Hyundai UK – Process Workshops (050)


Need

To equip the Customer Relationship Management (CRM) project team with skills to review the business processes.

Context

Established in 1967, Hyundai Motor Co. has grown into the Hyundai Motor Group, one of the largest car manufacturers in the world. In 2000, Hyundai, in the UK, embarked on a project to replace its  (CRM) system. The company used this as an opportunity to review its processes in advance of starting the systems element of the project.

Issues / Challenges

To help people with limited previous experience develop their skills in process review and design.

Aims of the project

To run a series of workshops and other activities to develop the CRM project team’s skills in process review and design.

Measures implemented

Once the project team had been formed, we were engaged to develop and deliver a two day workshop that would provide the team with the tools to carry out this process review. Following on from this, we were asked to act as a mentor to the project leader as the project continued through 2000 and 2001.

Outcomes

The team were better equipped to design the processes required for the new CRM systems.

Learning points

The value of process knowledge and experience when implementing systems.