Context

In the rapidly evolving Consumer Goods Business Unit, the reliance on manual processes for reporting IT Service Management (ITSM) data was becoming increasingly problematic. This traditional approach led to inefficiencies, reporting gaps, a broken chain of communication, and low visibility for stakeholders into critical data. Recognizing the need for change, the focus shifted towards leveraging Robotic Process Automation (RPA) to revolutionize our data reporting processes. RPA was chosen to automate the repetitive and time-consuming tasks involved in data compilation, ensuring accuracy, speed, and reliability. This transition was not just about adopting new technology; it was about embracing a strategic shift towards a more data-driven and efficient operational framework, aiming to enhance decision-making and streamline reporting mechanisms across the business unit.

What did I Do?

In my role within this transformative project, I was responsible for steering the course of our transition from manual to automated processes. My focus was on ensuring that every aspect of the project aligned with our strategic objectives while leading a talented team dedicated to revolutionizing our approach to ITSM data reporting.

1. Project Management: As the Project Manager, I spearheaded the transition from manual to automated report generation processes, ensuring alignment with business goals and managing the project lifecycle effectively.

2. Team Leadership: I led two vendor teams totaling 20 members, fostering a collaborative environment and synchronizing efforts towards our shared objectives.

3. Stakeholder Engagement: I served as the key conduit between project teams and business leadership, ensuring constant communication and alignment with business needs.

4. Risk Management: I proactively identified and addressed potential project challenges, implementing strategies to mitigate risks and maintain project momentum.

5. Collaboration with Product Management: I partnered with Product Managers to break down epics into manageable features and user stories, ensuring alignment with key performance indicators (KPIs) to deliver measurable improvements.

6. User Experience Enhancement: I worked closely with UX/UI teams to refine user experience decisions, ensuring that the automation solutions were intuitive and user-friendly, enhancing overall stakeholder satisfaction.

7. End-to-End Testing: I collaborated with Quality Engineering to ensure that every aspect of the automated system underwent rigorous testing, guaranteeing a seamless and efficient user experience from start to finish.

Results

This project not only transformed the way we approach reporting within the Consumer Goods Business Unit but also set a new standard for operational excellence, driving the unit towards a more data-driven and efficient future.

• Achieved significant time savings by automating manual reporting processes

• Launched a robust data analytics platform for ITSM data tracking, enhancing operational efficiency

• Facilitated real-time data access, significantly improving decision-making capabilities

• Elevated strategic business insights, enabling a proactive approach to IT service management