Stellar Newsletter #7- 20Dec

4. Reward in the Up Your Service Passion
Program: we have the “Quarterly Heroes”,
and aside from a token of appreciation of
a SR 1000 voucher, the heroes would be
treated to a lunch with the Chief Executive
Team (CET).
It’s an opportunity for the CET to hear more
about their stories. The purpose is that we
want to know those heroes up close. Also,
we would want them to tell us how we can
further improve in providing continuous
excellent service.
When Hero of the Year is selected, he/
she gets the chance of visiting London
for a couple of days and meet Bupa CEO;
all expenses are paid by the company.
The hero gets the chance of sharing his/
her inspirational story as a testament that
Bupa organization pays so much premium
on providing members with the highest
level of service at all times.
5. Work environment: the environment
at Bupa Arabia is unlike any other. For
example we invest heavily in the daycare
for new mothers that are members of
our team. For the mothers to know that
their kids are being looked after in a top
quality nursery with professionally trained
teachers and staff, in the same building
they are in, provides peace of mind.
There are also the gyms, one for male
employees and another for females, to
provide a unique and convenient, workconducive
environment, where our
employees, in return, provide excellent
customer service to our members.
Q5
Since we are in the process of
launching the ‘Lean Program’
towards the end of the year,
do you think that applying
Lean principles and practices
internally will further help
improve the service?
The core idea of “Lean” is to maximize
customer value while minimizing waste.
Simply, being “Lean” means creating
more value for customers with more
streamlined resources. A Lean organization
understands customer value and focuses
its key processes to continuously increase
it.
I personally look at Lean from three
different perspectives:
1. Lean from a Customer Perspective
We are a heavily process oriented
company and these processes impact
our customers. We have employees who
provide services, who needlessly go
through a lot of processes and approvals
to serve customers. When we do Lean, we
streamline these processes and eliminate
the possible waste where employees
have more time to serve customers, listen
attentively to them, and address their
needs.
Our aim is to look at these processes from
a customer’s point of view. We don’t want
to have a process because it’s convenient
for us, we want to have it because it’s more
convenient for our customers.
Profiling the right candidate Induction Everyday Hero Training Reward System Work environment
STELLAR | 06