Project Summary:

The Enterprise PMO Development & Implementation project was initiated to bridge the gap between the product, engineering, and operations departments at Augusta Sportswear Brands. The project entailed the establishment of an Enterprise Project Management Office (PMO) and the integration of processes through Jira and Confluence. It aimed to streamline workflows, facilitate communication, enhance collaboration across cross-functional teams, and engage executive stakeholders in strategic decision-making.

Responsibilities:

• Needs Assessment: Identifying the organizational need for a centralized PMO to improve communication and collaboration between different departments.

• Defining Scope and Objectives: Defining the objectives and scope of the PMO, including the integration of Jira and Confluence.

• Tools and Template Creation: Developing standardized templates, Kanban boards, KPI dashboards, and knowledge bases.

• Process Improvement: Establishing Agile ceremonies to foster alignment and communication among teams.

• Training and Support: Conducting training sessions for employees on the utilization of tools and processes associated with the PMO.

• Stakeholder Engagement: Collaborating with executive stakeholders to establish weekly reports for the C-Suite and a Monthly Steering Committee for prioritization and decision-making.

• Feedback and Continuous Improvement: Gathering feedback and continuously improving the PMO processes.

Functionality and Deliverables:

• Standardized Templates: Created standardized templates for project documentation and reporting.

• Kanban Boards: Developed Kanban boards for visualizing workflows and managing tasks.

• KPI Dashboards: Created dashboards to monitor key performance indicators, helping teams and stakeholders track project progress and performance.

• Knowledge Bases: Established knowledge bases for information sharing and documentation.

• Agile Ceremonies: Instituted regular Agile ceremonies, such as stand-ups, retrospectives, and planning meetings, to align teams and foster collaboration.

• Executive Reports and Steering Committee: Worked with executive stakeholders to create weekly reports for the C-Suite and establish a Monthly Steering Committee to drive prioritization decisions and remove barriers.

• Training and Support: Provided training and support to all employees on the effective use of PMO tools and processes.

Impact and Results:

The establishment and deployment of the Enterprise PMO led to significant improvements in the organization:

• Enhanced Communication and Collaboration: The implementation of the PMO, along with Agile ceremonies, improved cross-departmental communication and collaboration by 30% as measured through employee surveys.

• Increased Efficiency and Transparency: The standardization of templates and use of Kanban boards led to a 28% increase in project efficiency, and the transparency in project management processes was enhanced.

• Boosted User and Stakeholder Engagement: User and stakeholder engagement on a project-by-project basis increased by 30%, resulting in more input and buy-in from key participants.

• Reduced Project Overruns: Through better project monitoring and KPI dashboards, project timeline overruns were reduced by 10% and budget overruns by 5%.

• Established a Culture of Continuous Improvement and Knowledge Sharing: Knowledge bases and regular retrospectives led to an organization-wide culture shift towards continuous improvement. Employee participation in knowledge-sharing forums increased by 70%.

• Faster Decision Making: The availability of real-time data through KPI dashboards shortened the decision-making process by 35%.

• Improved Employee Satisfaction: Through improved collaboration and clearer objectives, employee satisfaction scores related to project involvement improved by 18%.

Technologies and Tools Used:

• Jira for project management, task tracking, and Kanban boards.

• Confluence for documentation, knowledge bases, and collaboration.

• Agile methodologies for team alignment and process optimization.

Project Summary:

The Voice Picking System Upgrade was a pivotal project aimed at modernizing and optimizing the fulfillment and shipping process within Augusta Sportswear Brands’ warehouse. By upgrading the Voice Picking System, the project focused on increasing the speed and accuracy of order picking, leading to faster order processing and shipping, reduced errors, and enhanced customer satisfaction.

Responsibilities:

• Research and Needs Identification: Needs Conducting an assessment of the existing voice picking system to identify areas of inefficiency and areas for improvement.

• Stakeholder Collaboration: Collaborating with warehouse management, operations, and technology vendors to understand the needs and constraints of the warehouse environment.

• Defining Scope and Objectives: Defining project goals and objectives focused on reducing pick times and minimizing mispicks.

• Project Planning and Management: Developing and managing the project plan, including scope, timeline, resources, and budget.

• Vendor and Technology Selection: Facilitating the selection and procurement of the new Voice Picking System technology.

• Integration Management: Coordinating the integration of the new system with the existing warehouse management system.

• Configuration Management: Leading the configuration, customization, and testing of the upgraded Voice Picking System.

• Training and Support: Planning and executing training programs for warehouse staff to ensure smooth adoption.

• Monitoring and Optimization: Monitoring the performance of the new system post-implementation and making necessary adjustments.

Functionality and Deliverables:

• Voice Picking Technology Upgrade: Implemented an upgraded voice picking system with advanced voice recognition and real-time data capabilities.

• Integration with Warehouse Management System: Ensured seamless integration between the new voice picking system and the existing warehouse management system.

• Custom Configuration: Customized the voice picking system to meet the specific requirements of the warehouse environment.

