Business Consulting
Operational Excellence Consulting
Use process data, lean methods and targeted automation to remove waste from core operations and make improvements that last.
Run Core Processes Faster, Cheaper and with Fewer Errors
Order-to-cash, purchase-to-pay, customer onboarding, claims handling and service delivery determine how quickly customers are served and how much each transaction costs. Over time these processes accumulate workarounds, duplicate approvals, re-keying between systems and exceptions handled by email. Managers sense the inefficiency but often lack objective data on where time and effort are actually lost.
Hanoi Technology brings evidence and engineering to process improvement. We use process mining on event data from your ERP, CRM and ticketing systems to see how work really flows, apply lean and Six Sigma methods to redesign it, and implement automation, workflow tools and KPI dashboards so gains are measurable and sustained.
The Challenge
Obstacles to Operational Efficiency
Most organizations know their processes could be better; the challenge is knowing where and how.
Processes Nobody Can See End to End
Each department knows its own steps, but no one has a complete, data-based view of how cases flow across teams and systems, or where they wait.
Exceptions Becoming the Norm
Rework loops, manual price changes, missing data and approval escalations consume a large share of effort but are invisible in standard reports.
Automation Without Redesign
Automating a poorly designed process just produces errors faster. Bots built on fragile screens break with every system update.
Improvements That Fade
Workshops generate ideas and initial gains, but without KPIs, ownership and continuous monitoring, old habits return within months.
Business Value
Results of Data-Driven Operational Excellence
Shorter Cycle Times
Removing waiting time, unnecessary handovers and rework accelerates delivery to customers and internal stakeholders.
Lower Cost per Transaction
Standardized processes and automation reduce manual effort, allowing growth without proportional headcount increases.
Higher Quality and Compliance
Fewer manual steps and built-in controls reduce errors, policy deviations and audit findings.
Objective Improvement Decisions
Process mining and KPIs replace anecdotes with facts, focusing effort on the changes with the largest impact.
Better Customer and Employee Experience
Faster, more predictable processes improve customer satisfaction and free employees from repetitive work.
A Culture of Continuous Improvement
Clear owners, visual management and regular reviews keep processes improving after the project ends.
Fix the Process Before You Automate It
Automation multiplies whatever it is applied to, good or bad. We first use data to understand how a process really runs, remove unnecessary steps and standardize variants, and only then choose the right automation approach, whether that is a system configuration change, an integration, a workflow tool, robotic process automation or AI.
Our Services
Hanoi Technology’s End-to-End Operational Excellence Services
Services that combine process analytics, lean expertise and implementation capability.
Process Discovery and Mining
We extract event logs from your systems, reconstruct actual process flows and quantify throughput times, variants, rework and bottlenecks.
- Event log extraction
- Process maps and variant analysis
- Bottleneck and root-cause findings
Lean and Six Sigma Process Redesign
We run structured improvement workshops using lean and Six Sigma methods to remove waste, reduce variation and design standardized future-state processes.
- Value stream maps
- Future-state process designs (BPMN)
- Improvement business case
Workflow and Process Automation
We implement workflow platforms, system integrations, RPA and AI-assisted document processing for high-volume, rule-based activities.
- Automation opportunity assessment
- Workflows and integrations
- Bots and document processing
Operational KPI and Performance Management
We define operational KPIs and targets, build dashboards and set up review routines that keep teams focused on performance.
- KPI framework
- Operational dashboards
- Performance review cadence
Shared Services and Back-Office Optimization
We help finance, HR and customer service centers standardize processes, balance workloads and improve service levels.
- Service catalog and SLAs
- Workload and capacity model
- Standard operating procedures
Continuous Improvement Enablement
We train internal teams in process mining, lean tools and problem-solving so improvement continues without external support.
- Training and coaching
- Improvement playbook
- Idea and action tracking
Our Approach
Our Operational Excellence Approach
A measurable path from diagnosis to sustained improvement.
- 01
Select and Baseline
We choose priority processes with business owners and measure current performance using system data, not estimates.
Deliverables: Process selection · Baseline KPIs
- 02
Discover and Diagnose
We mine event data, observe work and interview teams to identify root causes of delays, rework and cost.
Deliverables: Process mining analysis · Root-cause findings
- 03
Redesign the Process
We design future-state processes with the people who run them and quantify expected benefits for each change.
Deliverables: Future-state process · Benefit estimates
- 04
Implement and Automate
We implement process changes, system adjustments and automation in prioritized waves, testing each before rollout.
Deliverables: Implemented changes · Automation components
- 05
Monitor and Sustain
We track KPIs continuously, review results with process owners and adjust until targets are met and stable.
Deliverables: KPI dashboards · Sustainment plan
Use Cases
Operational Excellence Use Cases
Processes where clients frequently achieve significant improvements.
Purchase-to-Pay Optimization
Process mining shows invoices blocked by price and quantity mismatches. Master data fixes and automated matching reduce manual handling and late payments.
Order-to-Cash Acceleration
A distributor identifies credit holds and manual order changes delaying shipments, then redesigns approval rules to speed up fulfillment.
Customer Onboarding
A financial services company removes duplicate document checks and automates data capture, shortening the time from application to active account.
