Torsten Krüger
Senior Advisor
Experience
Sep 2020 - Oct 2020
2 monthsMunich, Germany
Senior Advisor
Alvarez and Marsal
- Sales support for a pitch with an engineering service provider in the automotive sector
- Revising the pitch document and planning the analysis
- Market potential studies for engineering services in the automotive sector
- Analysis support in the engineering department at Syntegon, Crailsheim
- Analysis of the existing planning process and planning activities
- Analysis of the Critical Chain Project Management software used (BEING)
- Analysis of the work preparation process regarding quality-improving measures (to improve the first-time-right factor)
Aug 2020 - Aug 2021
1 year 1 monthFlensburg, Germany
Owner and Consultant
4change Unternehmensberatung Torsten Krüger
- Limited activities due to caring for elderly parents
- Redesign of the website 4change.de
- Association work for the Federal Association of Medium-Sized Businesses (BVMW)
- Research project “Consulting Manifesto”
- Brand ambassador/speaker for AskBrian.ai, conducting webinars and coaching in the Startup Cup for organizational intelligence
- Caring for parents with dementia, father until his passing in 07/2021
- Caring for children in a shared custody model (mother increased work hours)
Dec 2018 - Jun 2020
1 year 7 monthsEssen, Germany
Interim Head of Operations
Livisi GmbH
- Securing transition processes after carve-out
- Leading subproject for operational readiness, including KPI system
- Building process management for B2B partner relations and B2B2C processes for the Livisi ecosystem (using Signavio)
- Handling partner, supplier and customer transitions and crafting carve-out-specific contracts (including SLAs)
- Optimizing supply chain for the Livisi Hub SHC2.0 and moving the warehouse to GSE/Essener Werkstätten
- Introducing ticketing tool and designing online help for the Livisi app in Zendesk for NewHaus and Medion smart home devices
- Managing the support team (service provider & 5 internal staff)
- Managing file and project storage in SharePoint
- Introducing Operational Excellence
- PMO for steering committee and company representatives E.ON/innogy
- Supporting sales & investor search (materials and meetings)
- Conducting “ramp down” project / reintegration into the E.ON/innogy group structure after E.ON acquisition
Jul 2018 - Oct 2018
4 monthsHamburg, Germany
Associate Partner
M-Powr Team GmbH
Mar 2018 - Jul 2018
5 monthsHamburg, Germany
Senior Consultant
mb+p Unternehmerberatung
Sep 2017 - Jul 2018
11 monthsOsnabrück, Germany
Interim PMO
Kaffee Partner
- Analysis of existing project management structure and ongoing projects
- Proposal for project management structure and template set
- Training project managers in project management skills and methods
- Supporting project portfolio management aligned with business strategy and calculating project profitability
Sep 2017 - Feb 2018
6 monthsBerlin, Germany
Project Manager in a Process Optimization Project
GETEC Energie Dienstleister
- Analysis and visualization of existing sales and core processes
- Conducting process/interface workshops
- Designing and visualizing target processes
- Documenting processes in process maps, RACI charts, swimlanes (using MS Visio and Signavio)
- Introducing a process management structure
- Defining requirements for purchasing MS Dynamics as CRM and Signavio as process management software
- Tracking measures from as-is to to-be processes
- Cloud-based online project management using Kanban boards
Sep 2017 - Feb 2018
6 monthsDortmund, Germany
PMO in a Carve-out Project for Smart Home and Data-Driven Business Models
innogy
- Supporting project management & communication
- Maintaining the project plan and tracking activities
- Preparing, moderating and documenting all project meetings and the weekly project review
- Preparing and documenting steering, executive committee and innogy board meetings
May 2017 - Jul 2017
3 monthsBramley, United Kingdom
Senior Consultant
Managementors Ltd.
