An initiative lead by CEO Eng. Omar Ahmed Qatan

Omanoil unites all levels of the organization to enhance excellence in customer service

Muscat, December 2009

A prime model for leading by example in a modern business world, CEO Eng. Omar Ahmed Qatan of Oman Oil Marketing Company (omanoil) is uniting all levels of the organization to enhance excellence in customer experience by taking up various roles from Filler to Station Manager and Retail Business Manager at service stations around Muscat.

“I took up the role of the filler with great enthusiasm. The enriching experience endowed me with a refreshing perspective that is often difficult to obtain in the boardroom,” expressed Eng. Qatan. “The practice provided a first-hand experience and key insights into policies that have proven successful in creating an efficient operational system, allowing me to identify and address various challenges at a grass-root level.”

The CEO started his day as an omanoil Filler reporting to duty at 7 am over two days, serving and interacting with customers at three different service stations in Muscat which included Qurum Height, Boushar and Ghobra. His duties entailed housekeeping, attending to customers and traffic flow at the forecourts, bookkeeping and working with managers to implement effective supervision guidelines. Throughout, he provided staff with advice on means to develop methods of best practices and shared ideas on achieving targets, advancing performance and leadership whilst reiterating the significance of teamwork.

“Maintaining an international standard requires a company of this magnitude to not only maintain the best form of customer care, but also continually self-review and outperform itself. Customer satisfaction is of primary importance to our success which is only achievable through excellence in service, resourcefulness, professionalism and dedication,” he said.

The omanoil Executive Team has embarked on a program for all Company executives to follow the footsteps of the CEO and experience serving their customers in the forecourts.

Committed to serving the growing demands of the nation’s energy requirements in an economically, environmentally and socially responsible manner, more than 60 percent of omanoil’s fuel volume is sold through its network of more than 110 service stations across the Sultanate, offering innovative market-specific retail formats and products to respond effectively to customers’ needs and expectations. Today, omanoil’s service stations are fully-integrated with a number of value added services that complement its diverse retail service offerings. These include Ahlain convenience stores with third party coffee and bakery counters ideal for on-the-go customers, car wash and LubePlus services, bank ATM machines in addition to a selection of Quick Service Restaurants of the world’s most recognized brands.