Peter Klein Email & Phone Number

Edam, Netherlands

As a member of the Quality & Sustainability department, I Set-up and maintain the Business Process Management and Business Performance Reporting environment to enable creating of a global one way of working. Applying BPM Best practices across operating, managing and supporting processes. The BPM environment links the processes, with quality and continuous improvement.With BPM and having an additional role as internal ISO auditor, I Have insights in almost every department and its processes, Seeing the big picture helps in improving not in silos, but in end-to-end operations.

Purmerend, Netherlands

Next to my professional career I also enjoy photography. Every last week of June I'm part of the photography team of our local cultural festival.See : http://www.flickr.com/photos/reuringfestival/

Amsterdam Area, Netherlands

Hired back from consumer into professional services to join a transformation program that spanned multiple years, to implement a next-gen services environment based on Salesforce service cloud,I was responsible for the transformation of a legacy mobile application into the cloud-based mobile application This was impacting 8,000 customer engineers and was achieved with no degradation in customer service level or NPS. The implementation also drove towards a global set of processes instead of three global regional process sets in Americas, EMEA, and Asia-Pacific.The process of standardization in combination with lean-six sigma techniques led to the true automation of the field delivery operation. The changes and improvements in the field delivery operations had to be agreed upon with all connected process inputs and outputs, like customers, finance, global call centers, regional field dispatch and regional supply chain centers.Typical tasks- Document as-is and to-be business processes (helicopter view down to execution level)- Create and maintain end user documentation - Document user requirements and use cases for business changes- Selecting business requests eligible for tool and/or process change- Rank user requirements based on user-friendliness, ROI, legal requirements- Document requests on tool changes to allow IT to understand the request- Document test scripts - Apply Process quality tools (six-sigma) for continuous improvement of the processes documented

Responsible for global, multi-disciplinary process management and process quality improvement within Consumer Service and Support Organization. Apply knowledge of process design support to provide structured process management and change control within this business spaceAnalyze complex user information flows and needs. Work with the region Service Delivery Operations and customers to evaluate alternative procedural and systematic solutions which most effectively meet needs while maintaining acceptable business standards.Use standard tools and processes effectively and integrate within the function to achieve maximum productivity gains, while meeting the needs of the organization and maintaining proper business controls.Lead remote team of Business Process specialists in India

Business Analyst within HP Technical Services Group IT for the event delivery department.I Was the global SME in Service delivery for the on-site delivery application used by customer facing engineers (CEs). Being both the SME as well as the support lead, the work contained multiple responsibilities, like creating business requirements, testing, training, deploying and last but not least the main contact between support and development of the application.In the IT business analyst team I became expert on the Metastorm Provision (BPM application) product. In addition I also worked on the company wide application support of the provision product, including the server product of Provision, named Knowledge Exchange. As member of a team of IT technologists I was one of the key members on creating an unified environment for Business Process Analysts amongst multiple business area. As the owner of a Metastorm Provision server environmentI provided guidance to end-users across these business units, these were both internal as well as customer facing teams. When required I guided new teams to start using the application, and to continuously updated the guidelines on making the best use of the application within the HP Organization.

Responsibilities- PC Application Support for Contract Administration- Country Program Manager for Corporate Field Automation tool (WOW). Which existed of a notebook with Call Handling and knowledge management tools.Tasks:- Working together with engineering / support desk / local service delivery organization- User acceptance tests- requirements meetings- implementing new versions/applications- setting up Dutch WOW Intranet site- contacts with local Mobile Data provider (RAM Mobile DATA)- setting up a RAM user group together with other Field service organizations (e.g, XEROX)

Besides standard 2nd & 3rd line support, I was assigned to several internal & external projects. Highlights:- For one of DIGITAL it's customers (Bank for dutch communities) , I managed planning, installing and financial settlement, for over 200 sites for their electronic banking application, which existed of a complex configuration with an X25 connection, a smart card and installation/support on Novell environments.- Selected for testing a Field Service application, named Worldwide Onsite Workbench (WOW). Also helped in training and deploying this application suite in the Netherlands.

Last year / Greater part of 1991, I filled successfully a job vacancy for a resource controller.From the end of 1991 I was a PC senior engineer. In this function complex calls (2nd & 3rd line support) were part of my job.From October 1, 1991 P.T.I.S. has been taken over by Digital Equipment CorporationFirst 4 ½ YearsResponsible for Hardware repairs at customer sites. Participated in first Field Automation Project (mobility) as an end user.

Bachelor Of Science - Information And Communication Technology, Ict, Bachelor (Bsc)

Accelerated study, planned to graduate on Bachelor-ICT in late summer/ autumn of 2020. Minor on Data Science. Research thesis on Business.

Mathematics/Physics/Analogue Techniques/Digital Techniques/Telecom/Technology - Graduated 1985

Education record

Project management training (PMI/PMP): - Managing Projects In Organisation - Quality For Project Managers - Risk Management - Scheduling.

Graduated, He1 / He2 / Hp6

Havo, Mathematics/Physics/Chemistry/Economy/English/Dutch Graduated In 1981