Process Assessment and Optimization
Integrate Business Operations from an Acquisition through SAP
Business Driver: In 2006, Day & Zimmermann acquired Atlantic, Inc., a privately-owned fossil and nuclear power plant maintenance company. As part of the acquisition, Executive Management wanted all business operations of the newly acquired company to operate through and report from the corporate SAP
R/3 ERP system. Integration of the new business happened in 2 phases based on union and non-union operating models.
Action: Facilitated process definition workshops with key personnel from Atlantic and Day & Zimmermann. Led and conducted future state design sessions. Compiled and distributed technology requirements.
Result: Implemented SAP ERP R/3 and migrated all business critical data in 4 months for the non-union division. Implemented SAP ERP R/3 and migrated all business critical data in 8 months for the union division. Implemented improved project control functionality and reporting that resulted in improved customer service and satisfaction.
Optimize Project Performance and Reporting
Business Driver: Information technology projects were not consistently managed therefore the Global Project Management Office (gPMO) for Campbell Soup Company’s Information Technology Group could not consistently monitor and report on all of the various global IT projects.
Action: Working as a Senior Consultant with a core team of 7 specialists (5 based in Australia and 2 based in NJ), presided over the redesign and consolidation of their project management processes and procedures. Crafted the preliminary training and communication plans associated with the implementation of the revised methodology.
Result: Improved project delivery through consolidated and updated procedures. Aligned and monitored management and customer expectations by producing consistent and comprehensive reporting.
Conduct Operational Assessment to Identify Areas for Improvement
Business Driver: The City of Philadelphia – Department of Human Services requested an operational assessment of the Child Abuse Hotline in conjunction with the proposed upgrade to their Automated Call Distribution (ACD) System and call routing.
Action: Working as a Senior Consultant, analyzed the business operations of the Child Abuse Hotline – consisting of 60 associates and concentrating on the use of technologies and automated tools. Proposed realignment of sub-units and associated functions to improve data analysis and case tracking.
Recommended instituting management reporting and establish a formal reference guide. Working with Verizon, Nortel, and Symposium on technical design components, created and proposed the preliminary technical design for the new Automated Call Distribution System.
Result: Presented a comprehensive assessment report to Department of Human Services Senior Management with recommendations for restructuring the teams and realigning work functions to improve data analysis and management reporting.
Streamline and Realign Service Request and Delivery Processes
Business Driver: The CTO Group provides IT services and support to all Campbell Soup Company divisions. There was not an integrated approach to providing or coordinating services or support as a result internal customer complaints were escalating.
Action: Working as a Senior Consultant, facilitated process definition workshops with a core team of 20 associates based in NJ. Evaluated 50 business and technical processes and performed gap analysis to identify redundant effort. Advocated streamlining work management processes by consolidating into
one cross-functional framework. Realigned the service request processes and implemented the Engagement Management Office.
Created customer- and CTO-centric marketing, training and communications plans for the roll-out of the new consolidated,
transformed service processes.
Result: Streamlined the work management process and realigned the service request processes providing a central point of contact. Improved service delivery, eliminated redundant work efforts, and enhanced communications between group and the customer.