Project Management Office
Program Lead at Staples China from Aug 2010 to June 2011
After my initial contract at Staples China, I suggested several potential follow on projects. I was asked to set up a project management office and use local project managers to deliver multiple projects
Reported directly to President, Staples China. Weekly 1-to-1 meetings to review status and discuss strategy
Integrated government and commercial selling channels. Brainstormed approach with President and then facilitated 3 day strategy session with senior management. Completed first phase of integration in 3 months.
Re-priced 6000 item catalog in 3 days to increase prices of non-sensitive items, improving margin by 1%
Customer service empowerment program – piloted and launched in a month. CSRs now allowed to solve any problem on the phone if impact is 100RMB (~$20) or less
Baseline analysis of customer set up and order processing across different business units to understand ‘as-is’ processes so that we could start stabilizing and improving them
Set up weekly cross-functional issues review meetings to find and fix concerns at a detailed level.