Competence Overview

Care Automation is consulted by small, medium organisations and multinationals to temporary support project on the edge of business and/or IT demands at strategical, tactical and operational levels.

During the last years we are focussing on strategy design concerning international data centers, merges, alignment and optimisation of business processes as service management/service desks, ERP and CRM.

End to end responsibilities: audit, process improvement, initiation, execution and hand-over:
- business process management
- business cases, HR & company restructuring, different sourcing models
- implementation of end to end solutions, service transition, change management
- optimisation of workplace solutions
- IT infrastructure related projects

2010 - IT Audit / Optimisation

• Audit, FMEA & BPM of service management processes / service desk, workplace solutions and its sourcing model.
• Set-up communication plan to address short & long term improvements to increase customer & employee satisfaction and cost reduction (levels: operational, tactical, strategical).
• Transition towards a sustainable environment “the green concept” to become lean; first time right

2009.08 - Advisor - Business Transition Manager ERP / CRM

• Value stream mapping of the business process (activity based cost)
• Determine the current & future state (organisation, processes, services, production)
• Derive the benefit, appy lean management for cost analysis
• Derive functional & technical requirements, determination of use cases
• Collect the service delivery, quality levels, risk mitigation plan
• Consolidate the RFP (business case consolidation), BID management
• Map the business requirements onto an IT solution
• Risk management (identification, analysis, framework definition for mitigation, planning, communication)
• Change management to introduce the solution (activities, tasks, processes)
• Search & selection of the ERP / CRM solution (software / infrastructure, maintenance, license), coordinate the RFP, contract mgnt

BENEFIT:

• Put in place lean manufacturing methods to reduce cost of production
• Uniformed the processes towards an ERP lifecycle

2008.10 – 2009.07 / Business transformation manager - ITIL / Set-up of Service Delivery Management

1) Phase audit
• Assessment of service management policies for card processing
• Fit / Gap analysis for 3 service desks in 3 countries (Belgium, Germany, France)
(processes, procedures, tasks, activities, organisation, data, applications, tooling, SLA/SLM/KPI)
• Determine the roadmap for implementation of a uniform approach of ITIL service management from a governance approach
• Negotiation with all localised stakeholders for 1 common approach: Global Operational Model

2)Phase implementation
• Governance approach (international alginment at 3 service desks) of
- processes
- tooling
- organisational layer (restructuring)

3) Phase transition
• Transition of service management processes
• Transition toward virtualisation of service desks

BENEFTIS:
• Cost reduction of the operational model amongst 3 countries.
• Installation of a virtual service desk

Phases: end to end

2008.06 – 2008.10 / Merge of CRM solutions Program & project mngt

• Project management of a corporate IT/IS migration of CRM layers of ABN Amro & Fortis
• Implement the program “Common Sales & Transaction Portal (CRM / Siebel layer) for Commercial and Merchant Banking”
accessible through a Single point of Access to improve sales & services at all affiliates and enable cross-selling
• Transform and merge the CRM solutions to reduce the financial exploitation
• Key stakeholder & scope management of both companies.
• Risk management (primary & secundary business process identification, detailed analysis, framework definition for mitigation, planning, communication)
• Financial reporting

2008.01 – 2008.06 / CRM transformation – merge of sub companies

• Strategy design to outsource the SW/HW platform, BPM, business case & ROI calculation, RFP coarse
• Redesign the workflow of an IVR Avaya call center
• Merge the CRM & IVR service desk architecture of 2 companies with a separated B2B & B2C channel to 1 common backbone
• Transform the ICT department into an outsourced model to reduce the daily operational cost

Phases: Preparation till Production cut-over

2007.10 – 2007.12 / Set-up document output – print management

• Definition and roadmap preparation to implement document output management (create, generate, distribute) with ISIS Papyrus
• Collect all requirements to generate output (business & IT departments)
• GAP-analysis (workload to modify & streamline output streams)
• Budgetting & staffing

Phase: business requirements, preparation