ISI was asked to help manage a mission critical business
recovery project. This company had, over the course of 2 to 6
months, incorrectly priced over 30% of their customers’ orders.
Being in an industry with high sales volume and low profit
margins, the company viewed this credit and re-bill project as
critical.
Time was of the essence to complete the credit and re-bill
effort in order to regain the customers’ and suppliers’
confidence. The magnitude of this issue had affected almost all
the business functions of this company. Internal and external
communication became essential to the success of the project.
The team was faced with multiple challenges. These included the
very large volume of information to be reviewed to identify
which orders had been priced incorrectly, the process to build
the correct historical price file to be used in the re-bill
process, that no automated credit and re-bill process existed at
this company, and finally there was no information technology
resources available at the location where the credit and re-bill
process would be performed.
ISI was engaged to address the critical challenges. To start
with, a master plan for the recovery was created. ISI was able
to finalize staffing needs and bring in necessary resources
required to complete this project. With this multi-functional
team in place, ISI moved its focus to the design and validation
of the recovery process. Once the process was approved, ISI was
given responsibility for the day-to-day execution of the credit
and re-bill effort. ISI’s strong project management skills
helped to identify and resolve diverse business and technical
issues. ISI’s proven project management techniques made a
difference in tracking the project’s progress, controlling its
scope and keeping the project on track. ISI’s cooperative
attitude and ability to work throughout the client’s corporate
structure also assisted in managing internal and external
expectations through effective communication.
A new automated credit and re-bill process was successfully able
to review and correct millions of sales transactions. After
intense scrutiny, the customers and suppliers were pleased with
the quality and detail of the revised information. The company’s
day-to-day business had not been affected by the extra volume of
information re-processed through all of their core system
applications. The success of the project allowed the company to
mend relationships and re-focus on their core business.