- Project at Computacenter (06/2017 – 07/2017): Lead analyst for inside sales processes in an international analysis (Kerpen/Ratingen/Frankfurt, Germany)
- Data analysis and performance review in inside sales
- Analysis of sales support systems and tools
- Analysis of the management control system (MCS)
- Comparing processes and MCS with UK and French systems
- Conducting perception studies with employees
- Conducting studies on employee efficiency and active leadership by team leaders
- Conducting meeting audits and management interviews
- Presenting results to the UK parent company
- Project at Computacenter (05/2017 – 06/2017): Project manager in a training/coaching program in onsite service (Berlin/Stuttgart/Karlsruhe/Bremen/Kerpen, Germany)
- Reviewing planning software use to optimize customer contacts
- Analyzing planning processes and matching with planning software
- Analyzing reporting at locations
- Training leaders and schedulers in active leadership, short-interval control, reporting and planning, including on-site coaching
- Data studies on site performance
- Assessing leadership skills and employee efficiency
- Presenting results to the UK parent and German management
Feb 2017 - Apr 2017
3 monthsBad Homburg, Germany
Senior Consultant
GP+S Consulting
- Project manager for the carve-out of private customers from Versatel Telekommunikation within 1&1 Telekommunikation (Karlsruhe/Flensburg, Germany):
- Process and organizational preparation for selling private customers to 1&1 Telecommunications SE
- Creating accompanying communications – hotline, banners, mailings
- Supporting a campaign to transfer customers to new tariffs
- Redesigning self-service tools and online customer portal
- Analyzing marketing and CRM processes
- Tracking processes from last year’s brand transformation
Oct 2016 - Dec 2016
3 monthsSchaffhausen, Switzerland
Senior Consultant
Maine Pointe Europe
- Communications officer in a change project at VAC Vakuumschmelze (Hanau, Germany):
- Developing a communication strategy for employee communications with HR head
- Advising HR on engaging the works council and negotiating a works agreement for site security
- Moderating weekly project meetings
- Preparing internal and external presentations and reports for the steering group and company owners (Apollo/Vectra investors)
- Tracking delivery of project team work packages and coaching in change communication
Aug 2016 - Aug 2016
1 monthDüsseldorf, Germany
Senior Consultant
Hitachi Consulting
- Analyst for a Lean Excellence analysis at LEONI Kabel (Stolberg/Aachen, Germany):
- Analyzing the quotation process
- Analyzing employee efficiency and managers’ leadership behavior (through studies)
- Identifying optimization potential
- Tracking measures
May 2016 - Jul 2016
3 monthsBad Homburg, Germany
Senior Consultant
GP+S Consulting
- Project manager for the rebranding of Versatel Telekommunikation within 1&1 Telekommunikation (Karlsruhe/Kiel/Flensburg, Germany):
- Organizational and process integration of Versatel and KielNet into 1&1 Versatel
- Creating accompanying communications – hotline, banners, mailings
- Defining customer retention measures for Versatel and KielNet clients
- Adjusting self-service tools and online customer portal
- Adjusting marketing and CRM processes
- Closing shops
- Project and program management
Dec 2015 - Apr 2016
5 monthsDüsseldorf, Germany
Senior Consultant
Hitachi Consulting
- Project manager in a sales excellence project for the precision strip steel mill at Outokumpu (Schalksmühle, Germany):
- Restructuring the sales organization including defining roles and responsibilities, change management
- Re-segmenting the customer base
- Implementing a management KPI system
- Introducing a CRM system with SAP Cloud for Sales
- Supporting campaign management
- Increasing revenue by 15%
- Improving internal workflows, resource allocation, interface management, order processing
- Conducting training on leadership tools, reducing downtime and 5S workplace organization
Jul 2015 - Sep 2015
3 monthsLondon, United Kingdom
Program Manager
Libra Europe Consulting
- Supply chain project at WEGO Baustoffhandel (Hanau, Germany):
- Supporting sales negotiations for a multisite project
- Analyzing the UK sister project to prepare a German roll-out with warehouse optimization and site restructuring
Oct 2013 - Jun 2015
1 year 9 monthsBramley, United Kingdom
Senior Consultant
Managementors Ltd.
