process management - operational excellence

PEER-TO-PEER ROUNDTABLE:

SENIOR LEADER ENGAGEMENT

@EON, ESSEN

GUNNAR OBST

14-02-2017

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COMPANY

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• over 1600 employees; more than 120 dev teams

• headquarter in Berlin; tech hubs in Dublin, Helsinki, Dortmund and Hamburg

• mobile first – more than 65% of visits

• assortment – inhouse content creation

• logistics – 290 000 m² warehouse floor; 11 logistics partners

• payment processing – 20 payment methods

• ~19 million active customers in 15 countries in Europe

• 200 000 articles of over 1500 brands

• revenue 2015: ~ 3 billion €

WHO WE ARE – ZALANDO

FASHION TECHNOLOGYOPERATIONS

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WE CONNECT TWO PLAYER

FROM RETAIL

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WE CONNECT FASHION AND

PEOPLE

TO PLATFORM

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TEAM

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BUSINESS EXCELLENCE

We enable all Zalando teams to

manage their business

processes, to ensure their

reliable performance and

achieve superior business

results.

PROCESS MONITORING

CONTINUOUS IMPROVEMENT

PROCESS ANALYSIS

PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER

PROCESS ANALYSIS

CONTINUOUS IMPROVEMENT

PROCESS MONITORING

PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER

PROCESS ANALYSIS

CONTINUOUS IMPROVEMENT

PROCESS MONITORING

PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER

PROCESS ANALYSIS

CONTINUOUS IMPROVEMENT

PROCESS MONITORING

PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER

PROCESS ANALYSIS

CONTINUOUS IMPROVEMENT

PROCESS MONITORING

PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER

PROCESS ANALYSIS

CONTINUOUS IMPROVEMENT

PROCESS MONITORING

PROCESS COACHING & CONSULTING

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HISTORY

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PROCESS MANAGEMENT

SET UP CENTRAL PROCESS MANAGEMENT TEAM

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PROCESS MANAGEMENT TEAM

DOCUMENT VALUE CHAIN PROCESSES (PROCESS HOUSE)

INTRODUCE PROCESS MANAGEMENT TOOL (BPMN)

CREATE & IMPLEMENT PROCESS MONITORING APPROACH

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REACH THE ULTIMATE GOAL OF HIGH QUALITY

OPERATIONAL EXCELLENCE (OPEX)

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PILOT OPEX PROJECT WITH LEAN SIX SIGMA

IMPROVEANALYZE

CONTROL MEASURE

DEFINE

KEY RESULTS START TARGET AS-IS GAP

success rate 99.687% 99.978% 99.998% +0.02%

number of process errors 91k 20k 2.43k -17.67k

sum for affected cases 8.3m 1m 0.10m -0.90m

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LOOKING FOR SOLUTION AT SCALE

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OUTLOOK

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CONTACT