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Backstage: Process Management

"Well-structured and solid processes are the cornerstone of a successful enterprise."

Beate, Department Manager Process Management Customer Relations | Anton Paar GmbH

In process management at Anton Paar, we work with ERP (“enterprise resource planning”) and CRM (“customer relationship management”) systems on a day-to-day-basis. We define and implement key processes globally, together with specialists from all the departments, and offer training and support for the users of these systems worldwide. Different circumstances at our subsidiaries around the world pose challenges that we solve as a team, as team spirit and taking responsibility are key for us. This responsibility also includes the realization of and compliance with processes on a global scale. This is why monitoring is part of our regular activities. To guarantee process conformity globally we cooperate closely with key users in our sales and our producing subsidiaries. According to defined key indicators we review the processes at regular intervals. If we face any problems we have to make sure they are solved. In doing so, we sometimes encounter and have to deal with resistance – so clear communication and perseverance are indispensable assets when working in process management at Anton Paar.

Innovation and diversity instead of dull office routines – new trends in IT and Anton Paar’s continuing globalization also influence our internal business processes. With optimization projects we strive to simplify the daily routines of our colleagues and to gain an increase in efficiency. Projects in this area include, for example, launching a new app for our sales representatives or simplifying the offer process. This variety enables me to grow and learn new things. Just one example: Right now in process management in the Customer Relations department, we are working on the definition of a new project to improve our service process together with our “Internal Service Management”. The goal is to simplify the sales of service contracts and the representation of maintenance activities in our CRM and ERP systems. This requires cross-process and cross-system knowledge as well as coordination at several interfaces.

My education in software development and economics forms a strong foundation for my work in the field of process management. Analytical and solution-oriented thinking are also essential. Interesting and diverse activities, exciting projects with an international focus, and the possibility of actively helping to form global processes make Anton Paar a great place for me to work.