Business Process And Program Expert
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Massimo Scalzo is a business process and program expert with extensive experience managing large projects across many industries. He has led business process reengineering programs, developed CRM processes and architectures, and improved organizational efficiency. Some of his achievements include developing international CRM processes for an automotive group, redefining analytical CRM strategies for a telecom company, and mapping requirements to create new products for an IT company. Currently, he runs his own management consulting practice focused on CRM, business processes, and program management.
Business Process And Program Expert
- 1. Business process and program expertAchievementsand Professional Roadmapmassimo scalzomanaging partnerCRMbusinessprocessconsulting
- 2. BUSINESSPROCESS AND PROGRAM EXPERT rainmaker in leveraging communication, skills and insights to fuel the engine of project KPIs ______________________________ ________________________________________________________________________________________ ◊◊◊◊◊Repeatedly directed and produced enterprise benchmarking and process/project improvement in large programs.Gained decisive insight into the company improving-creation-process. Perceived the best value-added concept to soar efficiency and translated it into action.Extensive international cross-functional experience in IT, Manufacturing, Telecom, Consulting, Financial, Energy, Pharmachemical, Retail and Management Empowerment Coaching industries._____________________________________________________________________________________________________________________________________ Rich Mix of strategy, operations and stamina for highly engineered organizations. Diversely experienced in leading and supporting program and project management, performances improvement, requirements gathering, process creation, application consulting, solution designing and empowerment coaching, from start up to work out. Extraordinary ability to communicate across boundaries, to motivate and stimulate people to participate and excel in addition to an “alleviating-the-tension” project-team and stakeholders communication approach and a natural talent to use empathy and build trust.
- 3. Areas of ExpertiseProgram Management -> business ● organization ● communication ● motivating functions ● stakeholder-specific know-howProject Management -> PMO setting ● team inferences ● supporting thinking and contextual methodologies ● KPIs analysis facilitatorOrganizational Change -> BPR knowledge ● persuading ● mobilizing ● organizing ● leading high-performance teamsCommunication -> layers of cross-dependencies ● teams and stakeholders aligning media interchange dynamics Process Creation -> process Creation ● allocation of harmonized processes ● IT process platform toolsRequirements Gathering ->analytical ● cross-behavioral causal thinking ● IT methodologies and change coordination executionRelations -> English ● German ●Spanish ●Italian perceiving and sustaining strategic internal and external stakeholders relationshipsSELECTED ACHIEVEMENT HIGHLIGHTS ◆ Led the BPR program team and developed internationally agreed CRM processes within customer contact management, complaint management, relationship marketing and customer data management for an entire european automotive Group (53 billion, 2008 consolidated turnover - 100,000 employees around the world). Created a CRM model and related multichannel interfacing customer processes. Efficient customer processes rolled out the right IT solution had the company enriched the knowledge of customers reacting immediately throughout the world on production, complaint and marketing side-effects. ◆Planned and directed services including organizational reengineering and IT integration for a leading european telecom company (30 billion 2008 consolidated turnover - 77,000 employees Europe) for redefining analytical CRM in B2C area for customer profiling, inbound contacts and marketing campaigns processes to roll out through an high-end IT solution.Provided functional solutions on international decisive strategy for the organization which retained competitive positioning and reduced outstandingly its churning rate. ◆ Drove the project groupinvolved in mapping out a CRM program architecture for a large european bank (54 billion 2008 consolidated turnover - 22,000 employees) mapped, aligned and reconciled processes, people and technology to the customer-centric strategy. Set up a layer-of-concept to support a perfect adherence to the reengineered business process. Identified right technological solution which resulted perfectly tailored to the processes. The resulted CRM model, its processes and web services workflowed through a proper IT solution enabled the bank to maximize sales through a strong up and cross-selling customizing customer care. ◆ Boasted and refined marketing reorganizational interventions in adherence to CRM B2C for an online entertainment media company (100 million 2008 cons. radio stations, services & magazines online turnover - 5000 employees) Produced marketing plan and personalized product and solution approach. Designed and optimized retail up-to-date services with a focus on clients profiles, up and cross-selling processes on the web. Such services allowed for the maximization of client profits and elimination of selling constraints. ◆ Directed a very large consulting group supporting an international program for an IT company Product Planning Division (60 billion 1999 cons turnover - 90,000 employees around the world) Researched and defined agreed international requirements to create a new product. Developed sw functional specifications and issued marketing plans in cooperation with foreign subsidiaries. The resulted product met time & financial deadlines and was successfully launched in the international marketplace.
