Lead a team of 2 Consultants / Technical Writers delivering sales process automation, requiring streamlining / automation requirements for complex service configuration and order forms. The prime focus was on the Retail market, across 4 Major product groupings; Data, Voice, Hosting, IP/IPVPN.

• Mapped the current Sales Order Forms processes, then modelled the key process metrics of cost to serve, process elapsed time, and FTE requirements of the current process;
• Through facilitation of process critiques and forms redesign, derived future processes based on best practice input, that were future proof and created sustainable efficiencies.
• Assisted with overall Forms solution design.

Achievements;
o Redesigned forms processes indicated completion time improvements, and approvals processing time improvements.
o Reduced data checking stage, Reduction in rework volume, and Paperwork attachment scanning reduced.
o Helped deliver a standardised overall forms design, including Regional commonality, Standardisation, Simplification of Customer mandatory information, Field simplification improve accuracy, and efficiency and accuracy management techniques.
o Helped deliver a revised technical architecture for forms management, including A centralised system for forms and attachments, Storage of predefined fields and data, and Relationships to be created between data, and Viewing and printing options.