Sample Answer
I led a redesign of the manual order‑to‑cash process for a B2B unit handling about 4,000 orders a month. The baseline swimlane diagram in Visio showed 14 handoffs across sales, finance, and operations, plus three separate Excel trackers. Average cycle time was 18 days, and about 7% of orders needed rework due to data errors. I shadowed each role, time‑boxed steps, and tagged pain points directly on the BPMN model. From there, I proposed two options: light automation with standardized digital forms, and a fuller workflow tool integration. We piloted the lighter option with one region for six weeks, measuring cycle time and error rates. The pilot cut handoffs from 14 to 8, reduced rework to 2%, and brought cycle time down to 10 days. With those numbers, it was easy to get sponsorship to roll it out globally.
Keywords
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