UAE water pump and recycled paper pioneer M.A.H.Y. Khoory & Co. L.L.C. partners with Gazelles Management Consulting and London-based TOPP Tactical Intelligence to close IT functional gaps between Human Resources Learning & Development Client Service IT and Business Operations

1. Case Study
UAE water pump and recycled
paper pioneer
M.A.H.Y. Khoory & Co. L.L.C.
partners with Gazelles Management
Consulting and London-based TOPP
Tactical Intelligence to close IT
functional gaps between
Human Resources
Learning & Development
Client Service
IT and
Business Operations

2. www.gazellesmc.com
Sweta Pandey
Director HR & Strategy
Gazelles
Santosh Bhosale
Operational Excellence
Gazelles
the consultants
Since April 2018 The MAHY Khoory Group of Dubai has been collaborating with Gazelles Management
Consulting and TOPP Tactical Intelligence of London in the implementation of a unique business
management solution aimed at making innovation and continuous improvement the top priority of
each and every employee.
TOPP Tactical Intelligence, producers of PRESTO Digital Enterprise, a performance governance solution
offering a fresh perspective on operational discipline to many aspects of business management that
are often missed using traditional approaches, accepted the challenge proposed by MAHY Khoory to
incorporate their action plan management logic for operational issues into PRESTO’s idea hypothesis
and cultivation management module.
The collaboration commenced at the recycled paper manufacturing plant (Al Dhafra Paper
manufacturing company) in Abu Dhabi and, after a successful launch in only 60 days, the installation
soon expanded to the Dubai-based sister plant Union Paper Mills. Over the course of the installation,
additional synergies were identified which led to the incorporation of additional PRESTO functions
including skills and talent management as well as KPI performance governance allowing for a wide
series of value-add enhancements to be made to MAHY Khoory’s digital transformation program.
The senior management team enjoyed immediate and simultaneous top-down visibility into both plants
while the team leaders profited from an enhanced sense of ownership among their staff offered in
PRESTO’s easy-to-use role and responsibility RACI matrix.
Senior management said ‘we want our staff members to feel responsible and engaged in the work they
do and appreciated for their contribution. PRESTO gives us a means to manage our team and their
know-how more effectively in moments which require urgency while celebrating success in real time’.
Project team responsible for the multi-site deployment stated ‘With PRESTO we became a more flexible
organisation offering our staff and their leaders a structured means to capture know-how, share best
practices and collaborate to solve daily challenges. Furthermore PRESTO simplified and enriched our
daily KPI management process making a usually complicated process very easy’
TOPP TI Managing Director Andrew Lenti while visiting the MAHY Khoory headquarters in Dubai for
PRESTO’s inauguration highlighted that the initiative was ‘a fantastic journey in learning for him and his
team offering deep visibility into a noble and eco-friendly industry that is in constant growth and
increasing importance with so many recent UAE green regulations in play aimed at improving the
environment and safety of its citizens.’
Since the initial deployment in the two paper mills, the MAHY Khoory Group has continued to train its
staff to use PRESTO across their other business lines some of which include sales and customer service
divisions, human resources, Finance and Accounting and IT.
Andrew Lenti
Managing
Director
TOPP TI
Martin Higgs
CFO, CAO
TOPP TI

3. Welcome to the UAE’s leading name in innovation
and technology, the MAHY Khoory Group. Tracing its
origins back to 1930s when Dubai was a young name
in the international trade business, thanks to its
strategic geographical advantage, Dubai was
steadily growing into an important trade hub moving
resources and people across the world.
Today, M.A.H.Y. KHOORY & CO. is proud to be
among those very few who were a part of Dubai’s
transformation.
M.A.H.Y. KHOORY & CO. setup its first office that
paved way to what was going to be a technological
revolution in the Arabian world. What started off as a
handful of people, today is a huge conglomerate of
8 business lines consisting of over 2000 people, across
the Middle East. Recognised as the leading name in
Water Pumping Solutions, Electrical Solutions
Recycled Paper Manufacturing and management
and Logistics with varied and reputable partnerships
like Grundfos, EATON, Lister Peter, Kirloskar, ALNO,
DOUBLE A, to name a few.www.mahykhoory.com

