Multi-Tech Care: Master Operational Plan
Standard Operating Procedures & Strategic Business Unit (SBU) Execution Framework
Derived from Business Plan and Strategic Operations Minutes (January 29, 2026)
1. Operational Intent & Executive Summary
The purpose of this Master Operational Plan is to translate the high-level business strategy of Multi-Tech Care into executable, standardized operational workflows. Designed to ensure workforce stability, service quality, and continuous revenue generation, this operational framework governs the day-to-day execution across all four core business channels and establishes strict recruitment timelines, governance protocols, and compliance benchmarks.
2. Key Operational Leadership & Governance
| Leadership Member | Primary Operational Focus | Key Operational Responsibilities |
| Mr. Raed | Global Sourcing & Channel I Leadership | Oversees international recruitment pipelines, manages overseas agency relationships, directs sponsorship management, and drives long-term client contract acquisitions. |
| Ms. Nour | Operational Compliance & SBU Tracking | Manages recruitment lifecycle tracking, maintains meeting minutes, enforces 17-working-day SLA adherence, and oversees compliance documentation. |
| Strategic Planning & Support Operations | Supports cross-functional coordination across medical staffing, safety compliance initiatives, and digital commerce logistics. |
3. Detailed Execution Plans by Business Channel
Channel I: International & Long-Term Contracts Operational Protocol
- Target Scope: Sourcing qualified Caregivers (CGs) via overseas recruitment agencies and managing internal sponsorship transfers.
- Contract Management: Strict enforcement of long-term contract structures only (minimum 1-year commitments) with client entities and private households to ensure financial stability.
- Iqama Transfer Workflow: Immediate initiation of legal transfers for candidates sourced locally, paired with sponsorship processing for overseas recruits.
- Quality Control: Comprehensive background verification, medical check-ups, and competency evaluations prior to placement.
Channel II: Medical & Industrial Staffing Operational Protocol
- Industrial Nursing Deployment: Sourcing, screening, and deploying licensed Company. Nurses to industrial complexes, construction sites, and manufacturing plants
- Facility Setup Consultancy: Assisting industrial and corporate clients in designing, equipping, and licensing on-site medical clinics and first-aid stations.
- Roster & Shift Management: Managing 12-hour shift cycles and emergency coverage plans to ensure continuous medical presence at client facilities.
Channel III: Safety Compliance Operational Protocol
- OSHA & Safety Standards: Delivering health and safety audit services aligned with Occupational Safety and Health Administration (OSHA) regulations.
- Workplace Safety Audits: Conducting risk assessments, hazard evaluations, and safety protocol implementations for corporate and industrial partners.
- Training & Certification: Providing mandatory workplace safety and basic life support training programs for industrial personnel.
Channel IV: Digital Commerce Operational Protocol
- Platform Operations: Managing an e-commerce platform dedicated to homecare essentials, medical consumables, and specialized home medical equipment.
- Supply Chain & Inventory: Sourcing certified medical consumables, maintaining inventory, and establishing reliable last-mile fulfillment workflows.
- Integration: Utilizing e-commerce sales to generate cross-referrals for Multi-Tech Care Homecare’s long-term caregiving and home nursing services.
4. Standard Operating Procedure: 17-Working-Day Recruitment Lifecycle
To maintain consistency and operational speed across all deployment channels, Multi-Tech Care operates under a strict 17-working-day SBU recruitment SLA.
| Stage | Phase Title | Duration | Detailed Operational Tasks & Output |
| I | Outsourcing | 5 Days | Leverage overseas partner agencies and local channels to acquire candidate pools matching client specifications. |
| II | Filtration of Required CVs | 3 Days | Internal vetting, license checking, skill verification, and shortlisting of qualified CVs. |
| III | Client Review | 2 Days | Submission of shortlisted profiles to the client for viewing and feedback. |
| IV | Interview Scheduling | 3 Days | Coordinating schedules, technical setups, and conducting virtual or in-person interviews between clients and candidates. |
| V | Client Selection | 2 Days | Final candidate selection confirmative feedback received from the client. |
| VI | Job Offer Issuance | 2 Days | Formal job offer generation, signature collection, contract binding, and Iqama/visa initiation. |
| VII | Deployment | Target Final Day | Physical arrival, site orientation, document sign-off, and active placement at client site. |
5. Key Performance Indicators (KPIs) & Monitoring Framework
- SLA Adherence: 100% compliance with the 17-working-day recruitment lifecycle target.
- Contract Compliance: 100% long-term contract structure enforcement for Channel I and Channel II placements.
- Placement Retention: Maintaining over 95% caregiver and nursing staff retention over the first 6 months of contract deployment.
- E-commerce Conversion: Achieving consistent monthly online order growth for medical essentials on Channel IV.
6. Operational Risk Management & Mitigation
| Identified Operational Risk | Impact Level | Mitigation Strategy |
| International visa or recruitment delays. | High | Maintain an active local talent pool for immediate Iqama transfers while overseas pipelines are processed. |
| Client pushback on long-term contract mandate. | Medium | Provide bundled value propositions, including facility setup support or safety compliance credits. |
| Candidate drop-out during 17-day pipeline. | Medium | Maintain a 1:3 shortlist ratio during Stage II filtration to allow immediate backup replacement. |