Lead Consultant
Beyond Rationale
Total des années d'expérience :20 years, 9 Mois
Provide consulting services to different organizations.
Area of expertise
1. Customer experience
2. Process
3. Projects
• Business Process Management:
- Ensure and maintain core process architecture in commercial division.
- Be the owner of commercial process management and ensure process performances are delivered.
- Collaborate with internal and external stakeholders to ensure smooth operation of process chain
- Manage stakeholder expectations in terms of process performance
• Quality Assurance:
- Ensure commercial operational process deliver the required result towards the value chain
- Ensure commercial process audits are performed and reported
- Collaborate with internal audit and commercial departments to ensure compliance and performance of commercial processes
• Process improvement projects:
- Plan, develop and initiate a successful Lean Six Sigma Program for commercial division contributing to major commercial goals & Key Strategic initiatives.
- Groom team to lead Successful lean SIX sigma black belt/ CI projects delivering the expected outcomes on operational excellence and cost efficiency.
- Develop and spread Six Sigma/ PI Competence in all functional areas in order to implant process excellence mindset across the division.
• Innovation
- Create and manage commercial innovation framework
- Lead the culture drive to ensure innovation mindset across the division
- Create a 360 degree innovation environment involving all stakeholders
- Coordinate with Telenor innovation team to ensure a common innovation platform and thoughts are maintained in GP
• Lead BPM team and collaborate with cross functional environment to ensure business performance
• Groom and mentor the team to ensure competencies are developed an retained.
• Ensure timely reporting for the management
1. Business Process Management
a. Give expert direction to the Six sigma initiative of Grameenphone.
b. Ensure six sigma level performance of Key business processes
c. At present maintaining and providing expert support to 20+ six sigma projects
d. Poised to train around 400+ GP employees in six sigma methodology by Dec’11.
2. Change management & Continuous Improvement
a. Ensure organizational readiness to the changed management system
b. Continue to implement six sigma and professional project management as core philosophy of the organization.
c. Build six sigma capability of Grameenphone thorugh conducting Six Sigma training, grooming six sigma potentials and mentoring six sigma projects in the organization
d. Continue planning and running cost efficiency initiatives and projects.
e. Benchmark Grameenphone Ltd. against global companies and set & achieve new standards.
Major Achievements:
1. Six sigma program management: mentored and drove 12 six sigma projects in the commercial division with an estimated monetary impact of BDT 380 million. Developed 15 new Six Sigma Green Belts.
2. Establishment of process dashboard: Is the creator and manager of process dashboard which measures and monitors all the core processes of commercial division. This includes an monthly meeting with the management regarding process performance which ensures management focus on process.
3. Establish BPI level for process: implemented the BPI level process targets for commercial division.
4. RNPS (Retailer Net Promoter Score): Developed RNPS model based on the popular customer NPS model to measure Retailers’ motivation in selling Grameenphone products. The adaptation was extremely successful and no being rolled out in different Telenor companies in Asia.
A) Responsibilities:
1. Maintain and continuously develop a standardized project management methodology, process, and tools for efficient and effective delivery of projects. Establish PM culture.
2. Provide support functions to project managers (e.g. coaching, mentoring, project planning, training)
3. Roll out Continuous Improvement process in the company
4. Initiate and develop Best Business Practices such as Six Sigma, Quality improvement, Benchmarking etc.
5. Screen all ideas and select those meeting the laid down criteria for further evaluation.
6. Analyze projects and link it to bottom-line benefit.
7. Maintain liaise with different departments/units to ensure preparation of project charter and feasibility report for each selected project.
8. Organize approval process with Group Parent Company/BOD for all selected projects
9. Maintain Project portfolio (active/accepted/rejected/etc)
10. Present monthly report to SBU management on the status of the project portfolio
B) Major projects (Rahimafrooz Batteries Limited)
1. Roll out SITG: Roll out SITG (Stake In The Ground) concept in the company.
2. Roll out Project Management Concept: Developed Project Management Guideline, templates and reporting format.
3. Battery Quality Improvement Project: Working as a coordinator of Battery Quality Improvement project which is initiated to improve current battery quality as well as sustain competitive cost advantage.
.
A) Major Responsibilities:
1. Use six sigma knowledge to develop organizational capability by improving productivity & reducing cost of operation.
2. Responsible for improving process and performance in Brands, Market communication, Sales & Commercial Development.
3. Lead a team to define (document), measure and control all core processes of Commercial Division.
4. Run specially assigned internal and external projects of commercial division.
5. Train employees regarding process improvement, i.e. Six Sigma, TQM, Process Documentation, Analytical decision making etc.
6. Identify potential current and future problem/crisis areas and recommend ways to mitigate risks.
7. Recommend areas and prepare detailed plan for cost and operational efficiencies.
8. Lead project teams as per organizational requirement.
9. Work as process expert in any ongoing projects.
B) Major projects (Grameenphone Ltd)
1. New product Development Process: Led the project team to develop new product development process involving all concerned end of Grameenphone to reduce redundancy as well as reduce cycle time in product development.
2. Customer Retention Project: Assisted in Subscriber Registration project to ensure registration of 8 million subscribers as per Governement Guideline. T
3. SOA compliance of commercial Division: Worked as the agent to ensure SOA (Sarbanes-Oxley Act) compliance of Commercial Division.
4. Operational Standard Library: Assisted a project team as an expert to develop Standard operating procedure of all Grameen Phone Centers.
5. Black Berry Product Development: Assisted the project team in developing Black Berry End to End sales & service process (from registration to termination).
6. Business SMS Product Development: Developed processes for Business SMS products (subscriber registration to termination).
7. Credit Management Automation: At present, working on a project to fully automate the Customer Credit Management Process.
Officer, Customer Communication, Customer Management Division (CMD), Grameen Phone Ltd.
CGPA: 2.87 Minor: MIS
First Division. 73.5% marks.