Diane de Haan

hospitality and events management

restaurant cuisine du monde

digitalisation projects project manager

implementation and accompanying the company cultural change and organisation transformation. development of products portfolio employee experience customer experience process design and improvement development and implementation of trainings portfolio and integration in hr tool communication

Services company - Team 15 people operations support services Set up, organisation and implementation of the new department monitoring / reporting / incident management /change management /problem management people management and team building coaching

Drawing the situation ASIS Meetings with the key players and definition of the key area for improvement Developping the new processes and implementation with KPIs and continuous improvement Project manager to the developpement and implementation of ERP system for customer journey (track customer service) ETOM Developpement of sharepoint project and centralisation information for all players (+ update process and R&R + training)

telecommunications company coach implementation to board of directors for information security status and corrective actions

Team achievement : ISO 20000 implementation & certification of the IT suppport department Implementation of ITIL processes Implementation control plan/permanent controls (operational risks management) Basel II recommendations. Operational Project management technical capacity management Process Manager Information Security Management, Technical Capacity Management, Incident Management & Problem Management (Development of processes, procedures, optimization and implementation - Restructuring/optimisation of processes) International & Intercultural Process Improvement and Implementation Cross border operations strategy alignment & implementation Lean Project management: optimistation of call center call handling and call reassignment minimisation

Process Mapping on Brown Paper Brown Paper Critics Sessions Risk Matrix Formalisation Visio Formalisation Improvement Tracks Recommandations

Reorganisation call center <500 000 calls/year Analysis of logic of call taking/competencies analysis/time to answer/time to dispatched action - deliverable: blueprint optimized organisation and KSFs.

Analysis maintenance management & structure

Aerospace equipment manufacturer - Project Implementation Manager • Analysed process efficiency and developed solutions for the purpose of operational organisation restructuring: o Human Resources o Production planning o Request for Quotations o Maintenance 05/2004 – 06/2004 Aerospace equipment manufacturer – Analysis Belgium Consultant • Analysed the organisational processes efficiency • Analysed the project management structure • Identified potential savings of 84 Full Time Equivalent

02/2004 – 04/2004 Water supply company - Project France • Contract extension to the project dated 11/2003-02/2004 • Implemented the in-house operations planning software in 6 sites • Developed and implemented the communication structure with the client’s national Project Manager • Planned & coordinated the national implementation of the system • Developed and implemented a management toolbox to follow up on operations • Developed training materials on workload planning and time management, and trained client staff on 6 sites (30 people) 11/2003-02/2004 Water supply company - Project France Project Manager • Analysed and redesigned the operational processes & operational management • Analysed and redesigned the field work planning processes • Formalised the designed processes using Microsoft Excel and Visio • Redefined the functional requirements for the implementation of in-house operations planning software • Presented the target process to the Regional President • Analysed, developed and implemented Best Practices for operations and field work planning • Implemented the solutions on 4 sites covering a 150-kilometer radius

Public hospital Management Consultant • Analysed the purchasing organisation; Roles & Responsibilities (R&R) • Analysed the purchasing processes • Analysed the existence of purchasing mapping • Analysed the purchasing negotiations planning (existence, contents, R&R)

Foodstuff producer Project Manager • Analysed the purchasing department staffing and proposed restructuring • Developed and implemented the new purchasing department structure • Coached various company departments’ line managers on purchasing. (5 people) • Coached the purchasing department staff on key negotiations • Implemented a communication structure between management and the manufacturing facility (200km distance)

Project manager • Requested by the client personally to perform the audit follow-up on the project (11/2002-01/2003) • Coached all 10 company directors in meeting management, assertiveness, process presentation and argumentation

01/2003 – 02/2003 Telecommunications - Analysis Poland Senior Consultant Lublin & Warsaw • Coached and trained a team of 3 Polish external (EPI) consultants in change management and process analysis methodology in Warsaw • Work floor coaching of 4 internal (client) consultants on analysis methodology in Lublin • Analysed stock value, stock management, reporting, and materials tracking system 11/2002 - 01/2003 Telecommunications - Project Poland Project Manager • Restructured the project management process • Reorganised the management organisation and reporting system • Developed and implemented the projects monitoring process and tools 10/2002 – 11/2002 Telecommunications Poland Senior Consultant • Managed a team of 4 Polish external (EPI) consultants • Identified and analysed “invisible” client accounts (accounts receivable) representing a total of €250,000 and developed & implemented a management tool for the recovery & follow up of accounts receivable • Analysed client satisfaction and retention and developed & implemented a management tool and procedures for follow-up and corrective action

Management Consultant • Mapped the purchasing organisation • Developed negotiation training • Coached client staff on negotiation rounds (15 people) • Analysed supplier and purchasing strategies • Redefined and implemented a new purchasing strategy and management tools

Insurance broker Management Consultant • Business Analysis of administrative processes • Analysed the way of working for 8 agencies and branch offices • Analysed the Best Practices and implementation potential of a uniform national organisation