The problem
As order volume grew, the manual flow started to choke: information lived in silos, each team held one piece, and a single stuck link slowed the whole chain.
The work
I mapped the full lifecycle of an order — from creation to delivery — to find the redundant steps and the waiting points. Then I consolidated data into one source, standardized the steps, and removed the work that added no value.
The outcome
Average handling time per order dropped ~40% — and more importantly, the system stayed stable as volume kept climbing, with less dependence on a few key people.