Hajj Conference Discusses Operational Excellence and Its Impact on Pilgrim Experience

 The sixth Hajj Conference and Exhibition, currently being held in Jeddah, addressed ways to enhance the performance of service providers and improve the experience of pilgrims.
 The session highlighted Saudi Arabia’s approach to identifying more than 36 primary touchpoints throughout a pilgrim’s journey, beginning with the discovery, selection, and purchase of service packages and extending to awareness, information provision, inquiry handling, travel arrangements, and arrival in the Kingdom.
 The session also underscored the importance of clearly defining the duties and responsibilities of partners, service providers, and subcontractors. It emphasized the need to establish specific goals and performance indicators, identify their respective data sources, and treat these entities as integral components of the broader operational ecosystem.