The core idea of lean is to maximize customer value while minimizing waste. Simply, lean means creating more value for customers with fewer resources.
A lean organization understands customer value and focuses its key processes to continuously increase it. The ultimate goal is to provide perfect value to the customer through a perfect value creation process that has zero waste.
On this event, we first focus on a Lean process implementation case and later on how to implement help desk function using Atlassian JIRA Service Desk.
Can we complement these experiences? Can we utilize feedback power of Atlassian tools to further optimize lean process and can we turn our service desk function into a Lean, keen, value-creating machine?
Let's discover together!
This presentation will show how lean principles are used for mapping value streams, create visibility, manage work levels and how it helped the organization to dramatically reduce the amount of waste in the payments team performance. This transformation through processes optimization and improvement of teams performance had the most valuable impact on payments service quality, as well as customer and employee satisfaction.
Procredit bank (PCB) experience with the Jira Service Desk implementation will present Service Desk implementation by briefly describing reasoning for changing the Helpdesk application and choosing the Atlassian products as a new (and much better) PCB Helpdesk application as well as by demonstrating the PCB IT Helpdesk platform as a use case. During the PCB IT Helpdesk demonstration, basic Jira concepts: Projects, Issues, Workflows, and Custom fields will be explained.
Raiffeisen Bank dd BIH
Head of Central Non-Retail Operations Division
ProCredit Bank DD BiH
More than 10 years of project management and experience in a senior leadership role in Banking field with strong hands-on experience of managing large and complex projects (both SW and non-IT projects). Highly experienced in innovation and change management, business processes optimization and organizational transformation applying standardized tools and techniques (PMI and Agile). PPMO set up expert and PM coach and trainer.
Twenty-five years of experience in specification, design, development, deployment, and maintenance of software applications within different business branches. System and business analysis in the various industry branches: ERP (Accounting and bookkeeping, Fixed assets, Materials management, Warehouse management etc.), Production, Financial sector, Human resources management, Public procurement.
Specialties: Business analysis, Software requirement specification, Logical/Physical database design, Database administration (Oracle, MS SQL Server, MySQL), SQL: Oracle PL/SQL, Microsoft T-SQL, Software development (C#, ASP.NET), BI - data architect (dimensional modeling), ETL development, Atlassian Jira / Confluence administration, Finance and accounting.