Process Optimisation at Vaisala: Over 40% Improvement Opportunity on Service Levels
Vaisala, a global leader in weather, environmental, and industrial monitoring technologies, offers a specialised service process where customers can send their devices back for calibration, maintenance and repair. We supported Vaisala in process development, and our data-driven process insights enable improving on-time delivery estimates, boosting customer satisfaction and reducing overall lead times.
“Vuono Group exceeded our expectations. Their speed, professionalism and know-how in process development have been very helpful for our team. Their business-focused approach has not only highlighted key areas for improvement but also equipped our teams with the knowledge to drive continuous progress moving forward.”
The Business Engineering Challenge
The service delivery process is fundamental to Vaisala's commitment to its customers, but gaining a unified, real-time understanding of the entire end-to-end process proved challenging due to reliance on multiple, disconnected systems.
The fragmented systems hindered the identification of concrete areas for process improvement.
Despite well-defined workflows, pinpointing where to focus efforts and addressing the root causes of delays proved difficult.
The Solution
Our approach centred on providing Vaisala with clear, actionable insights that directly translated into business benefits. We collaborated closely with their global process owners and development teams to identify key areas impacting their strategic goals.
Here’s how we helped:
Building a tailored Object-Centric Process Mining (OCPM) model: We covered the service delivery process from order creation to invoicing, capturing data flows across multiple source systems. This comprehensive model with selected objects and events enabled end-to-end visibility and supported in-depth analysis with Celonis.
Developing targeted dashboards for selected improvement areas: We supported daily operational work and provided actionable insights for the teams. For example, identifying unwanted behaviour in the process, improving data quality by monitoring key data fields and using internal benchmarking to improve the Service Center’s operations.
Building business cases to drive further enhancements with the process data: Process owners and development teams from around the globe were engaged throughout the project, ensuring diverse insights and alignment.
Key Achievements
Enhancing customer satisfaction through premium service levels: Process analysis identified over 40% improvement opportunities in service level commitments, revealing master data-driven delivery inconsistencies across product groups and highlighting the potential to enhance delivery time accuracy and overall service performance through targeted data management improvements.
Identifying a 20% Lead Time reduction opportunity: Process analysis revealed concrete improvement opportunities with the potential to reduce lead time by up to 20% in the service delivery process. These insights provide a strong foundation for future initiatives aimed at accelerating throughput and enhancing operational responsiveness.
Process mining tool deployment: Celonis was successfully implemented in the service delivery area to gain full visibility into current operations. This setup enabled the identification of key inefficiencies and improvement areas, establishing a data-driven baseline for future process development.
Training teams to continue the journey with process development: Users were onboarded and trained on the new process development capabilities, equipping them with the skills to explore and monitor process performance independently. Clear guidance for future development was also provided, ensuring that the organisation is well-positioned for the future.
About Vaisala
Vaisala is a global leader in measurement instruments and intelligence for climate action. They provide devices and data to improve resource efficiency, drive energy transition, and care for the safety and well-being of people and societies worldwide. Founded in Finland in the 1930s, today Vaisala employs close to 2,500 experts, has offices in 18 countries and clients in 150 countries.