Welcome to Onboarding 2.0, a dynamic and structured approach that parallels the Scrum methodology, designed to streamline the onboarding process for our valued customers.
Scrum is a framework used in agile project management, that emphasizes teamwork, accountability, and iterative progress toward a well-defined goal. The process is organized into short work cycles known as "sprints," where teams work on small portions of the end goal and then review progress, allowing for quick adjustments based on feedback and changing conditions.
In Onboarding 2.0, we've adopted the principles of SCRUM to create a time-boxed, highly efficient, and customer-centric onboarding experience. Each onboarding session is akin to a 4-day sprint, where a specialized team collaborates intensively to deliver the maximum value and impact to our customers. Let's delve into the roles and responsibilities of the Onboarding 2.0 team, each member playing a crucial part in this agile and focused process.
For information about the overall idea this methodology is based on, please read the article: Improving Accuracy and Speed in Quotations - a practical approach
Onboarding 2.0 Team
SCRUM Master (Senior Customer Success Manager): The SCRUM Master takes on a pivotal role, ensuring that the Onboarding 2.0 process flows smoothly. They facilitate communication between the customer and QF, remove any obstacles that may hinder progress, and guide the team to achieve its objectives within the 4-day sprint. The SCRUM Master's expertise in customer success is instrumental in driving the onboarding process efficiently.
Onboarding Specialist: This team member is dedicated to understanding the unique needs of the customer. They work closely with the customer to tailor the platform to meet specific requirements and provide hands-on guidance throughout the sprint, ensuring a seamless transition onto the platform.
Integration Specialist (ERP and CAM Systems): The integration specialist specializes in connecting our QF platform with the customer's ERP and CAM systems. They possess deep technical knowledge and focus on ensuring the seamless integration of these critical systems for optimal performance.
Estimation Specialist (Customer Side): On the customer's side, the estimation specialist plays a vital role in metalworking quotation processes. They are responsible for three key estimations: production time, material usage, and total lead time. Their expertise ensures that accurate estimates are generated, aligning with the customer's business goals.
Commercial Specialist (Customer Side): Responsible for commercial and legal aspects of the metalworking quote, the commercial specialist is the decision-maker when it comes to pricing, terms, and contractual obligations. They ensure that the quote aligns with both parties' expectations.
ICT Specialist (Customer Side): With extensive knowledge of the systems to be integrated and access to relevant servers and systems, the ICT specialist is instrumental in facilitating a smooth integration process. They work closely with our integration specialist to ensure technical compatibility.
This cohesive team of specialists collaborates intensively over the 4-day sprint, constantly adapting to changing priorities and needs. By the end of the sprint, the team delivers a comprehensive report to the customer, outlining completed work, areas for improvement, and estimated future tasks. This customer-centric and agile approach ensures that the onboarding process is efficient, effective, and tailored to meet the unique requirements of each customer.
Introduction to the Three Types of Onboarding 2.0 Sprints
In our Onboarding 2.0 process, we offer three distinct types of sprints to cater to the evolving needs of our customers in the metalworking industry. These sprints are carefully designed to provide a tailored and adaptable onboarding experience. Each sprint type focuses on specific objectives, adding unique value to our customer's businesses and ensuring they get the most out of our QF platform.
1) "Become Consistent" sprint:
Added Value and Business Goals:
The "Become Consistent" Sprint sets the stage for a successful onboarding journey. In this sprint, our primary goal is to configure the QF platform to align with the unique aspects of the customer's metalworking business. This includes defining the capabilities of their machinery, production speeds, lead times, manufacturing tolerances, and mathematical formulas for estimating various working steps.
The added value lies in establishing a solid foundation, enabling the customer to quickly start using the platform for a majority of their quotations which will always be "consistent". While we aim for an 80% coverage of working steps and estimations, the sprint also identifies the remaining 20% for subsequent sprints. This approach ensures immediate usability and allows customers to reap the benefits of our solution from day one.
Outcome:
Configured the QF platform tailored to the customer's metalworking business.
Clear scope for the next sprint (Impact Improvement).
A platform ready to handle 80% of quotations, with a plan to address the remaining 20% in subsequent sprints.
2) "Become Accurate" sprint:
Added Value and Business Goals:
The Impact Improvement Sprint builds upon the foundation established in the Virtual Factory Foundation Sprint. In this sprint, we focus on refining configurations that were still in progress from the previous sprint, and completing them to enhance accuracy and efficiency.
Additionally, we expand the platform's capabilities by introducing new estimation logic, further increasing its impact on the customer's metalworking business. Ensuring that all users fully comprehend how to use the platform is another critical objective, maximizing customer adoption.
Outcome:
Completed configurations for increased accuracy and efficiency.
Enhanced estimation logic for improved impact.
Increased user adoption with comprehensive training and support.
3) "Become Better" sprint:
Added Value and Business Goals:
The Continuous Improvement Sprint is a recurring, evergreen cycle inspired by the principles of Kaizen. Its purpose is to empower the customer to continuously enhance the impact of our QF platform on their business success. This sprint can be repeated throughout the customer's long-term engagement with our platform.
The primary goal is to embrace a 'build,' 'measure,' 'learn' approach, allowing the metalworking company to identify areas for improvement, implement changes, measure their impact, and adapt accordingly. This iterative process ensures ongoing optimization and alignment with evolving business needs.
Outcome:
Ongoing improvements to the platform based on customer feedback and evolving business requirements.
A culture of continuous improvement, driving long-term success and competitiveness in the metalworking industry.
In summary, our Onboarding 2.0 process offers a holistic approach to customer success, with each sprint type serving a specific purpose in enabling our customers to harness the full potential of our QF platform. From establishing a strong foundation to ongoing improvement, we are committed to ensuring that our solution aligns seamlessly with the unique needs of the metalworking industry.