A large logistics solution firm reinvented its processes to create more effective and efficient environment

Challenges:

• Inconsistency in client experience and operational challenges due to ineffective processes and high dependency on individuals
• Fragmentation in teams with duplication of processes and activities, and low clarity on work-in-progress
• Limited accountability of end-to-end business processes

Our Approach:

• We mapped the current process through interviews, validated through experts and presented to the people involved.
• We identified the gaps and breakdowns, ran a root cause analysis with the use of key performance indicators, performance levers, & comparisons to benchmarks
• Redesigned the processes with a focus on agility, efficiency, and a better customer experience
• Developed a project plan to implement the changes, educate the employees and track implementation

Impact:

• High visibility of ongoing projects resulting in immediate identification & removal of challenges if any
• The transformation has enhanced the customer experience at all touchpoints
• The company has created a culture of continuous improvement