our customers. Ron Kaufman
captures it well:
“Service is not about what you do, the process you use, or how well you follow
procedures. Service is about the experience and the value you create for someone else.”
We have many examples of this in Bupa Arabia...
As an outcome of the service innovation workshop, a cross-functional team created ‘paperless
membership’, which has resulted in real value creation for our biggest customer
Sabic, and efficiency improvement for Bupa Arabia.
Another great example of creating value for our customers can be seen in the Hepatitis-C
work done by Clinical Governance (see the article). In summary, the team managed to
improve customer health outcomes by achieving a 96 percent success rate, an NPS of
91, while at the same time, avoiding costs of more than SR24 million in 2016 – an overall,
fantastic achievement.
Do spend the time to read through Stellar, and you’ll find stories and reminders of why
Bupa Arabia is such a great place to work. In this edition our CHRO Thamer shares his perspective
on unbelievable services and lean management. Also the stories of our service
heroes; we had many nominations which made it difficult to select only three.
Also see Dr. Khalid Zaidan the service hero of 2015 and a lot more.
Again, thank you all for your hard work and commitment to Bupa Arabia.
Looking forward to sharing your success and hearing your stories…
Arif Hunashi
COO