To effectively oversee and optimize support operations, ensuring the maintenance and enhancement of Support standard KPIs, we'll continue working on  team cohesion and management, conducting thorough reviews of CoE requests and follow-ups , and improve internal processes for sustained efficiency and quality

To enhance overall customer experience, the aim is to systematically analyze NPS results, ensure transparent visibility of CoE services to clients including Consultancy, Implementation, Dedicated resources, and All-inclusive packages, proactively communicate action plans tailored for client CoE team members, and establish a structured protocol for effective participation and intervention in client meetings, fostering stronger relationships and elevated customer satisfaction levels.

To elevate the skills and expertise of the Support team, the focus will be on ensuring access to and maintenance of current Lean tech information across the board, establishing a structured methodology for knowledge transfer among diverse areas, ensuring regular specialty/role-specific Support Team meetings, spearheading the implementation of a comprehensive Support CoE onboarding program, coordinating the development and execution of personalized self-service training paths for each team member, and instituting a robust recognition system to acknowledge and incentivize the growth and contributions of team members.

To foster continuous improvement, the focus is on developing tailored action plans in collaboration with stakeholders for client enhancement, advocating and integrating support processes across all organizational roles, meticulous follow-up on process execution aligned with new support strategic planning, conducting regular performance reviews for CoE team members to ensure alignment with goals, and maintaining updated progress tracking mechanisms for each CoE initiative, fostering a culture of ongoing refinement and advancement.