New PMO department will enhance BTAM’s procedures and policy’s already in place.
BTAM’s primary function of the PMO is to support project managers in a variety of ways which may include, but are not limited to:
· Managing shared resources across all projects administered by the PMO.
· Identifying and developing project management methodology, best practices, standards.
· Coaching, mentoring, training, and oversight.
· Monitoring compliance with project management standards, policies, procedures, and templates via project audits.
· Developing and managing project policies, procedures, templates, and other shared documentation.
· Coordinating communication across projects.
The BTAM project management office (PMO) will give a better organizational structure and assign various responsibilities related to the centralized and coordinated management of those projects under its domain.
Call Centers have quickly become a crucial element in many organizations. Call Centers are often the first with whom a customer interacts. With this interaction, it comes with a perception of professional excellence and customer expectations.
BTAM believes in complete customer satisfaction and to enhance our quality values, we are to open a Call Centre dedicated to customer care with a dedicated toll free number to ensure a direct contact and response to any customer concerns.
The BTAM Call Center procedures will help to perform both routine and less common tasks. The purpose of these standardized procedures is to ensure efficiency, accuracy, and uniformity in handling common tasks. The procedures break down common tasks into a series of steps that—if followed —help avoid costly errors.
Adhering to the established procedures also help complete routine tasks more quickly, giving more time for interacting with clients and solving their problems.
1. Follow established procedures that support client service and regulatory compliance
2. Deal with customer complaints
3. Give the customer complete satisfaction and peace of mind.
4. To supply good service and communication.
BTAM’s main purpose of this call center is to offer a quick and efficient service and to guide the customer to best effective way to achieve customer satisfaction.
Saudi Arabia has the biggest construction market in the Middle East and one of the fastest growing markets in the world. Saudi Arabian Building and infrastructure will require Facilities Management Companies to service this sector which are short in supply.
Anthony Leck, Business Development Manager, said “The formation of a new Alliance will help BTAM strengthen and consolidate our Operation & Maintenance with an international leading facility Management Company and will position us for future growth and challenges to meet the facilities market needs”. The success of a working partnership is absolutely vital to BTAM in continuing to offer a cost effective service solutions to our existing and new customers, whilst offering real value and international experience. The alliance will represent a significant focus on commitment to working together with openness, honesty and engagement. Our proposed chosen partners within the Facilities Alliance instinctively recognize that every aspect within our business contributes to our customers’ experience. The proposed partners proved, through an incredibly robust and rigorous tender process, that they could create solutions that would meet our requirements in a consolidated, cost-effective way. More than anything, their focus on the welfare and development of their people stood out in parallel with our own vision and values.
The main priority for the Facilities Alliance now is to ensure a smooth and welcoming transition and transformation to services with minimal impact on business. The Alliance will work with everyone necessary within BTAM throughout this process to ensure any change is communicated effectively.
The Alliance will also work to achieve further evolutionary development of our services through 2012 and beyond. By doing this we look forward to delivering great results and even greater service to all our stakeholders and customers through this partnership and we will announce the partners name in due course.
Hamzeh Kourbeh, has been appointed as General Manager of BTAM. He has been working in the field of Information Technology for over 17 years. During this time, he has held a number of leadership positions within the BTAT Group of companies from CMMS Section Head, Principal Technical Advisor, Group IT Manager, through to Technical/ PMO Director.
He brings his depth of experience, technical skills and management capabilities to his current position where he supports the projects and management by demonstrating in-depth analytical and strategic ability to facilitate operational and procedural planning, gaining exposure to enterprise applications implementation and integration, transactional online business.
Hamzeh holds a Bachelor's degree in Mechanical Engineering and a number of highly specialized IT certifications from renowned vendors and institutions.
Hamzeh will look to build on the success of BTAM’s senior management development programme that focusses on succession planning and developing potential within the existing teams.
BTAM has an enthusiasm and drive not often experienced within organisations and this emanates from inspirational leadership. It is evident that managers at BATM support their people to embrace customer service excellence, perform their best and meet their customers’ requirements.”
Hamzeh said: “At BTAM we are blessed with an exceptionally gifted and committed team which we value tremendously and I am delighted to have been given this opportunity to further develop this as the company and our people look towards a hugely exciting future.”
BT- Advanced Operations & Maintenance Co. Ltd.