Chapter 01
The Audit
6 weeks embedded with your operations team. 12 people interviewed across 5 departments. 6 systems accessed. Every workflow documented, every friction point categorized, every gap quantified.
6-Week Engagement Timeline
Week 1
Operations Leadership
Mar 3
Kickoff + Scope Alignment
Carlos Moreau · CEO + COO
SAPHubSpot
Mar 4
Order-to-Cash Full Shadow
Laura Girard · COO
SAPExcelGoogle Workspace
Mar 5
Inventory Reconciliation Workflow
Marc Thierry · Warehouse Lead
WMSSAPExcel
Mar 6
Approval Bottleneck Mapping
David Ribeiro · Finance Controller
SAPExcel
Mar 7
Customer Escalation Routing
Céline Bonnet · CS Team Lead
HubSpotSlack
Week 2
Department Deep Dives
Mar 10
ERP Data Flow Review
Pierre Fabre · IT Lead
SAPWMSGoogle Workspace
Mar 11
Manual Reporting Audit
David Ribeiro · Finance Controller
SAPExcel
Mar 12
Cross-Department Handoff Mapping
Sophie Laurent · Ops Manager
SAPSlackExcel
Mar 13
Exception Handling Shadow
Marc Thierry · Warehouse Lead
WMSSAP
Mar 14
Integration Gap Analysis
Pierre Fabre · IT Lead
SAPWMSHubSpot
Week 3
Internal Analysis
Mar 17
Exception Pattern Analysis
SAPExcel
Mar 18
Cross-System Data Flow Mapping
SAPWMSHubSpotExcel
Mar 19
Time Allocation Study
Mar 20
Process Map Construction
Mar 21
Conformance Gap Analysis
Week 4
Internal Analysis
Mar 24
Automation Opportunity Identification
Mar 25
Tribal Knowledge Documentation
Mar 26
Implementation Roadmap Design
Mar 27
ROI Modeling + Business Case
Mar 28
Internal QA
Week 5
Synthesis
Mar 31
Deliverable Assembly
Apr 1
Cross-validation with Department Leads
Sophie Laurent · Ops Manager
Apr 2
Final QA + Review
Week 6
Handoff
Apr 3
Pre-Handoff Review
Carlos Moreau · CEO + COO
Apr 4
Final Handoff + War Map Delivery
Carlos Moreau · CEO + COO
What We Heard
“
“When I’m out sick, nobody knows how to run the monthly close. That terrifies me.”
David Ribeiro, Finance Controller
“
“I spend my first hour every morning just figuring out what happened overnight. By the time I know, it’s too late to act.”
Laura Girard, COO
“
“We have six systems but zero single source of truth. Everyone has their own version of reality.”
Pierre Fabre, IT Lead
“
“I approve 40 purchase orders a week. Most of them I just rubber-stamp because I don’t have time to review them properly.”
Carlos Moreau, CEO
“
“The WMS export script? I wrote it 3 years ago. It’s on my laptop. No one else knows it exists.”
Marc Thierry, Warehouse Lead
Team Members Interviewed
CM
Carlos Moreau
CEO · Executive
LG
Laura Girard
COO · Operations
DR
David Ribeiro
Finance Controller · Finance
SL
Sophie Laurent
Operations Manager · Operations
MT
Marc Thierry
Warehouse Lead · Logistics
CB
Céline Bonnet
CS Team Lead · Customer Success
PF
Pierre Fabre
IT Lead · Technology
RA
Rita Alves
AP Specialist · Finance
JC
Jorge Castillo
Logistics Coordinator · Logistics
LF
Lucia Ferretti
AR Analyst · Finance
TA
Tom Andersson
Procurement Lead · Procurement
VK
Vera Koch
HR Manager · Human Resources
Systems Accessed
HubSpotCRM
Automatic
Customer pipeline connected. Data flows in automatically.
SAP ERPPrimary ERP
Broken
Action needed3 of 6 integrations disconnected. Manual workarounds active.
ExcelOperational Layer
Manual
Action neededUsed across all departments. Close checklists, reconciliation, reporting.
Google WorkspaceCollaboration
Automatic
Docs and Drive in use. No structured data extraction.
WMS (Infor)Warehouse Management
Manual
Action neededNo ERP sync. Daily CSV export by Marc.
SlackCommunication
Automatic
High volume. Decisions made here are not captured anywhere.
Automatic
Manual
Broken
Next Chapter
The Findings