A product sales and performance analytics service. Their analytics engine ‘bolts on’ to large retailer point-of-sale data bases and gives their clients near real time sales performance at an SKU level of detail.
From Service Sold to Customer Reports Approves, Dashboard Completed, and Management Report Feeds Activated.
Each new client requires a custom on-boarding effort that requires thoughtful information systems and database interface design.
Process Capability Goal: By Sept. 30, 20xx, be capable of simultaneously working 5 on-boarding projects to completion in 3-1/2 months or less with no major issues (SOW failures).
The triage team identified and prioritized 14 Small NowSM action items and 4 Big NowSM project-size process improvements. The leadership used these team-driven proposals to refocus IT infrastructure spending, update organizational roles and responsibilities.
What pleased the triage team most:
‘Mapping out the process and where the pain points live. Gave ideas for change.’
‘Organization of tasks; what do fix first’
‘All of it!’
‘Ranking of solutions’
‘Process mapping and Moments of Truth’
This was a very savvy, technically articulate team. Their process was very complex and its success depended upon very detailed information gathering during the sales process – typical of complex, information technology driven on-boarding processes.