4. increase sense of
ownership amongst staff
digital challengesOverview
Having digital transformation on the top of its
agenda and looking to create a one-point,
consolidated operational visibility into its 8
business units to enhance employee
awareness, sense of purpose and accelerate
managerial decision making, M.A.H.Y.
Khoory & Co. chose PRESTO Digital Enterprise
to standardise the day-to-day business
language.
Throughout the course of the 3-month
installation period, performance
management at both the process and
personal level was transferred to PRESTO’s
real time evaluation platform allowing
collaboration-based assessments to be
conducted across Business Operations,
Finance, Accounting, IT, Sales, and Human
Resources giving Senior Management a
more efficient way to promote employee
engagement activities while articulating a
sense of purpose through the better defined
roles, responsibilities and the expectations set
and agreed amongst their staff.
share ideas and promote
a best practice culture
reduce issue resolution
turnaround time
capture skill sets and increase
visibility into talent
manage change more
effectively
measure and report
performance
increase sense of purpose and
employee engagement

5. corporate objectives
1. Offer top-down visibility into the organisational
structure of M.A.H.Y. Khoory’s 8 business lines, its
people and their business processes
2. Partner with Human Resources and L&D to provide
increased transparency into the roles and
responsibilities needed at the team level and
communicate expectations more efficiently to the
staff and their leaders
3. Enhance sense of ownership discipline by teaching
the R-A-C-I logic
4. Track individual performance of people in real time
via online process and skill competency assessments
5. Create a non-confrontational continuous
improvement culture where issues, problems, and
their related wastes are visible
6. Inculcate Lean and Kaizen – based thinking at all
levels of the organisation
7. Reduce time dedicated by stakeholders to excessive
documentation, paperwork and communication
8. Use automation to enhance sense of urgency in
change management activities

6. Top-down visibility
drill to any organisational level in just a few clicks
• 10 areas
• 642 employees
• 84 teams
• 161 processes
catalogued
The senior management team at M.A.H.Y. Khoory
found immediate comfort in seeing all their shop
floor issues, KPIs, projects, skill & competency
assessment and opportunities for improvement
neatly organised in front of them and sorted by
category using PRESTO’s helicopter view display
and super zoom function allowing users to navigate
to any organisational level for the information
required to accelerate decision making
MAHY Khoory Group
initial setup
complete in less
than 2 days!
Accounts
Channel
Sales
Electrical
Division HR
IT &
Security
Ops
OPEX
Paper
Mills
Project
Sales
Projects
Abu
Dhabi
Service
Division

7. 7
Role & responsibility definition
expectations and process competencies made readily available
PRESTO’s role and responsibility module became especially useful as
the senior team began seeking more efficient ways to actively
manage expectations amongst their staff by highlighting the roles and
responsibilities assigned. As the installation progressed starting first in
Business Operations and then expanding across Finance, Accounting,
IT and Human Resources, expectations regarding roles and
responsibilities became easier to communicate to the staff
employees & their
job duties captured
642

8. In a short 3 months, the wider group of PRESTO users began
capturing, communicating and analysing at an
accelerated pace the many improvement idea
opportunities available in the workplace allowing Senior
Management increased confidence in tactical prioritisation
0
50
100
150
200
250
300
350
month 1 month 2 month 3
opportunities captured
improvement opportunities identified
tasks agreed
tasks completed
Improvement Opportunities
Promoting Continuous Improvement and
innovation based on idea management
CI Improvement
IDEAS
identified158

9. Sense of urgency & sense of ownership with the R-A-C-I
setting expectations and managing change, the PRESTO way
Interactive change
management
Using PRESTO’s Change
Management module,
the RACI logic was
included into our
training program
teaching all staff
members the
importance of strategic
collaboration and
managing expectations
and escalating project
risks in a timely manner
Tasks
Created Closed
921
582
1° 90 days of
PRESTO

10. Disrupting the shop floor with
PRESTO’s social media newsfeed
Offering a direct link to the issue storyboard kanban and
task list, managers and problem solvers at all levels found
the issue management newsfeed a quick and easy way
to take a few minutes to scroll through activities
underway, review outstanding task lists, share
suggestions and best practices via commenting, and
stay up-to-date with all issue-related activity
Transparency-based
interaction and best
practice sharing
logins
per day100

11. 11
Building something new
together with the MAHY
Khoory management team,
we designed and built the
PRESTO multi-view project
management kanban
allowing users to toggle from
the traditional project view to
our multi-phase storyboard
listing all open issues by status
and owner.
Super filter capabilities were
also designed allowing users to
locate issues and tasks by
owners, level of involvement
(RACI), period of activity,
status, favourites, benefit types
and much more
10

12. Agreeing to perform
In a few short weeks, the entire set
of UPM productivity KPIs were
entered into PRESTO giving senior
management daily top-down
visibility into shop floor performance
via the PRESTO dashboard and its
supporting report sets
Real time performance reporting at 360°

