Documentation of as-is operations process in a comprehensive standardized process manual for city managers, shift managers, operations personnel and franchisees (100+ pages plus annexes)

• Collecting inputs for all operations processes in structured employee interviews and work shadowings, e.g.

• Developing standardized process descriptions (i.e. objective, dependencies, required tools, steps, result and output, responsibility, best practices etc.)

• Creating complementary in-depth documents such as checklists, templates etc. as needed

• Deployment for target group in Confluence

Prioritization of fields of action based on time recordings, cost analyses, customer feedback etc. as well as conception and implementation of to-be processes, e.g.

• Introduction of a bonus and malus system for drivers, leading to ~30% lower accident costs, higher customer satisfaction, etc.

• Optimization of shift planning by building on relevant KPIs, adding additional granularity, and introducing better software, leading to higher utilization

• Improvement of fleet and damage management by collecting requirements and introducing more suitable fleet and damage management software

• Redesign of payroll accounting by integrating data sources and automating calculations, money transfers and pay slip provision, for ~90% time savings

Konzeption und Einführung einer effizienten und effektiven Soll-Organisationsstruktur

• Moderation of workshops to identify problems and develop solutions

• Definition of a matrix target structure with newly defined responsibilities for subsidiaries and central functions

• Creation or revision of dedicated role profiles for city managers, shift managers, drivers and administrative staff

• Change Management during implementation