Showcase : Service Design
Commercial-Finance Ops Reimagined
Knowledge management and experience strategy for the commercial finance ops group of a global beverage leader with a vast and diverse product portfolio
Problem Statement
A Fortune 100 beverage company's finance operations were drowning in their own complexity. Post-COVID workforce reductions, high turnover, and rushed outsourcing left critical business knowledge scattered across systems and people who were no longer there. Teams were reinventing processes daily, making costly errors, and burning out trying to keep pace with growth demands.
How this relates to your needs
This is the hidden cost of rapid scaling or organizational change - your institutional knowledge walks out the door faster than you can capture it. Whether you're a growing company struggling with knowledge silos, managing remote teams, or facing talent turnover, these knowledge gaps create expensive bottlenecks that slow decision-making and frustrate your best people. The systematic approach I developed here transforms scattered tribal knowledge into strategic assets that accelerate growth rather than constrain it.
SAMPLES
‘A Day in the Life’
Articulating the strategy by visualizing current and vision states
Current-State Experience
Re-Imagined Experience
Why Process Maps Don’t Cut It
Above is a typical boxes-and-arrows type of a process flow diagram. While these diagrams provide a rapid, standardized means to abstract any process and are often created in projects, they fail to capture the details of pain-points between people, processes, and the systems that are used.
Service design blueprints (SDB) offer a comprehensive visualization of the intricacies of interactions between all parties involved, making it possible to identify stress-points, process breakdowns, and inefficiencies. Consequently, SDBs are an extremely effective communication tool to align all stakeholders around a unified approach strategy, prioritization of efforts, and better outcomes overall.