{"id":349370,"date":"2025-11-07T21:47:45","date_gmt":"2025-11-07T21:47:45","guid":{"rendered":"https:\/\/new.kaizen.sa\/?post_type=gs-project&#038;p=349370"},"modified":"2026-04-05T11:20:33","modified_gmt":"2026-04-05T11:20:33","slug":"transformation-toward-a-customer-centric-culture","status":"publish","type":"gs-project","link":"https:\/\/kaizen.sa\/en\/gs-project\/transformation-toward-a-customer-centric-culture\/","title":{"rendered":"Transformation Toward a Customer-Centric Culture"},"content":{"rendered":"<h4 style=\"font-weight: bold; text-transform: uppercase; font-size: 24px; color: #565656; letter-spacing: 0.1em; line-height: 1.6em;\">Project Components<\/h4>\n<blockquote style=\"border-left: 5px solid rgba(0, 0, 0, 0.25);\"><p>We assessed Saudi Electricity Company\u2019s 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.<\/p><\/blockquote>\n<p><strong>A. The Challenge<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>B. Our Solution<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>C. Key Achievements<\/strong><\/p>\n<p>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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We assessed capabilities, designed future-state governance and competencies, and delivered a three-year roadmap with a playbook and digital-first training plans to embed a customer-centric culture.<\/p>\n","protected":false},"featured_media":349372,"comment_status":"closed","ping_status":"closed","template":"","gs-project-category":[212],"gs-project-tag":[214],"class_list":["post-349370","gs-project","type-gs-project","status-publish","has-post-thumbnail","hentry","gs-project-category-customer-experience","gs-project-tag-government"],"_links":{"self":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project\/349370","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project"}],"about":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/types\/gs-project"}],"replies":[{"embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/comments?post=349370"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/media\/349372"}],"wp:attachment":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/media?parent=349370"}],"wp:term":[{"taxonomy":"gs-project-category","embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project-category?post=349370"},{"taxonomy":"gs-project-tag","embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project-tag?post=349370"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}