Innovation and Leadership: Lead to Cash Process Improvement Project

Sample Answer

Innovation and Leadership: Lead to Cash Process Improvement Project

Introduction

The Lead to Cash (L2C) process is a critical value chain within organisations that manage customer orders and billing for products and services. Efficient operation of this process ensures timely delivery, accurate invoicing, and high customer satisfaction. In the context of Marlink, the ordering and invoicing of antennas and other hardware currently involves manual steps, disjointed departmental responsibilities, and inconsistent data management, which result in downstream errors and operational inefficiencies. This report analyses the current state, identifies pain points, and recommends improvements through process redesign and technology integration, focusing on Dynamics 365 (D365) and Robotic Process Automation (RPA).

Pain Point Analysis of Current State

The As Is analysis highlights several inefficiencies. Manual processes across multiple departments create inconsistencies in data entry, naming conventions, and documentation standards. Staff involved in the process have limited visibility of upstream and downstream operations, which increases the likelihood of errors in order processing, invoicing, and credit notes. The disjointed nature of responsibilities contributes to delays in handling customer enquiries, reduces the speed of processing orders, and impacts the overall customer experience.

Quantitative data provided demonstrates the high volumes of sales, orders, invoices, and credit notes, which amplifies the risk of cumulative errors. Anecdotal evidence from staff interviews also indicates frustration and repeated rework, reflecting low process transparency and unclear accountability.

Process Improvement Recommendations

A redesigned To Be process should focus on standardisation, automation, and centralised visibility. Standardising data entry protocols, naming conventions, and documentation ensures consistency and reduces errors. Cross-functional training and clearer role definitions will enhance staff understanding of the full process flow and reduce dependency on anecdotal knowledge.

Technology solutions such as D365 can integrate order management, invoicing, and customer communication into a single platform, ensuring data consistency and real-time visibility. RPA can automate repetitive manual tasks, including invoice generation, payment reconciliation, and data validation, freeing staff to focus on exceptions and customer engagement. Together, these solutions are expected to reduce errors, improve processing speed, and enhance customer satisfaction.

Business Case for Technology Implementation

A preliminary ROI calculation considers the following benefits: reduction in rework and errors, increased throughput in order processing, and improved customer retention. Cost savings are expected from reduced manual labour and error correction, while additional revenue may arise from improved service levels. The investment in D365 licenses, RPA development, and staff training is justified through anticipated efficiency gains and risk mitigation.

Optimal deployment of staff involves centralising the invoicing function while maintaining local presence for order verification. Staff should be upskilled to manage exceptions, monitor automated processes, and maintain data quality. This realignment ensures resources are focused where they add most value while enabling scalability for future growth.

C Suite Presentation Deliverables

The C Suite presentation should summarise the following:

The redesigned To Be process map, illustrating automated workflows, standardised data inputs, and departmental handovers.

Results from a staff survey highlighting common pain points and areas for improvement.

The business case, including ROI estimates, efficiency gains, and cost-benefit analysis of D365 and RPA implementation.

Recommended organisational structure for the invoicing department, with clear roles and skillset requirements.

Clear next steps, including project timeline, pilot testing, staff training, and full deployment plan.