Persona
COO / Operations Director
Responsible for end-to-end operational efficiency. The silent sponsor of practical transformation.
What keeps them up at night
Operational efficiency, productivity, unit order cost, SLA, cross-department integration.
Vocabulary
- cost-to-serve
- cycle time
- OTIF
- errors per order
- hours lost
Proof that convinces them
Before/after process maps; unit cost table; measured SLA.
Issues for this persona
The Salesperson Closes the Sale — Then Calls the Branch to Ask If They Can Still Sell
When the information the salesperson holds was already born stale, every sale carries a phone call. It's not the team's lack of effort — it's an information friction that turns the moment of the sale into a moment of waiting.
The Catalog Isn't a Product List — It's What Price, Stock, and the Sale Rest On
When the catalog is ambiguous, the ambiguity doesn't stay in the catalog — it leaks into the price, the stock, the invoice, and the report the board uses to decide. Why the product record is the most invisible and most decisive layer of a B2B operation.
When You Run on Several ERPs, Which One Is Right?
In an operation with several ERPs and brands, integration isn't wiring one system to another — it's deciding which is right when they disagree on price, stock, and credit. Why integration breaks before the technology enters the picture.
Why a Small Order Costs More Than It Earns
Processing a R$ 400 order costs almost the same as a R$ 4,000 one: the effort is fixed per transaction. That's why the small customer costs more than it earns. With five years of Tracbel data, a read on when that math flips.
[ENG] MTE-THOMSON`s official online store connects technical support, a curated parts catalog and sales through selected retail partners, guiding customers to the right part and the ideal seller in one digital channel
MTE-THOMSON created its official online store to connect technical support and a brand‑curated catalog with sales through distributors and retailers, guiding customers to the right part and partner