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Monika SIeniawska, Partner w 4Results
Process and project management in servicesWe promote a process-based approach to provide clients with the ability to manage Customer Experience and the Customer Journey, which are built during every contact with the company and the brand – from the creation of a need right up to customer service after the purchase.Your competitive advantage may be due to a focus on the quality of processes, so as to orientate them towards customer expectations, teamwork and improvement of the organisation's indicatorsDuring projects, we select tools that combine various management methods and concepts: Lean Management, creative methods, and agile project work methods.We carry out a process transformation in communication, technology, administration, human resources and finance. We develop employee competences and implement a new work culture. -
Monika SIeniawska, Partner w 4Results ZARZĄDZANIE PROCESAMI
I PROJEKTAMI W USŁUGACHPropagujemy podejście procesowe dla zapewnienia Klientom możliwości zarządzania doświadczeniami klientów (Customer Experience i Customer Journey), które budują się przy każdym kontakcie z firmą i marką – od powstania potrzeby po obsługę po zakupie.Twoja przewaga konkurencyjna może wynikać z koncentracji na jakości procesów, tak by zorientować je na oczekiwania klientów, pracę zespołową i poprawę wskaźników organizacji.W projektach dobieramy narzędzia łącząc różne metody i koncepcje zarządzania: Lean Management, metody kreatywne, zwinne metody pracy projektowej.Przeprowadzamy transformację procesową w obszarach komunikacji, technologii, administracji, zasobów ludzkich i finansów. Rozwijamy kompetencje pracowników i wdrażamy nową kulturę pracy.
Optimisation and management of business processes
To whom do we recommend projects using the process-based approach?
Organisations providing services with a business model based on processes that involve people to a large extent – employees, business partners and clients.
Companies in which employees perform a lot of repetitive actions and the methods they use have a direct impact on operating costs.
Enterprises that place particular emphasis on building customer relationships, i.e. by providing the highest quality customer service at every stage of cooperation.
You need business process management if you want to:
Reduce process handling time
… if process execution time is a key element of competitive advantage, and will result in cost reduction for you.
Increase employee productivity in the office
… if you have ever increasing operations that must be handled with the same resources, and overloaded people aren’t managing to fit everything in.
Influence customer satisfaction
… if better control over the service delivery process affects opinions about your company and customer satisfaction.
Reduce operating costs
… if low efficiency reduces your profitability.
WHAT WE DO:
Process management:
We model processes to reduce their costs.
Optimisation/management of business processes.
We build process structure as a model of the organisation's operations.
We develop employees' competences at every stage of the process management cycle:
From defining requirements to analyses, recommendations, implementation, establishing monitoring tools and continuous improvement.
We increase process awareness in employees throughout the entire organisation.
We educate process owners and process teams.
We solve problems at the intersection of functions:
We use Lean Management, Six Sigma and Design Thinking tools to optimise service processes and sales.
We diagnose your level of process maturity.
We diagnose your level of Lean culture maturity.
We choose the best available project approach, which can vary from traditional methods to agile ones.
We develop employees' competences for selected project methods.
We build a value system that's required in project work.
We engage employees in working in the project method, and extend awareness throughout the organisation.
We increase employees' project efficiency
through workshops, mentoring, coaching, training in practices, roles and tools, diagnosing sources of conflicts of interest, and solving ongoing problems.
WHAT WE DO:
Project management:
Our clients benefit from process optimisation:
What clients say about cooperation with 4Results:
The project conducted together with 4Results was a response to the new CEX strategy. It covered support for managers in carrying out the CEX Customer Service transformation project, developing process awareness and a systemic approach to process management in CEX employees, and supporting the organisation in process transformation.
4Results has strong business experience, combines both hard and soft approaches, and focuses on achieving results and developing the organisational culture. I recommend 4Results as a good partner in organisational development and change.
4Results has strong business experience, combines both hard and soft approaches, and focuses on achieving results and developing the organisational culture. I recommend 4Results as a good partner in organisational development and change.
Jakub Kłoczewiak
Director CEX w Allegro