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Lean in het digitale tijdperk
- 1. Lean in het digitale tijdperk
Hans Toebak, Arjen Markus, 13 november 2013
- 2. Back to the future…
Copyright © 2013 Capgemini Consulting. All rights reserved.
2
- 3. 2054 lijkt in 2013 toch al erg dichtbij…
Copyright © 2013 Capgemini Consulting. All rights reserved.
3
- 8. Way back when…
Dicht bij de klant
Customer intimacy
Beste prijs
Operational
Excellence
Vernieuwend product
Product leadership
De waardeproposities van Treacy & Wiersema
Van of, of, of, naar en, en, en….
Copyright © 2013 Capgemini Consulting. All rights reserved.
- 9. Wat betekent dit voor je waardebepaling?
Copyright © 2013 Capgemini Consulting. All rights reserved.
9
- 10. Wikipedia: ”Superman also possesses the mental
ability to screen out the enormous amount of
information received by his enhanced senses and
to focus on a single detail such as a particular
voice or location”
Copyright © 2013 Capgemini Consulting. All rights reserved.
10
- 14. Customer en operational excellence gaan hand in hand
Copyright © 2013 Capgemini Consulting. All rights reserved.
14
- 15. Fiona
ABOUT ME
Personas
als basis
voor VOC
Forward thinker
Two years ago, I started my own e-commerce business, which
is now experiencing rapid growth. The thing that makes my
business unique is the one-to-one service that we provide. We
have had great reviews for that. As a perfectionist, I enjoy
finding new ways to make things even quicker and more
efficient.
MY INDUSTRY
MY DAY-2-DAY ACTIVITIES
I started my own e-commerce business two
years ago. Previously, I have worked in the retail
business for three years. During this time, I
realized that nobody was selling radiators online,
and this triggered me to start up my own
e-commerce business
I take care of all the financial reporting and
accounting, but I am not involved in the day-today business. Another person takes care of that.
MY COMPANY
My company has one employee, and sells central
heating and electric radiators via the online
channel. Our customer base consists of
renovators and people who are building a new
home. Most customers are local, but some are
international.
I also run various analysis on the website of
Elavon. Analysis are highly important to me, as it
provides me with insights, which help me to
understand my business and find growth
opportunities.
Business
sophistication
Growth
ambition
Company
size
We have experienced high growth rates already,
but I am constantly looking for new ways to
improve my business. As such, I enjoy
conversations with experts that can help me in
driving business growth.
Copyright © 2013 Capgemini Consulting. All rights reserved.
- 16. Forward thinker
EXPECTATIONS
“We desire more value added products
and services for our e-commerce platform”
Business Products &
relationship Technology
Payment
security
Price
Customer
service
MY NEEDS & WANTS
HOW TO BRING ME VALUE
Preferred communication channels
Sales rep/
Account
manager
Call
support
centre
Website
Email
MY PAIN POINTS
Value proposition
• Up-to-date product solutions and value added
services for e-commerce, including the ability to
process different cards and currency transfer
• Up-to-date online payment processing security
• A reporting platform with clear analysis tools
• A competitive price
Value proposition
• The reporting tool could be further improved in
terms of design, navigation, search, breakdown,
and (simple) report functionalities
• No relevant value-added products and services
• Existence of (uncompetitive) exception charges
• The fees are not transparent
Support
• Quick and efficient customer service, including
technical help to implement aspects of
e-commerce
• A good relationship with a sales representative /
account manager who proactively advises on
new ways to grow my business
• Quick response on my e-mails
Support
• The procedure for online charge back is unclear
• PCI is a nightmare. I can not do it.
Copyright © 2013 Capgemini Consulting. All rights reserved.
- 18. Aansluiting tussen buiten- en binnenkant
is geen vanzelfsprekendheid
Copyright © 2013 Capgemini Consulting. All rights reserved.
18
- 19. In ieder proces heb je “moments of truth”
Copyright © 2013 Capgemini Consulting. All rights reserved.
