PROJECTS
Front end projects
Analysis, design and implement front end strategies to optimise cost to serve, increase customer delivery value and target customer complaints .
Working with business to identify and measure the voice of internal customers. Help identify the impact of each improvement oppotunity to the value delivery to external customers.
- Analysis of the existing network of branches, rationalize and optimize the customer delivery.
- Consolidate branch operations to central team. Set up service flows including automation of processes. Right size branch operations.
- Analysis the structures and improve effectiveness of Direct sales force teams.
- Help redesign Sales teritorries for an FMCG, improve sales call rate and optimize routes to reduce cost to serve.
Back office projects
Process mapping and identification of critical touch points. Risk assessment of process failure and designing safe guards to mitigate operational risk. Clear and tangible cost reduction.
Mapping end 2 end processes and working with process owners to identify quick wins, medium and long-term improvement objectives. Getting on the floor subject matter experts involved and coach them to own process improvement cycles.
- Mapping majority of the banking back office operations and implementing Lean Six Sigma projects with aim to improve turn around times, reduce cost of unit production and errors.
- Organizational design, team optimization and implementation of process outsourcing.
- Implementation of process automation including e-forms, risk deaccessioning engines, 3rd party input integration and process re-engineering of back office flows to adapt to web and mobile applications.
- Development with external vendors and implementation of online auctioning with changes to inventory management and writing of new SOPs
Governance and Dashboards
Establishing governance boards, KPI dashboards and recurring project checks to measure sustainability of improvements. Coaching people at all levels of the organization on long term culture change to promote continuous improvements.
Developing performance measures and embedding these in the teams to self-govern and improve upon. Driving a cultural shift right from the conception to implementation of the projects to promote a change in mindset for a sustained impact. Make internal champions for continuous improvementt
- Identify process stakeholders, develop and kickoff governance teams with negotiated KPI reporting on financial, people and customer goals delivered through a balanced scorecard.
- Coaching seniors, team leaders and floor workers on continuous improvement and induce mindset change.
- Leave structures to measure sustainability and tangible impact.
- Develop reporting dashboards using BI solutions that are targeted to encourage Hoshin Kanri for strategic goals.
- Embed risk awareness and security control points and other fail safe systems to mitigate operational risk fraud and security fails.
- Write or revise SOPs, control processes and business continuity manuals.
PROFILE
Consultancy firm focused on cost side strategies for the financial sector with keen focus on risk and internal controls
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