Dunja Hahn. Profile. Senior Consultant EDUCATION Diploma in business administration (equivalent to Master)

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1 Profile Dunja Hahn Senior Consultant EDUCATION PROFESSIONAL TRAINING 2010 Diploma in business administration (equivalent to Master) 2008 Economic interpreter of the English language 2006 Economic correspondence clerk of the English language 2003 General qualification for university entrance 2015 PROSCI Change Practitioner 2014 PMP (Project Professional), PMI ITIL Foundation GMP (Good Manufacturing Practice) 2013 Communicate for Results Exceeding your s' Expectations: Exceptional Facilitating of Workshops Effective verbal and written communications Understanding Pharma - Sales End-to-End Process Life Sciences Business Process (BPM) Reference Model Training Life Sciences Research & Development Foundation Offering Overview Training Page 1 of 12

2 2012 Inbound Call Center : Performance Metrics for an Inbound Call Center Effective Cross Cultural Communication Six Sigma Green Belt Life Sciences Sales & Marketing Foundation Offering Overview Training Understanding Pharma - Marketing End-to-End Process 2011 SkillBuilder - Financial Statement Analysis Spotlight Series - Agile Segmentation Multichannel CRM The Power of the Pyramid - Structuring an Effective Story Line Problem-Solving: The Antidote to Mental Messing Around Banking Bootcamp 2010 Analyst Consulting University Essentials (Chicago) CRM Bootcamp LANGUAGES German (native language) English (business fluent) CORE SKILLS Latin () Project and Program (PMP) Organizational Change (OCM) Relationship (CRM) Process Analysis and Design Rollout Quality and Requirements Post Merger Integration Sales strategy / Steering Page 2 of 12

3 BUSINESS EXPERIENCE Program and Project Process & Organizational Development Project incl. planning, organization, documentation and controlling Supervision and collaboration in national and international IT-projects Organization and execution of senior management workshops within international projects Definition and implementation of on- and off-boarding processes Development of reporting structures and regular reporting of project status to senior management Definition of responsibilities in the project Development of requirements lists to determine the project scope Development of a change management process Identification and documentation of current processes Defining detailed and consistent end-to-end processes Process description and design for sales funnel management and customer care Execution time analysis (e.g. in dealerships of an international automobile manufacturer in the UK) Evaluation of sales processes and role structures Review and evaluation of customer service processes (e.g. for various business sectors in Latin America) Implementation of alignment workshops Ensuring compliance with centrally defined customer service standards Preparation of technical concepts Control and consolidation of analysis and estimates Development of global rollout strategies (e.g. in order to implement a new website) Identification and analysis of the business requirements of the pilot markets through primary market research (creation of the questionnaire and conducting of the interviews: F2F and telephone) Creation of detailed roadmaps for the integration of different system landscapes Definition of the requirements and quality management process Control and continuous tracking and reporting of change requests Page 3 of 12

4 Definition of Change & Communication strategy Change characteristics assessment, organizational attributes assessment, sponsorship modeling, stakeholder assessments, risk assessments. ADKAR assessments Set up communications plans, sponsor roadmaps, coaching plans, resistance management plans Definition of training plans and materials, development of user guides and training materials Employee feedback assessments and compliance presentations, observation performance reports, user satisfaction surveys, training evaluations Set up Change Checklists, Status reporting on communication, change & training METHODS AND TOOLS Program and Project PMBOK guide MS Project Lean Six Sigma Moderation and presentation techniques Analysis, creativity and representation techniques (Ishikawa, Brainstorming, Mind Maps...) Process Models: V-Model, Scrum ITIL MS Visio Six Sigma Identifying targets / KPIs Environmental analysis (e.g. competitive analysis) Stakeholder Analysis & Risk Analysis Phase planning (definition of phases and milestones) Sequencing and scheduling Definition and implementation of pilots Lessons Learned Analysis Requirement lists Requirement traceability matrix Responsibility matrix QA plan Setting up tracking /reporting structures and tools Page 4 of 12

5 Process & Organizational Development PROSCI Change Methodology Changefirst's PCI methodology (People-Centred Implementation ) Change Characteristics Assessments, Organizational Attributes Assessments, Sponsorship modelling, Stakeholder assessments, Risk Assessments, ADKAR assessments, Sponsorship Assessments Communication strategy & plans, Sponsorship roadmaps, Coaching plans, Resistance management plans, Training plans and materials, User guides and training materials, Change Checklists, Status reporting on communication, change & training Feedback and Compliance Presentations, Observation Performance reports, User satisfaction surveys, Training evaluations,, Corrective Action Plans, Coaching Plans, Resistance Plans Performance Measurement ADONIS INDUSTRIES ARIS Pharma, Banking, Consumer goods, Automotive Page 5 of 12

6 PROJECT EXPERIENCE Organizational Change /Org. Development ongoing Development, establishment and Project management / OCM Internal Arcondis Project Project Manager professionalization of Organizational Change (OCM) within Arcondis to extend the service portfolio and positioning in the market. Project management and coordination Development of unique selling propositions (USPs) in the OCM field for Pharma Exploitation of the potential: piloting and transmission of the OCM services to other customers Construction / extension of the OCM know-how within Arcondis Establishment of the positioning as OCM service provider Establishment of partnerships (e.g. with universities) Conception and development of OCM topics & tools Organizational Development Project management The customer wants to optimize and standardize the performance, customer perception and project management skills of a recently established PMO department. Phase 1 - Global Swiss healthcare company and "white spots" and deriving corresponding Assessment: identification of core competencies Project Manager recommendations for action Phase 2 - Implementation of the recommendations, Rollout & Training Project management and coordination Development and rollout of a project management methodology (including definition of mandatory and job aid documents) Development and implementation of tools and templates Development of training and communication materials Page 6 of 12