- Project: Process analysis for introducing an SAP solution for automated resource planning and allocation of field service technicians at Computacenter (05/2015 – 06/2015, Hatfield, UK and Kerpen, Germany)
- Management interviews at all leadership levels
- Data analysis and performance review
- Analysis of the management operating system
- Analysis of SAP specifications and processes
- Reviewing project initiatives and presenting results
- Project: Efficiency improvement for global infrastructure operations at Computacenter (01/2014 – 02/2015, Kerpen/Erfurt, Germany)
- Senior project manager, leading a team of 2 consultants
- Implementing a new management operating system
- Implementing new forecasts, planning, planning guidelines, KPI systems, review processes
- Creating and implementing complaint management processes
- Training an internal MOS manager
- Training staff on the new MOS
- Developing and documenting onboarding processes for new managers and team leaders
- Coaching new and experienced leaders
- Improving meeting structure and efficiency
- Revising the data protection agreement, supporting negotiation of a new works agreement
- Project: Process analysis and efficiency improvement of the company-wide service desk at Computacenter (10/2013 – 11/2013, Berlin/Erfurt, Germany)
- Analyzing ITIL ticket process, planning and scheduling process and complaint management process
- Presenting analysis results and recommendations to German management
Nov 2012 - Sep 2013
11 monthsLondon, United Kingdom
Senior Project Manager
ANPRO Ltd.
- Project: Multisite project management to improve delivery service efficiency for Berendsen large laundries (04/2013 – 09/2013, Glückstadt, Germany)
- Senior project manager, leading a team of 4 consultants, including recruiting and training 2 trainees
- Standardizing Operational Excellence tools across branches
- Improving capacity utilization through integrated workflows
- Implementing production and resource planning system
- Optimizing delivery service through better routing and ordering
- Optimizing complaint management, increasing customer frequency and visit rhythms
- Project: Restructuring to boost productivity for an industrial laundry of Berendsen (11/2012 – 02/2013, Erbach, Germany)
- Project management, leading another consultant
- Implementing quality standards, reporting processes and KPIs, meeting structures, customer care
- Training leaders and team leads to improve employee satisfaction, company identification and reduce absenteeism
- Designing new production and packaging processes
Sep 2011 - Oct 2012
1 year 2 monthsBramley, United Kingdom
Senior Consultant
Managementors Ltd.
- Project: Multisite project management to improve facility management services for Johnson Controls within Swisscom (03/2012 – 10/2012, Zurich/Bern/Basel, Switzerland)
- Project design and management for German-speaking region
- Implementing a management operating system with simple, standardized and integrated processes, effective interfaces and efficient meeting structures with priority and action planning
- Implementing a resource planning model
- Training management on new MOS, KPIs, leadership and coaching approaches
- Stabilizing organization while reducing headcount
- Project: Operational analysis to improve technical service performance at Johnson Controls Facility Management (10/2011 – 11/2011, Zurich, Switzerland)
- Management interviews and workplace observations
- Process and organizational analysis for contracts, planning, spare parts and maintenance, profit and loss analysis
- Analyzing efficiency of supervisors, employees and subcontractors
- Project: Operational analysis to improve Stannah Lifts services (09/2011 – 10/2011, London, UK)
- Management interviews and workplace observations
- Process and organizational analysis
- Analyzing efficiency of supervisors and employees
Sep 2009 - Sep 2011
2 years 1 monthLondon, United Kingdom
Management Consultant/Business Analyst
ANPRO Ltd.
