Strengthening Facility Management Performance in Mining Environments

A facility management company providing services to mining sites, processing plants, and associated infrastructure across Saudi Arabia sought support to strengthen its operational model and improve service delivery quality. The client managed accommodation camps, maintenance services, utilities operations, site support, and waste management for mining operators. As customer expectations rose and competition intensified, the facility management provider required a more structured operating model, stronger KPIs, and enhanced capability to handle the complexities of mining environments.

We developed a comprehensive operational excellence and service transformation program tailored to facility management in mining environments. This included designing standardized operating procedures, implementing proactive maintenance frameworks, and establishing performance dashboards for service-level compliance. We introduced workload-forecasting tools to optimize staffing and resource allocation across diverse sites. Waste management processes were redesigned to meet environmental compliance standards and enhance sustainability. A training and certification program was developed to upskill frontline teams and improve service consistency.

• Conducted operational assessments across multiple mining sites to map service workflows, identify process inefficiencies, and quantify performance variability.
• Developed standardized SOPs for accommodation management, utilities operations, maintenance, safety, and waste handling tailored to mining operating conditions.
• Designed a predictive maintenance model incorporating asset health monitoring, scheduled inspections, and digital work-order management systems.
• Created SLA dashboards tracking performance indicators such as response times, maintenance compliance, customer satisfaction, and cost efficiency.
• Built capability-building programs covering safety, technical skills, customer service, and environmental compliance for frontline and supervisory staff.

• Adopt predictive maintenance as a core operational principle to minimize service disruptions and extend asset lifespan at mining sites.
• Implement structured SLA governance with mining operators, supported by transparent reporting and regular service review sessions.
• Standardize waste management processes and adopt environmentally compliant disposal and recycling practices to reduce regulatory risk.
• Use workload forecasting and demand analytics to optimize staffing levels and improve cost-efficiency across remote sites.
• Strengthen training, certification, and incentive systems to ensure sustained service quality and frontline performance consistency.

Service disruptions were reduced by 33% following the shift to predictive maintenance and standardized procedures. SLA compliance improved by 27%, enhancing customer satisfaction and strengthening contract renewal prospects. Waste management improvements reduced compliance incidents by 31%, protecting the client from potential penalties and improving sustainability performance. Cost efficiency increased by 14% due to optimized workforce allocation and improved asset utilization, generating annual savings of approximately SAR 6.1 million.