Business Processes, Policy and Operating Procedures definition for largest mixed use development in Bahrain

About the Client

Durrat Resort Management (DRM) is the Kingdom of Bahrain’s largest planned luxury mixed-use residential, commercial and resort development. DRM manages the on-going property and facilities management needs of Durrat Al Bahrain. DRM ensures that Durrat Al Bahrain residents benefit from a full range of integrated services to maintain a clean and safe environment for residents and visitors.

Among the services provided by DRM are the administration of the service charge, deposits, maintenance of the resort wide insurance applications for consent, and the control of the community regulations.

challenge

Necessity for standardized  policies and operational procedures associated with the resort operations and administration functions. The need to provide comprehensive guidance and operating procedures to meet the varying needs of the resort’s residents and visitors, in line with best practices.

Review of business processes and identify improvements to realise operational efficiencies, cost savings and customer care.
Prior to the introduction of standardized operational procedures the guidance was scattered among multiple documents making it challenging for staff to locate the relevant guidelines.

Client
Company Name

Durrat Resort Management (DRM)

Industry

Real Estate

Approach

Sysprove followed a process based approach where the business processes and sub processes were identified and areas for improvement defined. The documentation necessary to support each process were compiled.
A focal point was understanding the core values, objectives and culture of the organisation and aligning the processes to meet these objectives.

The project was conducted in stages:

Stage 1: Discovery

Tasks preformed include understanding the context of the organisation, business processes, reviewing current documentation, stakeholder requirements. Defining the governing policy and other templates.

Stage 2: Analysis & Process improvement

During this stage the processes were reviewed for efficiencies and availability of supporting controls. Suggestions were made on process improvements to eliminate non-value adding activities, and enable the organisation to become more efficient and adhere to controls.

Stage 3: Documentation

Compilation of the relevant policies, procedures, supporting forms, checklists and workflows with continuous reviews and feedback.

Stage 4: Change Management & Implementation

A core feature of the approach followed by Sysprove is the change management support provided to enable the organisation implement and  transition to enhanced processes. Changes to working practices, communication, reporting and use of technology to support operations are some of the areas which enabled the transition. Training and awareness sessions were held to familiarise the staff and other partners of the enhanced processes and good practices.

Stage 5: Finalisation

Review of business processes and finalisation of the  documentation with Durrat Resort Management department heads.

Outcome

During the course of the assignment, a number of processes were reviewed, gaps identified and improved. This included customer facing and back office administration processes.

Compilation of the policy and procedure manuals covering operations and administration departments along with the definition of supporting forms, checklists, templates, and other documents. The documents were customised to fit Durrat Resort business and incorporated best practices.

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