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Cockpit Performance Operation

A VIRTUOUS CYCLE TO IMPROVE EFFICIENCY

1) CPO Back Office

MaSa’s Cockpit Performance Operation and Maintenance (CPO) Back Office consists of three sections namely: Reporting and Analysis, Geographic Information System and Encroachment Permit Section.

2) Encroachment Permit
The section ensures safe working conditions and protection of Marafiq utilities from any damages during the construction activities by the customers for any Encroachment in the Industrial City of Jubail.

3) Reporting & Analysis
Reporting helps MaSa to monitor the performance of every business unit on monthly basis by providing the Contractual obligation reports to the stakeholders while analysis interprets this information and provides recommendation on actions.

4) Geographic Information System
GIS centric view of managing MaSa resources will not only address the aging infrastructure but also the complexities of other challenges like Quality, Maintenance of Assets and expansion of network. Our major challenge is to reduce operating cost and increase their revenue, while maintaining customer satisfaction at the same time. We are always under pressure to cope up with rising service demands with population/urban growth.

5) CPO Front Office
The Front-Office is refers to the front part of the company, visible for the clients, Management and in direct contact with them. The Front-Office is the BRIDGE of communication and the first defence of our company. It consists of two sections namely MaSa O&M 24/7 Helpdesk and Scheduling.

6) Scheduling
Scheduling is utilizing to facilitate the proper maintenance of equipment and assets. It created to set out a clear plan with associated schedule so that the management and employees can accomplish the goals based on MaSa business needs.
The benefits of having a Scheduling:

  • Time Management: By creating a detailed plan or schedule, an individual or equipment are able to keep track of what needs to be done and ensure all required duties are performed.
  • Maintain Budget: Effective scheduling, a management can determine and monitor the budget Real Time Scheduling: Develop schedules via integrating all activities into one comprehensive plan and linking it with SAP CRM.
  • Mobility (Future): This tool will enhance the responsiveness of the filled worker, reduce the time which spent during verbal communication then enhance the customer’s satisfaction.

MaSa O&M 24/7 Helpdesk
The Helpdesk is representing the front office functions that interacts with MaSa valued customers. It is the processes that allow our company to be the liaison of communication between MaSa and Its valued Customers.
The benefits of having a MaSa O&M 24/7 Helpdesk:

  • 24/7 Customer Support.
  • 24/ 7 Monitored the Facilities thru SCADA.
  • Monitoring company’s vehicles and employees driving thru GPS.
  • Geographical tagging of outage thru GIS.
  • Each interaction with the customer (Internal and External) is recorded and stored within the SAP CRM where it can be retrieved by other employees or department if needed. CRM is valuable tools can be organized the job of agent, enhance the communication with business units and provide immediate information to the top management.