Services
Areas where I work with organisations
Five areas, each handled end to end: from analysing the current state, through implementation, to measuring effectiveness and stabilising the result. Below is what the work looks like in each of them.
ERP rollouts
ERP implementation and development
I run ERP rollouts from the business side, not the vendor side. My job is to make sure the system reflects the process that actually runs in the company — not the one written in the procedure or shown in the sales deck.
See the scopeCustomer Quality
Complaint handling and Customer Quality
I put the complaint process in order so that every case has an owner, a deadline and a visible status. For five years I led a team handling more than two thousand complaints a year from customers in a dozen-odd countries — I know where this process jams.
See the scopeRoot cause analysis
RCA, 8D reports and CAPA
I get down to the root cause and close it with an action whose effectiveness can be measured. I do not stop at the symptom, because symptoms always come back — usually at a worse moment and under a different name.
See the scopeQuality system
Quality management system, audits and ISO 9001
I build and reorganise quality systems so that they support the work instead of blocking it, while still holding up to a customer audit. Documentation has to describe the process that actually runs — otherwise you end up with a second set of rules for the auditor.
See the scopeAutomation
Process automation and applied AI
I take work off the team that consists of moving data from one place to another. I start by assessing where automation actually pays for itself, and where it would just be cost wrapped in a fashionable label.
See the scope
Tell me what you are working on
Describe what is happening in the process and what you have already tried. I reply within one business day.