Jacques Ibebe

I support my clients in improving their performance, by linking people and systems, in order to sustainably achieve the commitment and involvement of everyone (employees, managers, and leaders) and by establishing a culture and practice of Continuous Improvement. My areas of action within EHV: I support my clients in improving their performance, by placing people at the heart of the system, in order to sustainably achieve the commitment and involvement of everyone (employees, managers, and leaders) and by establishing a culture and practice of Continuous Improvement. My areas of support within EHV:

- Diagnose alignment with strategy or purpose within the company

- Deploy your strategy or purpose

- Maximize customer perceived value

- Understand the field to make it effective

- Improve the quality of products and services

- Get it right the first time

- Reduce production and delivery times

- Identify and reduce true costs

- Improve or ensure safety

- Develop and respect people

- Develop problem-solving culture

- Create the right processes I am also a trainer within EHV and we are Qualiopi certified. We offer tailor-made or catalog training in the following areas:

- Operational Excellence or Continuous Improvement

- Management (and remote management)

- Quality of Work Life

- Workplace Safety

- On-the-job training

I support my internal clients (establishment directors) towards a more efficient production system through operational excellence tools. Namely, a system that aims to improve service quality, customer satisfaction, productivity, and reduce costs, while acting on production, management, and the posture of the actors. I particularly help create the conditions for developing team autonomy in detecting and solving problems as soon as they arise. To do this, I intervene in particular to

- give meaning back to the work of operational staff by clarifying the purpose of strategic choices

- co-facilitate problem-solving workshops or improvement projects

- analyze and add value to flows and processes,

- make processes visible and immediately detect problems

- train on the fundamentals of operational excellence and particularly on PDCA

- develop visual management

- accompany leaders and directors on the ground (Gemba Walk)

I worked with customer relations management departments and partners to place the customer at the heart of the Colissimo strategy and mobilize around them. This, with the following objectives:

- improve customer experience and satisfaction

- ensure employee skill development

- retain customers and employees

- reduce contact repetition and lower the costs of poor quality I helped, among other things, to implement a new mindset: customer culture. Some actions that yielded results:

- selection, training, and monitoring of customer relations service providers

- implementation of customer satisfaction measurement and other customer experience indicators

- management by customer complaints

- learning to view consumption and service delivery

- optimization of customer journeys by reducing customer effort

- implementation of the symmetry of attention

- training of Quality and Customer Relations trainers...