While all operations are subject to unexpected volatility driven by weather, unanticipated marketing promotions or system outages to name a few, we measure effectiveness by the alignment of schedules and workload. Performance relative to metrics should drive decisions and action. Scorecards must be linked at all levels of the organization. And also to clean for us. Self-service optimization diverting or deflecting calls normally handled by the live agent environment to well designed web, mobile and automated voice applications with self-service becoming the preferred channel of choice for many customers. It is far more valuable to have 2-3 metrics per VOC, VOB, and VOE than to have 25 plus measures of performance. 118 open jobs for Operations optimization leader in Atlanta. Reductions in staff for low volume periods are achieved through advance and current day offers of voluntary time off (VTO) with unexpected increases in volumes handled through extended part-time hours, leveraging of home agents or outsource partners for spikes, or in a worst case scenario, overtime for existing staff. The accuracy of the workload forecast, including the accuracy of inputs (historical data and assumptions) Managing call center operations is an exercise in managing complexity. Read MoreOperational Assessment Framework Organizations that value execution take a structured approach to defining executive level objectives and then translating those objectives into metrics for all levels of the organizations. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Average handle time (AHT) reduction of 5% to 25% with initiatives focused on reducing customer interaction time while improving the customer experience by identifying and eliminating or minimizing. Home. Clients realize a return on their consulting investment in six months or less depending upon their ability to implement quickly. If the forecast is inaccurate, too few or too many resources will be scheduled resulting in poor service levels or low utilization. As we collect and analyze operational data, catalog interaction details, observe support processes, and document customer feedback, actionable insights are generated. Deliver Actionable Survey Data Through Effective Survey Design. Workforce Optimization Assess your reinsurance infrastructure, processes, workflows, and controls; Outline and quantify potential risks in your operations; Provide remediation strategies to addresses your operational inefficiencies; Provide resources to execute your strategic improvement plan NEW TIMES CALL FOR NEW DELIVERY MODELS. Through reduced AHT, overall workload is reduced and staffing levels can be reduced. Should reps receive additional training? We can help. Our expertise spans multiple industry sectors including consumer packaging goods and the food industry. Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. We’re happy to speak with you about your upcoming project. The objective of the real-time, intra-day management team is to optimize service levels and workforce productivity using a variety of levers available to them including extended or diminished hours, reallocation of resources, and the use of technologies such as Virtual Hold. Our logo summarizes our practice. . Operations Optimization (OEEoptimization, Corrective & Preventive Maintenance processes, Obsolescence Management, Repair, Warranty, Energy Parts Identification (MRO eCatalogue, Indexation & Versioning, Document Digitalization) In addition to all main offers, Accenture Parts Optimization assists clients with customized services specific to their needs. Request A Proposal technology that standardizes business process Consulting ServicesStrategy And if something’s broken in your process, you bet your BPA-free water bottle we’ll find it and bring the right team to the table to fix it. Our framework ensures a comprehensive operational review and actionable recommendations. Rather than selecting which metrics to use, many firms tend to use them all with the end result being four or five metrics all measuring the same dimension of performance. Educate the organization on these expected anomalies and manage expectations for report consistency. TAI Process and Operations Consulting Framework. Call center organizations have a wealth of performance data with the ability to sort and report on system-wide performance, site leadership, functional groups, support organizations, supervisory team performance, and individual agent performance. Managing Complexity IT Operations Optimization, Business Service & SLA Management ” Give your business an edge with superior solutions for Customer Experience & Operational Efficiency “ SYNTAX software and consulting services enable enterprises and organizations to assure and enhance the performance, availability and efficiency of IT Operations & Service Level delivery. BCG’s Operations Centers, located around the world, help companies transform operations to become leaner, move faster, and supercharge operational efficiency. Performance management processes, scorecards, and accountability Average handle time (AHT) reduction of 5% to 25% with initiatives focused on reducing customer interaction time while improving the customer experience by identifying and eliminating or minimizing AHT drivers. Training–remedial, recurrent, and new hire Why measure average speed of answer (ASA), average delay in queue (ADQ), service level as measured by the percentage of calls answered within a specific time threshold (SVL), percent abandoned (ABN) when all three measure the same thing (how quickly we answer calls) or the impact of not answering calls (abandon rate). Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: Actionable data supporting wise business decisions that alter an individual or team’s performance trajectory is valuable. Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. Sacramento, CA TX About Our Business Optimization Business Operations Assessment. Beginning with the customer experience strategy and identifying the strategic and tactical requirements for operations, we evaluate all aspects of the contact center including support functions as illustrated in the graphic below: Performance reporting must be accurate. Failure to effectively measure performance for any of these three core areas will result in an unbalanced approach and a failure to deliver optimal results. METHOD AND SYSTEM FOR PROVIDING CLOSED-LOOP OPERATIONS CONSULTING AND OPTIMIZATION . Metis Consulting accompagne Carrefour dans le déploiement de sa stratégie Supply Chain pour l’eCommerce alimentaire Les premières réalisations sont opérationnelles avec les PPCs, Plateformes de Préparations de Commandes, qui permettent de livrer des points de retraits de natures différentes (Hypers, Supers, Proxis, Drives Piétons, …). Watch our explainer video to see how we solved a common challenge: keeping distribution groups and security groups up to date. