Extra time process redesign
Context: Global WFM function responsible for courier forecasting and scheduling.
Process Model Type used: Swimlanes. Notation: BPMN. Software: Camunda.
Investigation techniques used: 1:1 Interviews, Workshop, Survey, Document Analysis.
Analysis: Conducted POPIT and SWOT analysis, root-cause analysis, set current and future states of the process, mapped gaps in process, people, and technology.
Outcomes:
Clear Ownership: Scheduling Team owns the extra time process end-to-end.
Standardized Roles & Responsibilities: Scheduling specialist handles extra time creation, and re-forecasting volumes.
Process Standardization: All extra time planning and forecasting steps follow a globally documented process depicted above.
Proactive Re-Forecasting: Daily review of incoming volume triggers re-forecasting set at a new target of -+10%.
Communication & Alignment: Weekly structured meetings with Local Operations; ad-hoc meetings for urgent changes.