13. Understanding ‘the why’ via root cause analysis
Managing issues and underperformance with the Pareto Chart
With access to
underperforming KPIs at
their fingertips, the
management team began
to use PRESTO’s Pareto
Chart to drive hypothesis
collection sessions
accelerating decision
making regarding
corrective actions and
process improvement
opportunities

14. Increased confidence via enhanced analytics
Using linear regression to accelerate decision making
By calculating the slope
of the linear trend, KPIs
are divided into 2
categories; uptrends and
downtrends allowing for
UPM team leaders to
prioritise their attention
and monitor more
consistently performance
indicators which indicate
future poor performancepositive trend

15. The digital skills matrix
Laying the foundation for real-time talent management
120
PRESTO active
users created
(in less than 90 days)
Of the many ‘Lean widgets’
available in PRESTO, the skills
matrix was widely appreciated
across multiple business lines as
a means to identify skill and
process competencies at the
personal level
80
skills matrix
assessments
completed

16. Enhanced training & 360°
visibility into the portfolio of skills
(accelerated knowledge gap reduction)
PRESTO, originating in the
banking sector as a skills
management tool
allowing HR and Learning
& Development to partner
at a company level with
business operations, offers
deep visibility into the
knowledge gaps which
impede your business from
reaching its next
performance milestone.
As the Project Team
started using its skills
module immediately by
tracking which employees
had completed the
PRESTO training course
and for which modules, it
became increasingly
evident where additional
efforts needed to be
dedicated to ensure a
successful training
completion.
120
PRESTO users trained
(in less than 90 days)

17. Great work Project Team!... in only 90 days
0 20 40 60 80 100 120 140
Hoshin Kanri
KPIs
Skills
Ideation
Change Management
Issue Management
PRESTO Product Champions trained
Key information
entered into PRESTO
tasks
curious users began
finding synergies in other
PRESTO functions
120
921
582
opened
closed
• 10 business areas
• 642 employees
• 84 teams
• 161 processes
catalogued
100 logins
per day
25 hours p/ wk $aved
on administrative activities (data
retrieval, report compilation, etc.)
90 KPIs
tracked
80 skills matrix
assessments
158
20 reports
actively used
Improvement
ideas identified

18. Intangible results
• Faster decision making
• greater visibility/transparency
• increased employee engagement
• increased data security and
reliability
• less knowledge gaps / increased
resiliency
• increased awareness into process
competency & skills
• increased measurability
• increased sense of urgency
• increased sense of accountability
In addition to numerical
results, PRESTO offered a
company-wide sense of
urgency, sense of ownership,
and sense of purpose
discipline amongst staff
equipping each with a wide
set of problem-solving tools
while embedding the
fundamentals of Lean in daily
operations
‘With PRESTO we became a more flexible organisation
offering our staff and their leaders a structured means to
capture know-how, share best practices and collaborate to
solve daily challenges’
-Faiyaz Ahmad, Head of IT

19. 1-2-3 START!
0
20
40
60
80
100
120
140
160
180
week 1 week 2 week 3 week 4 week 5 week 6 week 7 week 8 week 9 week 10 week 11 week 12 week 13
Ideas for
Improvement
identified
logins per
day
PRESTO
users created
issues
closed
100
158
120
74
With the help of a small core project team consisting of 2 internal employees supported
remotely by TOPP TI PRESTO champions, PRESTO was installed across M.A.H.Y. Khoory Group in
less than 3 months allowing for immediate results to be achieved

20. TOPP Tactical Intelligence, Ltd.
27 Old Gloucester Street, London
WC1N 3AX
+39 351 221 4087
www.toppti.com
info@toppti.com
About PRESTO
PRESTO's original prototype was first launched as a stand-alone tool
by a group of Italian business professionals in collaboration with a
local university within a multinational financial organisation who had
acquired the complete back-office depository bank servicing arm of
an Italian industry leader. The opportunity to build PRESTO presented
itself during the restructuring phase of the two organisations when the
vast differences between their managerial cultures, operational
know-how, language barriers and their business operating models
indicated a strong need to implement Lean methodologies into the
DNA of the new organisation.
While using PRESTO, the integration team together with Human
Resources, Risk and IT were able to successfully map customer and
client journeys, catalogue, measure and benchmark business
processes, standardise best practices and its terminology, become
more transparent and communicate change more effectively to
their supporting global shared service centres of excellence.
Since its launch, PRESTO has been further developed to include
additional idea cultivation features offered at a corporate-wide level
and has become a true instrument of organic innovation