Internship – Process Optimization & Documentation - Woensdrecht

Within our organization, the Customer Service Desk (CSD) plays a crucial role in daily operations. Currently, the process documentation in our Manual Master system is fragmented, partially outdated, and lacks a clear structure. To ensure continued quality, professionalize our service and ensure future readiness, we are looking for an HBO-level intern to support us in analyzing, structuring, and refining these processes.

This is not a standard internship: you will work on an assignment with real responsibility and visible impact. You will collaborate closely with the CSD team to validate, update, and further develop processes where necessary.

You will ensure that processes are clearly documented, logically structured, and easy for the team to find and use. Your work will form an essential foundation for creating our Customer Service Manual and will directly contribute to a uniform and professional way of working throughout the organization.

What you will do

Analysis

• Map existing workflows, handover moments, and responsibilities within the Customer Service Desk.
• Identify and inventory all existing documentation in Manual Master to determine what is available, outdated, duplicated, or missing.
• Review the documentation for identical Customer Support departments at different locations and business liens. This could serve as a reference to frame the scope of documents to complete at Fokker Techniek.
• Identify bottlenecks, inefficiencies, and inconsistencies in current procedures and documentation.

 Optimization & Rewriting

• Support in formulating improved process descriptions that are clear, logical, and practical.
• Develop process flows such as process diagrams, swimming lanes, and VSMs — including start and end points, escalations, dependencies, and communication moments.
• Create RASCI models for each process to clarify responsibilities.
• Rewrite and simplify existing documentation into clear and user-friendly language.

Documentation & Governance

• Translate full procedures into concise and accessible one-pagers‑ in SharePoint.
• Create logical connections between CSD processes and related departments such as Planning, Repair, Logistics, and Quality.
• Contribute to the governance of updated processes, including adoption, consistent use, and continuous accuracy.
• Record which documentation is already available and identify what is still missing, ensuring long-term knowledge of retention within the organization.

What you will learn

• How to help shape a department by designing processes that will be implemented directly.
• Skills in visualizing and structuring processes (process flows, swimming lanes, Lean thinking, VSM).
• How to set up a professional process manual for an entire Customer Service department.
• Experience working on change and improvement projects within a dynamic operational environment.
• How to interview stakeholders, collect information, and translate feedback into improved processes.
• Strong communication, advisory, and documentation skills.
• Insight into cross-department collaboration and how your work improves the end-to‑-end‑ customer journey.
• Hands‑on experience with modern tools such as SharePoint, Microsoft Office, process models, and Lean techniques.
• You will visibly contribute to a more efficient Customer Service environment — your work truly makes an impact.

You have an eye for structure and quickly recognize where processes break down or where information is missing. You are comfortable gathering information from multiple stakeholders, asking the right questions, and translating input into clear, applicable improvements. You can simplify complex information so that colleagues can easily work with it. You enjoy bringing order to processes, and you thrive in an environment that is constantly changing.

You bring:

• Interest and foundational knowledge in process modelling and process optimization (process flows, swimming lanes, Lean, etc.).
• Excellent proficiency in both Dutch and English, in both speech and writing.
• Experience or basic familiarity with SharePoint and Microsoft Office.
• The ability to spot missing steps, duplicated work, or opportunities for more efficient workflows.
• An HBO level of education, preferably in business studies, logistics, quality management, or organizational development.
• A curious and critical mindset — you are not afraid to ask questions, challenge processes, and suggest improvements.
• Knowledge of, or affinity with ERP systems (a plus).