Company Establishment in Indonesia
This project oversaw the establishment of a joint venture company and the setting up of its operation in Indonesia. The project included dealing with all legal matters, as well as all permits and papers required by the authorities and government agencies. All contracts, including the terms of reference, service level agreements and schedule had to be established and agreed between the parties. A business plan was also agreed upon. Once the company was successfully established, the operation and office was set up. This included the implementation of finance, cost planning, cost controlling, and human resource systems as well as all required standard operation procedures required to start operation as an Airline Service Provider.
Airline Call Centre Operation Set-up
This project successfully provided a service-driven call centre. The project started with the implementation of a method to measure waiting times and call durations. Based on information gathered, standard operating procedures were developed and implemented. This helped to improve the handling and transfer of calls at the right point in time to a supporting department. After three months, the call centre was completely operational, and was meeting the set service levels.
Subsidiary Setup
On many occasions, this type of project would include the set-up or closure of the company location, and would encompass the co-ordination of all legal and operational matters.
Lean Management Organization
This project involved the complete reorganization of entities that were taken over. It would commonly start with a due diligence, followed by the definition of targets that needed to be achieved. Once this was agreed, we would implement the required changes, along with a sound change management system until the targets were achieved and the subsidiary could successfully operate on its own.