End to End WH MX

Challenge: How might we map all the end-to-end process AS-IS to look for opportunities and redesign the services involved?

Year: 2020

Client: Solistica (Integral Logistics Solutions 3PL in Latin America, with operations in Mexico, Colombia, Panama, Brazil)

Role: In-house Service Designer at Solistica (Analysis and design of Back-office services)

Teamwork: 3 people planning but a lot of actors involved

Challenge:

Identify and document the flows of internal GBS processes that are part of a WH Mexico project, as well as establish a macro-process identifying how each function interacts with each other.

Process:

The following needs were identified:

Lack of documentation of GBS As-Is processes for WH Mexico projects
There is not enough clarity in the teams about the processes, roles, and responsibilities
Little knowledge of the processes of different GBS functions

Tasks:

We document 17 sub-processes of the GBS functions that are part of the life of a WH Mexico project. The following were identified for each function:

IT: 2 Processes
Supply: 5 Processes
Finance: 7 Processes
Human Resources: 3 Processes

To map these processes we had sessions with each team, where they share with us their step-by-step and we facilitate the mapping in the template, as well as identifying gaps and opportunity areas.

Opportunities:

Establish the bases for a To-Be process where our times and services improve
Work together as a single GBS team
Clearly establish to the organization our way of operating and response times to different requests

Solution:

We deliver an End-to-end mapping of every area involved. As well as a Macro diagram of all the stages of WH Comercial Projects.

We deliver the opportunities to each area so they can execute a plan to improve the process.

I learned that is important to establish a conversation with all the people involved in delivering a service to understand the complete overview and also to propose ideas for improvement.