Process Improvement for a rapidly growing German Start-Up with Customer Support experience

Project status
Project posted
27th January 2016
Project duration (approx.)
4.0 Weeks
Budget (approx.)
€700 / day
Industry
Financial Services , Information Technology & Services
Area of expertise
Change Management , Operations , Legal / Compliance , Sales / Business Development
Consultant location
Off-site

Background & Objectives

A rapidly growing and well-funded technology/software start-up with global operations out of Germany, has reached a turnaround point that requires significant process improvement.

The underlying initiative is intended to inventorise, analyse and improve their core business processes and their stakeholders such that they can grow faster and/or improve efficiencies.
The project initiative is entirely growth-oriented, efficiencies are meant to help the company grow revenue much faster than cost- it is not a cost cutting program because that doesn't make sense for a 100% growth p.a. company.

Key deliverables

The overall project initiative is based around 5-6 work streams that are each owned by a consultant with the respective experience. The underlying work stream focuses on payments, collections, call center and legal/compliance

Aimed at developing an implementation plan for process improvement, the project phases are as follows:

1. Conduct process inventory
2. Benchmark processes internally and externally
3. Identify process improvements and efficiency gains which allow the organisation to grow faster without scaling the cost proportionally
4. Refine Findings and Delivery to project team

Consultant requirements

- 5 to 8 years customer support experience
- experience in dealing with money and legal requirements in a customer support context
- experience with process improvement
- on-site presence in Germany only required in the first week as part of Phase 1: Conduct Process inventory

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