7 Conduct training and communication events CVMS Implementation The CVMS (Curriculum Vitae System) project implements a system for Project management / managing the CVs into the existing corporate testing SharePoint. Employer Internal Arcondis Project Business Analyst Definition of test cases and test plan Performing the tests together with the Project Support Development of a communication and training plan / concept for rollout CVMS - Usability testing and recommendations Development of trainings and communication materials Conducting trainings and communication events Facility Deliver an improved system environment for CAFM (improved system processes, business processes, automation, user experience, usability, technology) for client site Life Science Information Global Swiss healthcare company Project Manager Collect and analyze the detailed requirements of the system by interviewing stakeholders, users and process owners Perform a request for proposal (RFP) process in order to select a suitable vendor and software Track the process of vendor assessment in order to qualify the selected vendor to adhere to Roche standards Plan the implementation of the selected CAFM-system and the resources needed Page 7 of 12

8 Global DMS implementation Global implementation of a document management system for submission documents Project management Global rollout and migration coordination Global Swiss healthcare company between all sites and stakeholders (US and Europe) Project Manager Process design (ADONIS) Project planning support, tracking for site readiness, reporting to global rollout lead Identify key stakeholders in the various regions and sites & communications Upgrade evacuation system Objective of the project is to update the hardware and operating system and to move it Project management to the customer's standards (virtualization). Global Swiss healthcare company Project Manager Project management incl. coordination of business, IT and vendors Compiling project documentation according to customer's guidelines (PMM) Conducting solution architecture workshops Order to Cash Operating Model CRM / Process The program aims across all business units to identify global harmonization potential and to define (sub-) processes which can be transferred to the Shared Center. International consumer goods manufacturer Sub-project manager Responsible for the implementation of process alignment and process definition in Latin America Conducting alignment workshops with Key stakeholders in LATAM and the Headquarter Validation of processes, definition of processes to be transferred and countryspecific requirements Page 8 of 12

9 Business Process Life Science Information The customer wants to standardize its business processes on a new SAP platform. The unified platform also provides a way to streamline business processes. German chemical & pharmaceutical company Project Manager and Controlling: project progress, costs, budget, time Conducting workshops Coordination and communication (internal and external) System development / implementation IT Governance / Process As part of a modernization program to guarantee greater customer focus and process optimization, enhanced online functionality for the end user and more efficient support in German governmentowned intermediating credits for bank partners development bank Responsible for the overall project governance IT quality & requirements Requirements and quality management for all sub-projects manager Development of a requirements list to determine the project scope Definition of the requirements management process and responsibilities for change requests Steering / continuous tracking and reporting of all change requests Development and tracking of the Traceability Matrix Multichannel Marketing Life Science Information The customer wants to change its productcentric marketing and sales strategy in a customer-oriented strategy. As part of a multiyear sales and marketing program, a new operating model has been implemented. German chemical & pharmaceutical company Training and Change Page 9 of 12

10 Organizational Change Manager Design and development of training and communication materials Training and coaching of the Sales Reps (account-based and physician-based) Creation of a detailed implementation plan Process design Process / IT Consulting Following a merger and in the course of a transformation program, the customer wants to introduce a new Retail Target Platform to unify its sales activities and reflect on a common platform. By implementing a new application landscape, existing business processes have to German global banking and financial be redefined. services company Definition of functional requirements for an Subject Matter Expert automated sales / revenue recording and forecasting Documentation of as-is processes based on interviews with key stakeholders Conduction of alignment workshops with business and IT departments Status reporting of the overall program Time and motion study Process Overview of existing inefficiencies in sales, identifying opportunities for increasing customer focus and efficiency in the sales process; Analysis of the existing role model Global German (especially in terms of sustainability in the new automobile Future Retail Model) manufacturer in the premium segment Time analysis of the activities of 48 sales Sub-project manager executives as well as interviews with key stakeholders of automotive retailers in the UK Detecting the role differences between the sales in the UK and worldwide distribution (especially France and Germany) Evaluation of sales processes and role structures in terms of the overall marketing strategy of the customer Page 10 of 12

11 Rollout As part of a new digital strategy, the customer wants to implement a new internet platform. IT Consulting Development of a global roll-out strategy to implement the new website initially in prioritized 20 markets and later in 80 other markets Global German automobile manufacturer in the premium segment Rollout & Requirements Manager Development of the "Generic master" concept, which allows a high degree of standardization and a more efficient development and implementation of the website Identification and analysis of business requirements of pilot markets through primary market research (preparation of the questionnaire and deducting interviews: F2F and telephone) Analyzing and prioritizing the 80 other markets Supporting the rollout in the pilot market UK as well as preparation of the rollout in the Netherlands and Germany Sales Funnel Relationship / In connection with the launch of a new subbrand and the introduction of a new multichannel distribution concept, the existing sales structure and the closely related sales funnel management and customer care processes was fundamentally changed. Global German automobile manufacturer in the premium segment Project Manager Development and detailing the sales funnel management and customer care processes Design and construction of a detailed process map and process descriptions Implementation of alignment and business requirement workshops with key stakeholders Page 11 of 12

12 Merger Integration / Migration Integration of IT systems to a common platform in the context of a post-merger with another bank IT Consulting Global banking and financial services company Migration Coordinator Coordination and monitoring of the compilation of the "private client script", which is the most important migration control instrument during the "Big Bang" Planning personnel employment Preparation / conduction of Dress Rehearsals Establishment of control centers Page 12 of 12

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