HP / Compaq
Building Compaq's first direct sales operational platform
Designed and built internal systems supporting sales, finance, operations and reporting — including the tools that enabled Compaq's first direct sales capability and improved business visibility across EMEA.
Context
The context
At Compaq / HP, the business was in a period of rapid operational and channel evolution. Direct sales did not yet exist as a capability, and the operational systems needed to support it had to be built from scratch.
Challenge
The challenge
Create the operational systems needed to receive, process and manage customer orders directly — while also supporting returns, reporting and the wider operational workflows behind them.
What I did
The work
- Designed and built backend operational systems enabling Compaq's first direct sales capability
- Created systems including DirectLink, OpsLink and RackLink using Lotus Notes
- Built operational workflows for direct customer order processing and fulfilment
- Developed returns and RMA (Return Merchandise Authorisation) management processes within OpsLink
- Designed systems supporting sales, operations, finance and reporting functions
- Produced monthly board-level reports combining sales, finance and operational data
- Used Six Sigma methods and statistical thinking to improve operational understanding and processes
- Developed CRM and reporting tools supporting business operations and visibility
What changed
The outcome
Enabled Compaq's direct sales operational capability by creating the backend systems needed to process customer orders, manage returns and support operational reporting. Improved visibility across sales and operational processes and helped establish more scalable internal workflows.
Why it mattered
Why it mattered
Internal systems often shape how well people can do their jobs. Better tools reduce friction, improve clarity and help organisations make better decisions.
Capabilities
What this work demonstrates
- Internal systems design
- Operational workflow design
- Reporting and data
- Process improvement (Six Sigma)
- Cross-functional delivery
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