Richard Koning Email and Phone Number

The NFI is the national forensic institute in the Netherlands and a worldwide leader providing innovative and reliable forensic services and tools with a broad customer base both nationally and internationally. The Front Office links the NFI to its customer base through:* marketing and product management* sales and contracting* consulting* first line response (mobile forensics team) and CSI oriented forensics* logistics and administration* after-salesAt the time the NFI struggled with huge backlogs, long lead times, misfitting product portfolio and poor customer relations. Responsible for improving customer satisfaction and transforming the NFI into a customer-oriented organisation with best-of-class performance and custimer service, and with a strong national and international presence. Implemented a new Front Office of approx. 80 employees, concentrating all customer interaction. Drafted an agenda for improvement and led the change process. Areas covered were customer relations, performance management (including quality of service) and international marketing and sales (including management of product portfolio and business development). Backlogs were slashed, lead times dropped bij 90%, and customer satisfaction rose from 4 to 8.

The Digital Technology and Biometrics department of the NFI conducts forensic investigations and research in the fields of electronics, software, networks, video, audio, documents, handwriting, fingerprints, (artificial) intelligence and forensic statistics. The department employs appr. 100 people. Responsible for general management, drafting the business strategy, building the organization from appr. 18 to 100 employees, developing a sound business portfolio and an innovative R&D program, and securing sufficient third party funding.

Ordina's Technical Business Solutions unit specializes in Technical Automation consultancy, project management, and new product development, aimed at the industry leading organizations in the Trade, Transport and Industry and the Utilities, Telecom and Media sectors. The unit was later absorbed in Ordina UTM Software Development Services. Responsible for general management, building and expanding this unit towards approx. 40 professionals (with offices in Delft, Eindhoven and Bilthoven), and developing a sound customer base and order portfolio, while achieving an above average profitability.

High Tech Automation is widely acclaimed as the leading provider of embedded (TA) software services in the Netherlands, specifically aimed at high-tech companies. Roles progressed from projectmanager, technical manager, manager competence development, towards (finally) manager consultancy.