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Mohammad Alqahtany

Senior Manager Process Excellence at Bupa

Work History


Senior Manager Process Excellence - TQM & Service Strategy


I. Process Optimization.

  • In charge of entire company process excellence portfolio valued at 7 Billion SAR.
  • Identify key process areas and drive optimization. 
  • Leads process enhancements across organization to include but not limited to:
    • Process mappings.
    • Cycle time reductions,
    • Cost savings/avoidance
    • FTE analysis
    • Productivity improvements. 

II. Focused Improvement 

  • Responsible for service failures analysis and determinations from different channels and develop a service loss tree to identify the failures to focus on.
  • Manages and Facilitate FI activities and agenda.
  • Manage the process of analyzing the root causes of the failures with the FI leader and team members using a structured problem solving methodology and variety of tools, and identifying the corresponding countermeasures to eliminate or at least reduce the service failures at a certain level.
  • Support in conducting the regular review FI The Service strategy and TQM Director and FI leaders.
  • Propose additional countermeasures to strengthen the solutions in addressing the problems II.

III. Service Bench-marking

  • Co-lead with the Service Strategy and TQM director by facilitating and coordinating the mapping exercise of customer experience journey and identifying of the services being offered by Bupa Arabia and main competitors for each customer touch point.
  • Facilitate the selection of key touch points to improve, and identify the new services which will put Bupa Arabia ahead of the competition.
  • Monitor and evaluate the progress of improvement projects with other functions.

V. Operations Capability Building

  • Coordinate the implementation of the Lean/Six Sigma, Kaizen and AHIP training and certification programs as part of capability building of Operations people.
  • Manage application of acquired learning in the Focused Improvement and Productivity/Efficiency activities.

Gulf Customer Service Manager

  • Designed and established a shipment sales and supply model that generates a monthly net sales of 20 Million AED.
  • Managing Shipments and customer service operations across Gulf.
  • Manage inventory targets for entire Gulf countries .
  • Managing slow moving and obsolete inventories.
  • Vocal reference point for Sales, Marketing and MSO teams for stocks and supplies.
  • Challenging the business on forecast submission based on Planned Vs Actual gaps.

Imports and Distribution Planner.

  • Handled the transfer Project of DRP from UAE to KSA.
  • Responsible of planning and distribution and importing for KSA and Yemen.
  • Responsible for a shipment value of about 60 million SAR on monthly basis.
  • Monitored KSA stock levels at agreed NORMS.
  • Validate and analyze abnormal sales vs. IMS F/C every week and month.
  • Continuously achieved 100% of financial shipment plans and helped other SUs in order to achieve KBU financial plans.
  • Improved timely promotions delivery for RDC from percentiles of 74% to steady 100%.

Supply Chain CSE Operations Coordinator

  • Established a system that ensured detailed monitoring of all KSA promotions where the customer is the decision maker when it came to promotions percentages. This system later proved tremendous improvements a cross KBU promotions.
  • Monitored KSA stock level and highlight weekly critical SKUs with projected risk and High week cover.

Communications Team Lead

  • Led the correspondences flow with internal and external stakeholders. 
  • Managing the awareness of internal changes within the organization.
  • Managing the distribution and preparation of the executive communications, and manage information flow.
  • Collating and analyzing current communications and messages and ensuring consistency.

Communications Supervisor

  • Collating and analyzing current communications and messages and ensuring consistency.
  • Responsible for the quality and quantity of the timely reporting systems within the communications department.
  • In charge of the coordination of the reports and systems internally and externally with other departments/functions.
  • Played as an editor on almost daily basis for the numerous reports generated by the department.   




King Abdulaziz University

Master of Business Administration (MBA)


Bachelor [B.A. (Hons)] Degree.

The Open University 

Business Administration - Systems.


University of Saskatchewan

Mechanical Engineering


Certified Functional SAP MM Consultant


Material Management (MM) & Supply Chain Management (SCM), Procurement II Module.

Top Skills

Business Management
Team Leadership
Team Player
Learning Pace
Communication skills.