• Training Program: Conducted comprehensive training programs for warehouse staff to familiarize them with the new system.

• Performance Monitoring: Established monitoring mechanisms to track the performance of the new system, focusing on pick times and accuracy.

Impact and Results:

The implementation of the upgraded Voice Picking System had significant positive impacts:

• Substantial Reduction in Order Pick Times: The upgraded Voice Picking System resulted in a 20% reduction in order pick times, leading to faster order processing and shipping.

• Significant Decrease in Mispicks: There was a 40% decrease in mispicks, which greatly reduced errors and increased the accuracy of order fulfillment.

• Enhanced Operational Efficiency: Operational efficiency within the fulfillment and shipping warehouse improved by 15% due to streamlined processes facilitated by the new system.

• Improved Customer Satisfaction: Customer satisfaction scores increased by 10% due to faster and more accurate order fulfillment.

• Streamlined Inventory Management: Real-time data and voice recognition technology led to a 20% improvement in inventory management accuracy and efficiency.

• Cost Savings: The reduction in mispicks and improved efficiency contributed to cost savings of approximately 8% in warehouse operations.

Technologies and Tools Used:

• Voice Picking System with advanced voice recognition technology.

• Warehouse Management System for inventory control and order processing.

• Custom configurations and integrations.

Project Summary:

The merger and acquisition (M&A) of Pacific Headwear by Augusta Sportswear Brands was a strategic move to expand the company’s product offering and strengthen its position in the sportswear market. One of the key integration points was the incorporation of Pacific Headwear's proprietary 3D hat model and design application into Augusta Sportswear Brands' offering. This integration enabled customers to create custom hat orders in conjunction with sports apparel and uniform fulfillment options.

Responsibilities:

• Integration Roadmap Ownership: Develop and own the integration roadmap outlining the stages of merging the two companies, with a focus on combining products and technologies.

• Stakeholder Collaboration: Work closely with stakeholders from both companies to align on goals and objectives for the integration. Facilitate communication and collaboration between different teams such as technology, sales, marketing, and operations.

• Due Diligence and Discovery: Conduct due diligence and discovery sessions to understand the capabilities and technologies of Pacific Headwear, particularly the 3D hat model and design application.

• Product and Technology Integration: Plan and oversee the integration of Pacific Headwear's products and technologies into Augusta Sportswear Brands’ ecosystem. This includes the implementation of the 3D hat modeling and design application.

• Cross-functional Team Management: Lead and manage cross-functional teams to ensure smooth integration processes. Ensure that the teams are aligned and that the integration is carried out efficiently and effectively.

• Project Planning and Management: Create detailed project plans, allocate resources, set milestones, and manage timelines to ensure successful execution of the integration.

• Change Management: Implement change management practices to ensure a smooth transition for employees and customers. Address any resistance and provide training where necessary.

• Quality Assurance and Testing: Ensure that the integration of systems and applications is thoroughly tested for performance and reliability. Address any issues that arise during testing.

• Customer Communication and Support: Communicate the integration plans to customers and provide support for any issues or queries they might have regarding the new offerings.

• Performance Metrics and Reporting: Monitor the success of the integration through performance metrics, and provide regular reports to executive stakeholders.

Functionality and Deliverables:

• 3D Hat Model and Design Application Integration: Integrated Pacific Headwear's proprietary 3D hat model and design application, allowing customers to create custom hat designs.

• Unified Product Offering: Created a unified product offering that combines custom hat orders with sports apparel and uniform fulfillment.

• Customer Support and Education: Provided customer support and education on how to use the new integrated features.

Impact and Results:

• Enhanced Product Offering: By integrating Pacific Headwear's 3D hat model and design application, Augusta Sportswear Brands was able to offer a more comprehensive and appealing product range.

• Increased Customer Engagement: The integration led to a 35% increase in customer engagement and a 20% increase in customer satisfaction scores due to the convenience and customization options provided by the 3D hat model and design application.

• Streamlined Operations: The integration streamlined operations, resulting in a 15% reduction in operational costs and a 25% increase in operational efficiency by combining the strengths and capabilities of both companies.

• Increased Sales and Market Share: The enhanced product offering contributed to a 30% increase in sales of custom hat orders and helped Augusta Sportswear Brands gain an additional 10% market share in the sportswear industry.

• Improved Time-to-Market: The integration improved the time-to-market for new products by 40%, allowing for faster and more agile responses to market demands.

• Positive Customer Feedback: Received an average rating of 4.5 out of 5 in customer feedback surveys regarding the new integrated features and product offerings.

Technologies and Tools Used:

• Project Management Tools (e.g. Jira, Confluence)

• Pacific Headwear’s 3D Hat Model and Design Application

• Communication and Collaboration Tools

Project Summary:

This project aimed to explore and implement a Minimum Viable Product (MVP) for a Direct-To-Player shipping option, as an alternative to the traditional bulk orders method. The new approach allowed for individually packaged uniforms to be sent directly to each player, streamlining the process and adding value for customers. The MVP was initially tested with a central Florida YMCA for their upcoming soccer season. Additionally, the option to add soccer-related accessories to the order was included.

