Work Process Improvement

The client struggled with a continuously growing backlog of data that required manual importing, despite several earlier attempts at resolving the issue. The core challenge was a lack of clarity around the existing work process, limited visibility into bottlenecks, and insufficient communication between operational teams and development.

iwow started with a structured investigation of the client's work process to identify the root causes behind the growing backlog. This included running full-day workshops with the team to review current processes, systems, issues, and ways of working. Through interviews and direct observation, the end-to-end workflow was mapped and an issue tree was built highlighting all bottlenecks.

Based on these insights, a transformation plan was designed and implemented:

• Defined new and improved work processes
• Introduced additional automations to remove manual effort
• Established a structured issue-reporting process between the team and developers
• Aligned responsibilities and routines to ensure smoother collaboration
• Supported the team through implementation, education, and follow-up

• Backlog of 6,000 delayed projects completely eliminated within two months
• 50% reduction in lead time per project
• 100% increase in delivery capacity for weekly incoming data
• Improved collaboration and communication between operational and development teams
• Clearer processes and sustainable ways of working preventing future backlog buildup