Customer Service Ticket Handling
A support organization analyzes ticket flows, introduces smart routing and AI-assisted responses, and reduces reassignments between teams.
Recruitment Process Streamlining
An HR team maps the hiring process end to end, removes approval bottlenecks and automates screening and scheduling steps.
Dispatch and Field Operations
A delivery business uses operational data to rebalance dispatching rules and shift planning, improving on-time performance during peaks.
Technology
Tools and Methods
Process analytics, automation platforms and improvement methods we apply.
- Celonis
- Microsoft Power Automate
- Power Automate Process Mining
- UiPath
- Camunda
- ServiceNow
- BPMN 2.0
- Lean
- Six Sigma DMAIC
- Value Stream Mapping
- Azure AI Document Intelligence
- Power BI
- Python
- SAP S/4HANA
- Salesforce
Platforms
Deliver Operational Excellence on Your Preferred Platform
Why Hanoi Technology
Why Organizations Choose Hanoi Technology
Senior, Cross-Functional Teams
Strategy, data, AI, cloud and engineering specialists work as one team, so nothing is lost between hand-offs.
Proven Delivery
More than 50 projects delivered for clients in North America, Europe and Asia-Pacific.
Radical Transparency
A written update every week and a demo of working software every sprint, so you always know where things stand.
Cost-Effective Global Delivery
Experienced engineers from our Hanoi delivery hub, with working-hour overlap for every major time zone.
Success Story · HR tech
AI candidate screening and matching for an HR tech startup
An HR tech startup processing thousands of applications a month needed recruiters to spend less time screening CVs. We built resume parsing, job matching and an automated shortlisting workflow.
Read the Full StoryMore Success Stories
SaaS
75%of tickets fully automatedAI support assistant and smart escalation for a global SaaS company
A project-management SaaS provider receiving thousands of support requests a day needed faster answers without growing the support team. We built an AI assistant grounded in its knowledge base, with escalation to human agents.
Logistics
−25%operational costsRoute optimization and fleet visibility for a regional logistics company
A regional delivery company handling thousands of shipments a day was planning routes and dispatching by hand. We built dynamic route optimization, a fleet dashboard and a driver app.
Resources
Featured Resources
Industry trends and practical guidance to help you get more value from data, AI and technology.
FSMA 204 After the Delay: Using Shipment Monitoring to Get Traceability-Ready by 2028
The FDA Food Traceability Rule deadline moved to July 2028, but the data work is large. Here is how to use shipment monitoring and event data to get ready without wasting the extra time.
CSRD After the Omnibus: What the Revised ESRS Mean for Reporting From 2027
The Omnibus and the simplified ESRS reshaped EU sustainability reporting in 2026. Here is who is in scope, what changed in the standards and how to adapt your data and process.
OpenTelemetry in 2026: Building a Vendor-Neutral Observability Strategy
OpenTelemetry has become the default way to collect telemetry. Here is what changed in 2026 and a practical roadmap for a vendor-neutral observability stack.
Find and Remove the Hidden Waste in Your Operations
Tell us which process frustrates your customers or teams the most. We will reply within 24 hours to arrange a free consultation and outline a data-driven diagnostic.
Operational Excellence FAQ
What is process mining and what data does it need?
Process mining reconstructs how a process actually runs from the event logs your systems already record. At a minimum it needs a case identifier, such as an order or invoice number, an activity name and a timestamp for each step. ERP, CRM, ticketing and workflow systems typically contain this data. The result is an objective map of all process variants with their frequency, duration and rework, which is far more accurate than workshop-based mapping alone.
Which processes are best suited for improvement?
Good candidates are high-volume, cross-functional processes with clear business impact, such as purchase-to-pay, order-to-cash, customer onboarding, claims, service requests or recruitment. They generate rich event data and small percentage improvements translate into significant savings. We usually start with one process to prove the approach and then extend to others, reusing data extraction and dashboard components.
How quickly can we expect results?
A process mining diagnostic with initial findings typically takes four to eight weeks, depending on data access. Quick wins, such as changing approval thresholds or fixing master data, can often be implemented shortly afterwards. Larger redesigns and automation are delivered in waves over subsequent months. We baseline KPIs at the start so improvements are measured objectively rather than estimated.
Do you implement automation or only recommend it?
We do both. After redesigning a process, our engineers implement the agreed changes, which may include ERP or CRM configuration, integrations, workflow applications, robotic process automation or AI-based document processing. We choose the simplest robust option for each problem and avoid fragile screen-based automation where an integration or configuration change would be more reliable.
How do you involve our employees?
People who run a process every day know its problems best. We involve them in observation, workshops and future-state design, and use process mining results to start objective, blame-free discussions. Changes are piloted with teams before wider rollout, and we train process owners and improvement champions so they can continue the work independently after the engagement.
What does an operational excellence engagement cost?
Costs depend on the number of processes, the complexity of data extraction, the extent of redesign and the automation scope. Diagnostics are usually offered at a fixed price. Implementation work can be fixed scope or delivered by a dedicated team. Process mining and automation platform licenses are separate. We build a business case early, so expected benefits are clear before larger investments are made.