process management - operational excellence
TRANSCRIPT
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