Process Analysis
The Brief
Capture the retail sales, aftersales and parts process from multiple retailers in the US, various EU markets and the UK, highlighting the critical OEM-generated issues; build a generic US, EU and UK retail process model and identify the key differences and a consolidated and categorised view on the OEM issues.
Approach
A number of representative retailers were identified in each market, for each of these retailers a detail process map was captured through one-to-one interviews, day in the life of studies and workshops. These were analysed and then consolidated into a market view. The issues and opportunities were reviewed, deduplicated, assessed for impact/ease of resolution and categorised into types. A market by market 'generic' process view was created and then an overview process with key market variances being marked up.
Tools
Process analysis
Mapping techniques
Vision/Lucid charts
Data management
Workshop and facilitation
Action planning
Outcome
A generic process view marked up with market variances was produced informat. This was accompanied by tables showing the number of issues by category and severity. Th a large poster ese assets were supported by detailed retailer and market processes and an issues/opportunities database. The work was accompanied by a set of clear conclusions, recommendations, and a proposed action plan. Great practice ideas were also captured and shared. The output of the work was presented to the global leadership team.
Client
Luxury Brand
When
2017-2019
The Team who made it happen ...
Simon Knocker