- Business process optimization in customer interfaces for Berendsen large laundries (Glückstadt, Germany):
- Analyzing and designing business processes and deriving system and organizational optimization measures: order intake, order processing, document management
- Developing methods, quality standards and reporting
- Improving efficiency
- Selecting and recruiting leaders
- Leading customer service and field service projects
- Building a call center, reorganizing front and back office
- Contributing to production and logistics optimization
- Supporting CRM software selection (Salesforce)
- Project office, planning and preparation
- Web-based project management and control
- Supporting introduction of a new CRM system and complaint management, improving inventories
Aug 2008 - Aug 2009
1 year 1 monthPforzheim, Germany
Recruiter: Recruiting leaders and experts in product, project, quality, process management
go fast forward Personalberatung
- Client coordination and contact
- Creating job and search profiles, and project briefing
- Direct approach to suitable candidates
- Candidate selection and presentation
Apr 2008 - Oct 2008
7 monthsFlensburg, Germany
Helpdesk Organization Builder
Daarwin Qualitätsmanagementsoftware
- Analyzing and recommending sales, telephony and telemarketing processes
- Analyzing and recommending software support
- Selecting staff and reorganizing
- Optimizing the call center and introducing a helpdesk
- Advising on CRM software expansion
Sep 2007 - Mar 2008
7 monthsUrsensollen, Germany
Sales Consultant
sheepworld AG
- Market launch of Sheepworld greeting cards in Denmark
- Preparing and running the booth at Formland gift fair in Herning (DK)
- Designing a mailing campaign
Dec 2006 - Aug 2007
9 monthsSales Consultant
Werbeagentur Boockhoff
- Sales projects in art and gift items
May 2006 - Sep 2006
5 monthsMagdeburg, Germany
Head of Sales Department
TS TeleMarketing Service GmbH
- Key account manager for mail-order business
- Responsible for outbound campaigns to reactivate customers
- Planning optimization
- Operational responsibility (2 call centers)
Jul 2003 - May 2006
2 years 11 monthsStuttgart, Germany
Head of Customer Service Department
Vodafone D2 GmbH
- Department responsibility including budget
- Managing up to 500 employees (350 direct reports, 150 functional reports) and 28 managers
- Improving operational metrics, e.g. calls and active sales
- Responsible for technical back office including escalation management
- Introducing UMTS video customer support
- Leading and setting strategy for business customer service
- Introducing service managers and segment-based service
Apr 2001 - Jun 2003
2 years 3 monthsWismar, Germany
Branch Manager
telegate AG
- Branch responsibility with authority and budget
- Managing 440 employees and 20 managers
- Taking over foreign directory service including business transfer
- Building an all-in-one directory and SMS directory
- Removing one management layer and optimizing span of control
- Resource optimization and reducing 100 staff and 7 team leads, redesigning call center & space optimization
Dec 1999 - Mar 2001
1 year 4 monthsSaarbrücken, Germany
Head of Internet Service
debitel AG
- Managing 20 employees and 4 managers
- Responsible for customer support of debitel.net & berlin.de
- Introducing email management
- Introducing a customer support chat
- Building second-level support for mobile internet access
- Designing and developing an internet strategy
May 1999 - Nov 1999
7 monthsSaarbrücken, Germany
Call Center Manager Technical Support
AOL Bertelsmann Online GmbH
- Responsible for technical customer support, including budget
- Managing 160 employees and 9 managers
Jun 1996 - Apr 1999
2 years 11 monthsPadborg, Denmark
Call Center Manager
Telemarketing Services A/S (Quelle GmbH)
- Branch management, including budget, balance sheet and annual report
- Managing 300 employees and 15 managers
- Responsible for customer support of Danish Quelle export customers, including warehouse and billing
- Project manager for introducing new ACD software and planning software in all Quelle call centers
Apr 1996 - May 1996
2 monthsPadborg, Denmark
Team Leader
Telemarketing Services A/S (Quelle GmbH)
Jun 1993 - Mar 1996
2 years 10 monthsPadborg, Denmark
Telephone Clerk
Telemarketing Services A/S (Quelle GmbH)
Summary
Leading consulting projects (also remote and across multiple locations, including personnel management)
Change management, optimization, restructuring, implementations/roll-out
Introduction of Lean Management & Operational Excellence
Conducting process analyses, including machine and employee studies
25 years in management
Managing up to 500 employees
14 years successfully self-employed
10 years in the CRM field
10 years with service providers
11 years in management consulting for internationally leading firms in your segment
Industries: Energy, telecommunications, IT services, steel, mechanical engineering, facility management, large laundries, services
Areas: Production, maintenance, sales and logistics, HR, organization, processes, all types of service (call center, helpdesk, back office, field, facility, textile and food service)
As a consultant, I can only be as good as the improvements my clients achieve through my support
Languages
German
NativeEnglish
AdvancedDanish
IntermediateSpanish
Elementary Certifications & licenses
Eigenland® facilitator for intuitive team analyses/interviews
LEGO® SERIOUS PLAY® facilitator
Serious Work
Playmobil pro. facilitator
play serious Akademie
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