Zalando is an online fashion retailer based in Berlin with over 1600 employees across multiple tech hubs. It has over 65% mobile visits and sells over 200,000 articles from more than 1500 brands to around 19 million active customers across 15 European countries. The company generated around 3 billion euros in revenue in 2015. The document discusses Zalando's business excellence team, which helps all teams manage business processes to ensure reliable performance. It provides services like process analysis, monitoring, improvement and coaching. The team standardized processes, introduced process management tools, and helped achieve a goal of high quality operational excellence through a lean six sigma pilot project, improving key metrics like success rates and reducing errors.

1. PEER-TO-PEER
ROUNDTABLE:
SENIOR LEADER
ENGAGEMENT
@EON, ESSEN
GUNNAR OBST
14-02-2017

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COMPANY

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• over 1600 employees; more
than 120 dev teams
• headquarter in Berlin; tech
hubs in Dublin, Helsinki,
Dortmund and Hamburg
• mobile first – more than 65%
of visits
• assortment – inhouse
content creation
• logistics – 290 000 m²
warehouse floor; 11 logistics
partners
• payment processing – 20
payment methods
• ~19 million active customers
in 15 countries in Europe
• 200 000 articles of
over 1500 brands
• revenue 2015: ~ 3 billion €
WHO WE ARE – ZALANDO
FASHION TECHNOLOGYOPERATIONS

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WE CONNECT TWO PLAYER
FROM RETAIL

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WE CONNECT FASHION AND
PEOPLE
TO PLATFORM

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TEAM

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BUSINESS EXCELLENCE
We enable all Zalando teams to
manage their business
processes, to ensure their
reliable performance and
achieve superior business
results.
PROCESS
MONITORING
CONTINUOUS IMPROVEMENT
PROCESS
ANALYSIS
PROCESS COACHING &
CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER
PROCESS
ANALYSIS
CONTINUOUS IMPROVEMENT
PROCESS
MONITORING
PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER
PROCESS
ANALYSIS
CONTINUOUS IMPROVEMENT
PROCESS
MONITORING
PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER
PROCESS
ANALYSIS
CONTINUOUS IMPROVEMENT
PROCESS
MONITORING
PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER
PROCESS
ANALYSIS
CONTINUOUS IMPROVEMENT
PROCESS
MONITORING
PROCESS COACHING & CONSULTING

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OUR SERVICES – AND HOW THEY PLAY TOGETHER
PROCESS
ANALYSIS
CONTINUOUS IMPROVEMENT
PROCESS
MONITORING
PROCESS COACHING & CONSULTING

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HISTORY

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PROCESS MANAGEMENT
SET UP CENTRAL PROCESS
MANAGEMENT TEAM

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PROCESS MANAGEMENT TEAM
DOCUMENT VALUE CHAIN
PROCESSES (PROCESS
HOUSE)
INTRODUCE PROCESS
MANAGEMENT TOOL (BPMN)
CREATE & IMPLEMENT
PROCESS MONITORING
APPROACH

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REACH THE ULTIMATE GOAL
OF HIGH QUALITY
OPERATIONAL
EXCELLENCE (OPEX)

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PILOT OPEX PROJECT WITH LEAN SIX SIGMA
IMPROVE
ANALYZE
CONTROL
MEASURE
DEFINE
KEY
RESULTS
START TARGET AS-IS GAP
success rate 99.687% 99.978% 99.998% +0.02%
number of
process errors
91k 20k 2.43k -17.67k
sum for affected
cases
8.3m 1m 0.10m -0.90m

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LOOKING FOR SOLUTION AT
SCALE
OUTLOOK

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CONTACT