Site speed improvement – fishbone diagram

To combat slow site speed on specific company websites, I helped bring together a cross-functional teams to brainstorm possible causes then set up testing scenarios and windows. It was important to make all the sites faster prior to bringing another site over to this technology. Changes that came out of this exercise include improved caching, implementing a spider to prime the pages, and rewriting how some pages were outputted.
See the diagram

 

SOAR Story: New bulk order customers

During the IT Development project to build out OPS3 to handle OES bulk book ordering, stakeholders challenged the current new customer setup process. Four internal groups were involved in the process, but two of those were only to open and close Salesforce tickets. We wanted to make sure that all steps were necessary, versus just “how we have always done it.” The group took a step back and mapped the existing process, and then met with Sales Operations to understand our options. We discovered that Customer Service can email new customer information with forms attached into Salesforce, and this can route directly to Finance for credit review. The new process was mapped, and a list of required information was gathered so CS can get Finance the required information and eliminate loopbacks. In the end, we reduced the number of internal departments involved from 4 to 2, removed 4 of the 16 steps in the process, and cut 1 review that was not adding value.

S = Situation: During the IT Development project to build out OPS3 to handle OES bulk book ordering, stakeholders challenged the current new customer setup process. Four internal groups were involved in the process, but two of those were only to open and close Salesforce tickets.

O = Objectives: We wanted to make sure that all steps were necessary, versus just “how we have always done it.”

A = Action: The group took a step back and mapped the existing process, and then met with Sales Operations to understand our options. We discovered that Customer Service can email new customer information with forms attached into Salesforce, and this can route directly to Finance for credit review. The new process was mapped, and a list of required information was gathered so CS can get Finance the required information and eliminate loopbacks.

R = Results: In the end, we reduced the number of internal departments involved from 4 to 2, removed 4 of the 16 steps in the process, and cut 1 review that was not adding value.