Work we can talk about.

Policies, HR procedures and customer-service scripts were spread across nine departments in a mix of Arabic and English, much of it in scanned PDFs. Staff either asked a colleague or guessed, and the contact centre answered the same policy questions repeatedly.

Operations in Riyadh, Jeddah and the Eastern Province each reported on their own spreadsheets with different definitions of the same metrics. Consolidating a monthly board pack took most of a week, and the numbers were still argued over.

Client and supplier requests arrived by WhatsApp, email and paper form. Nothing had a reference number, status was known only by whoever handled it, and requests were periodically lost entirely when a staff member was on leave.