- Profit Growth and Margin Improvement
Built the Project Management department from inception to completion. Later, created a more advanced function and evolving it into a “Project Management Office” with services ranging from practice management, infrastructure management, resource integration, training for Project Managers and Field Support Managers, technical support, and business alignment. Created and launched the portfolio management processes, designed and implemented the Project Management Information System and turned the department into a profit center, driving profits up to 60%. Developed billing mechanism and processes for custom services increasing quarterly revenue up to 20%.
Worked in cooperation with Sales and Marketing teams to design and improve product support and customer support services programs. Spearheaded a series of reorganization initiatives for efficiency improvement, productivity gain, and quality improvement. Designed innovative workflow planning and prioritization strategies resulting in better than 30% improvement in productivity and efficiency ratings.
- Productivity & Efficiency Improvement
Selected by the EVP, Americas to direct and develop PSA’s organizational functions consisting of the following groups: Product Integrity, Product Services, Professional Services, Customer Service, Training, and Project Management. Defined each group’s high-level charter, goals and metrics. Evaluated potential reengineering, change management, and overall performance.
- Cross-Functional Team Leadership
Reduced travel costs by ensuring that only essential personnel travel, that efficient itineraries were planned. Designed and implemented the Project Management Information System using existing assets eliminating the cost of having to purchase project tracking software, user licenses, and software maintenance. Set up due diligence processes within Professional Services Americaseliminating $12,000 in possible compliance fines and a minimum of $25,000 or more on litigations per infringement of a law.
- Cost Reduction & Cost Avoidance
Based on market demand, designed innovative services that improve customer experience, expanding customer options, increasing customer retention and loyalty.
Developed online feedback loop to capture customer feedback and developed tools that measure customer satisfaction for analysis and customer profiling. Designed and implemented the Project Management Information System, an online framework guiding project progress.
Project Metrics such as scope, budget, and schedule measurements measuring planned vs. actual; post-installation customer satisfaction surveys, project net revenue calculations, and average throughput. Planning Metrics that includes resource breakdown by skill level, availability, and location. Resource Metrics measuring resource capacity, utilization, and efficiency. Quality Metrics such as post-production issues broken down by root-cause, customer-found defects, mean time to resolve incidents/defects/non-technical customer issues. High-Level Departmental Business Metrics that includes revenue forecast by product, revenue forecast by customer/product, net service revenue by product/customer, capacity, and utilization.