Scaling and streamlining processes to reduce errors @ an automotive company

Situation

• The company sold tech-enabled devices to trucking companies

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• Customers were complaining about increased shipping delays and wrong orders

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• Customers were threatening to churn because of these delays/wrong orders as the devices  were commodities with little differentiation among vendors

Task

• Determine why there were delivery issues, solve the problem and prevent the problem from happening in the future

Action

• Worked cross-functionally to map the full end-to-end device provisioning process and identified pain points and metrics within the process

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• Presented the map and pain points to a large set of stakeholders to give them an "aha" moment

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• Led a ground-level "SWAT team" ro simplify the process, eliminate pain points and automate certain processes 

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• Achieved buy-in from executive staff and ensured that the problem was "solved" and scalable

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• Rolled out a training program to teach people how to use the process

Result

• Delays / wrong orders were  almost completely eliminated by the process​

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• People used the new process because they were hands-on in redesigning the process​