Responsibilities:

• Market Research and Analysis: Conducting research to understand customer needs, specifically focusing on the challenges faced by coaches and players in receiving bulk orders.

• Product Development: Designing the MVP for Direct-To-Player shipping, including the features for individual packaging and additional accessory options.

• Stakeholder Collaboration: Collaborating with various stakeholders, including the fulfillment center, sales team, and customer service, to ensure alignment with the Direct-To-Player shipping model.

• Vendor Relationships: Establishing relationships with vendors for sourcing additional products like soccer balls, shin guards, and socks.

• Pilot Program with YMCA: Launching a pilot program with a central Florida YMCA to test the MVP during their soccer season. This involved close monitoring and gathering feedback.

• Process Improvement: Identifying areas for process improvements within fulfillment capabilities to ensure efficiency in packaging and shipping directly to players.

• Customer Feedback and Iteration: Collecting feedback from customers (players and coaches) and making iterative improvements to the Direct-To-Player shipping model.

• Scaling Strategy Development: Developing a strategy for scaling the Direct-To-Player shipping model based on the learnings from the MVP.

• Performance Metrics and Reporting: Monitoring key metrics such as customer satisfaction, delivery times, and order accuracy, and reporting these metrics to executive stakeholders.

Functionality and Deliverables:

• Individual Packaging: Upgraded the fulfillment capabilities to allow uniforms to be packaged individually by player.

• Direct Shipping to Players: Implemented the functionality to ship the individually packaged uniforms directly to the players’ addresses.

• Add-on Options: Provided the option for customers to add soccer-related accessories to their orders.

Impact and Results:

• Increased Customer Satisfaction: The convenience of Direct-To-Player shipping led to a 25% increase in customer satisfaction scores among the pilot group.

• Reduced Sorting Time for Coaches: The new model significantly reduced the manual sorting time for coaches by 80%, allowing them to focus more on coaching.

• Order Customization: Players were able to customize their orders with additional accessories, contributing to a 15% increase in average order value.

• Streamlined Fulfillment Process: The new process was more streamlined and efficient, paving the way for scaling the functionality to other market segments.

Technologies and Tools Used:

• Fulfillment and Shipping Software

• Customer Feedback Tools

• Project Management Tools (e.g. Jira, Confluence)

Project Summary:

The goal of this project was to facilitate a seamless transition of the Customer Service team to Jira Service Management. The objective was to streamline communication and feedback processes between the Customer Experience team and engineering, reduce operational costs by eliminating the need for additional external integrations, and improve the efficiency and effectiveness of customer service operations.

Responsibilities:

• Project Planning and Scoping: Outlined the project scope, objectives, and roadmap for transitioning to Jira Service Management.

• Stakeholder Engagement: Communicated with stakeholders to ensure alignment on project goals and managed expectations throughout the transition process.

• Requirements Gathering and Analysis: Conducted thorough analysis to understand the requirements of the Customer Service team and features needed in Jira Service Management.

• Vendor Liaison: Collaborated with Atlassian to understand Jira Service Management features and to ensure it fulfilled Augusta Sportswear’s requirements.

• Data Migration: Devised and executed a data migration plan to transfer customer data from the existing CRM to Jira Service Management without data loss or corruption.

• Integration and Process Streamlining: Ensured integration of Jira Service Management with other internal tools to provide a more efficient workflow for Customer Service.

• Training and Adoption: Developed and delivered training to Customer Service staff to ensure they could effectively use the new system.

• Monitoring and Optimization: Post-implementation, continuously monitored system performance and made necessary adjustments based on user feedback.

Expected Impact and Results:

• Reduced Operational Costs: We anticipated that by eliminating the need for external integrations and consolidating tools, operational costs would be reduced by approximately 20%.

• Increased Efficiency: We expected streamlined workflows to result in an improvement of about 30% in ticket handling efficiency.

• Improved Collaboration: By enabling direct feedback channels between Customer Service and Engineering teams, we anticipated issue resolution times would be reduced by around 40%.

• Enhanced Data Integrity: We aimed to ensure seamless data migration and integration, improving data accuracy.

• Increased Customer Satisfaction: We believed that more efficient resolution of customer inquiries would lead to an increase in customer satisfaction scores by approximately 15%

Note: I left Augusta Sportswear Brands before the completion of this project, but these were the metrics and impact we expected to achieve.

Value Proposition:

The transition to Jira Service Management was expected to streamline Augusta Sportswear Brands’ Customer Service operations by integrating tools and workflows, reducing operational costs, improving inter-departmental collaboration, and ultimately enhancing customer satisfaction.

Technologies and Tools Used:

• Jira Service Management: For customer service management, ticketing, and integration with other tools.

• Data Migration Tools: Tools used to ensure seamless and secure migration of customer data from the existing CRM to Jira Service Management.