Post on 12-Apr-2017
transcript
International customer support center
Daniël Vonken
#BruynzeelOffice
Education
Personality
Experience
Values
Habits
Prejudices
Multiple perceptions and culture
How to create an international office fit for purpose?
The project so far…
Jasper Hunnekens
Manager Sales Support: 1 pers.
Country Coördinators: 3 pers.
Support Team DE +/- 6 pers.
Support team NL +/- 5 pers.
Support team EX +/- 6 pers.
Support Team BE +/- 4 pers.
Increase efficiency Save costs
Share knowledge
Less face-to-face contact Longer lines of
communications No physical office in
countries
The prepwork
Analyse activities of the people in the office What should they be doing?
Include people in the process Involvement of key people is key Interesting ideas by the users themselves No top down approach unless strictly neccesary
Language issues
Business Ethics
Optimise procedures
Sharing information
Managing changes
Labour law Current
contracts
Suitable location
Interior layout
Physical location
Legal matters
Communication
Cultures
Suitable location
Interior layout
Why Roermond?
Close to the border of DE/BE Close to Bruynzeel HQ Fit to Euregio
Why Buitenop 8?
The space available Comfortable location (the view is not too
bad)
Medium interactive
Low/high interactive
Meetings
Short-term medium interactive
Storage
Hard to find conclusive information regarding labour laws
Secondment construction Contract commitments locally
Labour lawCurrent
contracts
Four languages
Dutch, English,German &
French
Effect on information
Effect on IT hardware
Three cultures
NL – direct, rude D – precise, correctB – polite, modest
•Language issues
•Business Ethics
“If you can’t change it,
change the way you think about it”
What is wrong?
4e etage 4th Floor
•Optimise procedures
•Handling information
•Managing changes
Communication
•Optimise procedures
•Handling information
•Managing changes
Handling information
The ground rules of information All information available digital No duplicate information Server based in HQ – Virtual desktop accessible Only laptops
No need for IT guys in the office!
Communication
So they did not make a
single mistake...?
On hindside, it is easy
to tell this
story!
And what did you learn after a few
weeks?
Experiences so far
The devil is in the details There is no such thing as common business IT and IT support is critical, especially in the start-up phase House rules: less is more, as long as people feel responsible Internationalisation works from day one! Spacefulness enables knowledge sharing and future growth
The open ends…
English course Functional vegetation Process optimisation Integration Belgium Every end which beginning has not yet started...
Spacefulness
Patrick Altena
Trends in working environment
The new way of working
Flexible workspaces
Inspiring office
Characteristics of these trends are :
Employees do not have their own workplace Employees are (partly) free to choose when and where to work
Clean Desk Policy
Efficiënt and effective use of m2
ICT and digitalisation important to enable employees
Less use/storage of paper (not paperless)
Meet and communicate with colleagues
What is it we do at the office ?
Work, create, absorb and share INFORMATION
Digital information
Physical information
What needs to be stored at the office?
Work in progress Files Documentation Office supplies Tablets / Mobile Phones /key board Private stuff (jacket, lunch, bag)
Lockers Library Wardrobe Shelves
Meeting point
Pantry Own ideas
How nice would it be to have all these functionalities combined in one system ?
Spacefulness
Spacefulness for your organisation
Effective and efficient use of m² = cost reduction (save 50% space for storage)
Quick access to files = cost reduction (you know where to go)
Better working environment = higher productivity (acoustics, secure storage , accesibility)
Inspiring office environment = fit to image
Spacefulness International Customer Support CenterOCI = ca. €10.000 annually per FTE (NL)
Ca. 40-50% cost related to occupied space
5% space saving
Max. 27 FTE
6000 Euro savings annually
Questions?