- 4. Professional RoadmapCRMbusinessprocessconsultingGermany - Italydistinguished management consulting practice with an ongoingtending towards results and an exchanging system of specific project cooperation and knowledge with organizations in Europe, USA and Far-East Managing partner, principal consultant2006 - presentConsulting Activities Breakdown Program- Project- Process - Solution - TrainingDrove two companies, with services shared with another consulting practice, (Food & Electromechanical Engineering industries), in planning and working out a leading Lean development program in 16 months, for implementing and reinforcing Kaizen. Planned and implemented governance processes, SWOT analysis and improvement system bootcamps. Benchmarked and analyzed through a Visual Stream Map a sustainable logistic production system. Improved lead-time delivering system. Recovered 8% global productivity ford company and 13% for the electromechanical. Triggered for the Electromechanical company a B2B2C customer-driven philosophy aimed at an high-end CRM solutution on the stocks. Increased Share of Market and Delivered Year-Over-Year Revenue growth of 3-5%
- 5. CRMGroupItaly Change management& business process consulting company specialized in CRM with a wide project & program involvement, founded in 2001Managing Partner, principal consultant 2002 - 2005In charge of a staff of 42 professionals, triggered and directed strategic and operational cross-industry project services related to cost & benefit feasibility studies, BPM platforms, business requirements, process creation, analysis aligned with a harmonized IT strategy.Defined CRM architectures, blueprint roadmap, communication layers throughout telecom, automotive, manufacturing, financial, services, chemical industriesSupported organizational process change management transition from homegrown processes to new business architecture as well as transformation process to leverage sw application and platforms. Created SOW for supporting client involvement, motivation and aligned communication and close cooperation across programmed/project dependencies, management and IT vendors. Defined and developed specific empowerment training program. Triggered high-value buy-in consulting activities. Exceeded 2004 financial objective one year earlier than forecastedConsulting BreakdownProfit- Planning - Process Improvement - Coaching - Customer ServiceOnsite Consulting Bottom-line Improvement Strategy / Mission planning Operations & Reengineering Customer Service & Team Development Results
- 6. PricewaterhouseCoopers Management ConsultingGermanyebusiness performance improvement practice & global salesPrincipal consultant 1996 - 2001Increased programs/projects planning, transformation process, rollout and training KPIs as a co-program/project manager and business process principal consultant in charge of PwC CRM practiceBenchmarked activities, analyzed requirements and delivered CRM process architectures and blueprints.Created complex analysis regarding program breakdown structure, SWOT, budgeting, rollout, dashboards, cross-track dependencies, program milestones, balanced scorecards, program finance, risks and benefits. Aligned, communicate and assured SOW consistency in each stage amongst vendors blueprint, team and project management methodology. Developed training stages. Created new customer-oriented processes workflowed through SAP, Siebel and Oracle CRM IT solutionsAssisted timely and efficiently global sales in planning and negotiations, CRM knowledge management across several cross-industry assignments, particularly in automotive, manufacturing, telecom, energy, financial, chemical and air transport industries. Performance Improvement BreakdownPrograms- Projects- Process, Coaching - Global Sales - SolutionsChange & Management Progressive ActivitiesOperationsQualified AnalysisSecure Program MomentumRevenue & Profit Growth Contribution
- 7. Deloitte & Touche Consulting GroupEnglandChange Programme Management and Business Process Reengineering practiceSenior Consultant 1993 - 1996Directed the Oracle part of a project focused at mapping out new accounting processes within a program with the management shared between Deloitte and PwC aimed at changing the British Gov accounting regimes involving more than 500 consultants on 150 projects spanning the globe. Supported onsite business process reengineering aspects, analyzed and developed several SCM sale process interactions processes between back-end and front-end in retail, financial, manufacturing industries and government.Previous assignments 1988 - 1993Rapid advancement in early Honeywell Information Systems and Olivetti Systems & Networks working through roles as Enterprise Application System Consultant and IT Product Planner.Extensive international project and negotiation experience in Germany, Spain and Italy. Proficiencies▶Kaizen ▶PLC ▶ITIL ▶Modelling ▶BPM ▶BPMN ▶Six Sigma ▶SAP, Oracle, Siebel, Salesforce CRM certified application consulting ▶SAP SOA, Business Process Application Platform ▶CRM Training (unbiased and vendor applications)EDUCATIONDoctorate in Science of Computer State University of Milan – Italy, 1988Master in Business Management University of St. Gallen - Switzerland, 1990________________________________________________________________ ___________________________________________________________ ◊ 9 Luther Str ◊ 68169 Mannheim BW Germany ◊ Roaming +393407603035 ◊ massimo@crmbusinessprocessconsulting.com