Marlink is a Satellite Communications Managed Services Provider (www.marlink.com). Connecting customers in remote areas to the internet and voice communications
Innovation and Leadership Industry Project Sponsor Request for Service Note: Please don’t use this organisation as an example in any academia papers or case study examples. Thanks
Organisation Context:
Marlink is a Satellite Communications Managed Services Provider (www.marlink.com ). Connecting customers in remote areas to the internet and voice communications. Our customers range from Governments, NGOs, Shipping and Energy companies through to super yachts and cruise ships.
The project sponsor, is the Global Process Owner for Order to Cash and has just taken on the Invoicing Team as part of a wider transformation.
Service Context:
What is the nature of the issue you want the project group is explore?
This project is centered within Marlink’s Lead to Cash value chain, specifically the processes around the ordering and invoicing of the antennas and other hardware our customers buy or lease from us. The process is disjointed, involves numerous people who have limited knowledge around the issues that arise and the associated errors they make cause downstream. Each department has manual processes, resulting in inconsistent data/naming conventions.
What outcomes are you hoping to achieve?
A document with a Pain Point Analysis of the As Is (a document will be provided with Current State to assist)
Identification of process improvements to:
Reduce errors and rework
Increase speed of processing enquiries and orders
Improve our customer’s experience
3. Recommendation on potential technology solutions using Dynamics 365 (D365) and robotic process automation (RPA), including a business case for funding. The audience for the business case is the CSuite.
Project considerations:
Is there specific data students will be provided with?
Students will be provided with:
As Is Process Map
Desired End State Best Practice KPIs
Volumes and Values of Sales, Orders, Invoices and Credit Notes
How will the students know they are achieving your expectations as a client?
If they surface issues using data that we believe but only have anecdotal evidence for.
If they can provide clear ‘next steps’.
There are three concrete deliverables as outlined above.
This is not about generating a ‘vision’ it is about taking the As Is and then creating a To Be , supported by a business case with clear ROI.
Deliverables (expected outputs)
A minimum standard in terms of expected deliverables, including a report and presentation.
Final Report
Presentation at C Suite Level (maximum 6 slides)
To include:
Process Maps – To Be
Survey of staff in the process (digital sourcing)
Business Case Calculation to fund improvement
Advice on optimal locations and skillsets of staff in the Invoicing Department
Example Answer
1. Introduction
Marlink is a leading Satellite Communications Managed Services Provider, offering connectivity solutions to customers operating in remote locations. These customers include governments, NGOs, shipping and energy companies, as well as luxury yacht and cruise ship operators. The project sponsor, serving as the Global Process Owner for Order to Cash, has recently taken charge of the Invoicing Team as part of an ongoing transformation initiative.
This project focuses on Marlink’s Lead to Cash value chain, specifically addressing inefficiencies in the ordering and invoicing of antennas and related hardware. The current process is fragmented, involves multiple stakeholders with limited knowledge of associated challenges, and suffers from frequent errors that impact downstream activities. Additionally, manual processing across departments results in inconsistent data and naming conventions, further complicating efficiency and accuracy.
2. Pain Point Analysis – As-Is Process The current ordering and invoicing processes exhibit several key inefficiencies:
Fragmentation and Lack of Process Ownership: Multiple departments handle different aspects of the process, leading to knowledge gaps and miscommunication.
Manual Processes and Data Inconsistencies: Data entry is prone to human error due to a lack of automation, causing discrepancies in invoices, orders, and records.
Processing Delays: Bottlenecks in approvals and manual interventions slow down order processing and customer response times.
Customer Experience Issues: Errors in invoicing result in customer disputes, increased support queries, and potential revenue leakage.
Continued...
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