19
- 20. I NEED TO GET INTO SERVICE
START
Customer
life cycle
Contract
1
2
3
Install & activate
8
4
Customer journey mapping
als ‘nieuw’ VOC instrument
Possible journey
Applicant receives the
application form and is
asked to fill it in
5
Customer receives a
confirmation that
online payments are
now activated for
e-commerce purposes
#
2
Applicant calls the sales
rep to ask any questions
that he may have, and
then sends over the
application form
6
Customer needs to deal
with a third party provider
in order to integrate the
online payment solution
into their gateway in line
with compliancy standards
Touch point
3
Applicant is asked to
provide additional info
to complete the
application form (e.g.
address is missing)
7
Customer is informed
that the website is not
in line with security/risk
standards, and is asked
to take action to resolve
this
Sales representative
6
5
Channels &
touch points
1
FULFILMENT
5
6
Vendor / engineer
7
Sales support &
business line
8
Card present
Card not present
Moment of truth
4
Applicant is asked to
provide additional info
for credit / risk
approval (e.g. bank
account information is
missing)
8b
Customer calls the sales
rep or call support
centre to ask any last
questions about the
activation, terminal, or
e-commerce
Call support centre
5a
6a
Customer is contacted
to schedule a POS visit
by the engineer, and
receives a confirmation
of the appointment
a
Engineer installs the
terminal at customer
POS, checks whether
delivery matches needs,
gives welcome pack, and
provides a quick training
b
In Germany, customers
sometimes buy their own
terminal, in which case
they install it themselves
or this is done by a
terminal provider
In Germany, customers
may contact Elavon to
ask whether they can
already accept
payments via their
(non-Elavon) terminal
Copyright © 2013 Capgemini Consulting. All rights reserved.
- 21. SUPPLIER
INPUT
1.
2.
3.
Business Development
OUTPUT
1.
2.
3.
4.
New customers application forms
Customer hardcopy documents
Customer PDF documents
CUSTOMER
Approved customer application
Declined customer application
Completed merchant setup
Application live
Deployment
Contract
CUSTOMER
BUSINESS
DEVELOPMENT
(SALES REP.)
Application
inquiry
DEPARTMENT
℡
Print application
form
1.
CUSTOMER
ACCOUNT
MANAGEMENT
(SALES SUP.)
Receive signed
application
2.
Follow up action
for correction and
missing
5.documentation
Submit application
3.
Follow up action
for correction and
missing
5.documentation
DEPARTMENT
℡
UK/Ireland
a.
Follow up action
for correction and
missing
5.documentation
℡
℡
Fail
Country
origin
Scan documents
Germany
b.Scrubbing
Return to sales
DEPARTMENT
Return to sales
Pass
4.
9.
9.
Yes
OPERATIONS
Submit application
c.
Credit check
DEPARTMENT
Risk
profile
Low
SMU verification
(Low Risk)
High
Application check
Financial position
assessment
8b.
SMU
approved
7.
8a.
3.
d.
6.
Decline application
No
Verification on
quality assurance
10.
11.
Final application
live and close
completed
customer setup
12.
Customer
setup
(application
live) closed
No
CREDIT & RISK
DEPARTMENT
8.
Calculate risk
exposure
8c.
e.
RMU
approved
Yes
RMU verification (High Risk)
LEGENDA
Customer touch points maken deel uit van processen
Trigger/process initiator
or closing indicator
Process flow
Activity
Key decision
Or
Predefined process
Customer Touch points RED:Outbound|GREEN:Inbound
℡ ℡
DEPARTMENT
Phone call
Face to face contact
Written/printed document
Digital document
Copyright © 2013 Capgemini Consulting. All rights reserved.
- 23. Bedankt!
Hans Toebak
Arjen Markus
Principal Consultant
Operational Excellence
Managing Consultant
Operational Excellence
Reykjavikplein 1
Utrecht, The Netherlands
Reykjavikplein 1
Utrecht, The Netherlands
Mobile: +31 (0)6 150 307 06
hans.toebak@capgemini.com
Mobile: +31 (0)6 150 300 89
arjen.markus@capgemini.com