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. Business Planning for Maltsters. Need more information? Tools & Technology An optimized network can reduce your carbon footprint, help you meet broad sustainability goals, increase the delivery quality of your products and ultimately result in added value, differentiation and a better customer experience. Our operational optimization consulting is a holistic approach leveraging technology, staffing solutions, and processes to deliver optimized operations. Call flow redesign streamlining call-handling processes, delivering improved resolution rates (5% to 15%), while enhancing customer loyalty. It is a waste of reporting time and effort and diminishes out ability to focus. It focuses on end-to-end marketing optimization— from planning and budgeting to execution and analysis. Decision levers are defined and executed with precision and ease. Workforce scheduling aligned with forecasted workload distribution patterns, Malting Operations Audit and Optimization. Malt Sourcing for Brewers . Consequently, we improve your operational efficiency exponentially while reducing the costs and risks. Browse through our White Papers on various industry topics. A failure for the workload and scheduling plans to mirror each other represents a lost opportunity for optimization. Workforce Optimization Call volume deflections may approach 25%-50% dependent upon the functions being supported. We’re happy to speak with you about your upcoming project. Operations Consulting. SUPPLY CHAIN OPTIMIZATION. workflows, automates invoicing, and increases 1 First of all, we will be using an optimization model to analyze your business processes. A correctly deployed asset management system will monitor the devices and components that comprise the electric network, prompt timely maintenance cycles and support operational staff involved in the day-to-day running of the network. Call centers experience real time volatility in volumes and staffing levels driven by technology hiccups, media driven frenzies, marketing promotions, bad weather, and other factors beyond management’s control. Our intra-day management expertise includes the design and implementation of network operations centers that successfully manage multi-site, insourced and outsourced operations with over 4,000 agents in both brick and mortar and virtual settings. Intra-day management Simply put, empathy. Redesign of scorecards and operational reports to provide real-time and historical visibility into performance results and provide the underlying data to enable root cause analysis. This is counter productive to focus. Microsoft needed a team to coordinate the communication, escalation, and resolution of eDesk and Major incidents for both internal and public services, around the globe, 24x7x365. We can assist your malting company optimize performance by conducting an independent audit of your facility(s) and management systems and then delivering a detailed and prioritized action and improvement plan. When everything is measured and everything is important, nothing is important. Testimonials. Evaluating strategic, tactical, delivery, and infrastructure elements. McIntosh’s innovative approach to new hire training and the introduction of new hires to the operational environment, accelerates the learning curve and delivers confident and competent agents to the operational floor. Our Alias360 solution helps managers and group admin save hours each month. Metrics overlap. Real Estate October 26, 2018. Hyderabad, India Metrics measure performance relative to customer loyalty (voice of the customer, VOC)), business objectives (voice of the business, VOB), and employee engagement (voice of the employee, VOE). Metrics must be smart–specific, measureable, actionable, relevant, and timely. Seigo Consulting offers a large panel of advisory services which include operation optimisation What type of training? Actionable data supporting wise business decisions that alter an individual or team’s performance trajectory is valuable. While first contact resolution (FCR) is the primary driver of customer experience and interaction satisfaction, FCR also has a significant impact on costs by reducing unnecessary repeat calls. Design and deployment of a centralized intra-day operations center overseeing multi-site operations optimizing productivity through adherence monitoring, increasing/decreasing staffing levels through expanded or contracted schedules (e.g., voluntary time off, VTO), monitoring anomalies and adjusting service levels or skill assignments based on operating conditions. Through our unique approach, our clients have experienced extraordinary gains … Documented call flows McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. McIntosh & Associates Self-service optimization diverting or deflecting calls normally handled by the live agent environment to well designed web, mobile and automated voice applications with self-service becoming the preferred channel of choice for many customers. Call centers experience real time volatility in volumes and staffing levels driven by technology hiccups, media driven frenzies, marketing promotions, bad weather, and other factors beyond management’s control. Should a rep be disciplined for a will based performance gap? See who Amazon has hired for this role. Transforming a shipping industry leader with Metric redundancy is inefficient. Should a rep be disciplined for a will based performance gap? About. Helping your business grow aligning operating model to the revenue drivers providing change and transformation services. , We emulate the end user and client at the same time to build a solution that works for everyone. Metrics measure performance relative to customer loyalty (voice of the customer, VOC)), business objectives (voice of the business, VOB), and employee engagement (voice of the employee, VOE). Need to consult with an expert? Basic to this transformation is the fundamental redefinition not only of development and operations (dev and ops), but of their underlying context. Contact efficiency and effectiveness by channel and by skill set or workgroup Let's Talk . We create effective targets when we reduce and clarify focus, identifying the most important performance elements. Apply on company website Save. Tiering and cross-training of agent personnel for multiple skill sets and workgroups to increase agent productivity, improve service level performance, and reduce operating costs by up to 25%. In survey after survey correlated to actual call handling results, shorter calls rather than longer calls result in higher customer satisfaction and loyalty scores as measured by NPS (net promoter scores). In Depth Articles. Call volume deflections may approach 25%-50% dependent upon the functions being supported. So, when you ask us what our differentiator is, that’s easy: Cars were invented to increase individual. operational expense and increases profitability. 1/6. Overview. Performance is optimized when decisions are made, action taken, and results monitored to ensure the course is corrected and performance is sustained at a higher level. Practice Areas. Training . Failure to effectively measure performance for any of these three core areas will result in an unbalanced approach and a failure to deliver optimal results. The system includes a platform at a remote provider for accepting and storing data from … Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. What type of training? Redesign of scorecards and operational reports to provide real-time and historical visibility into performance results and provide the underlying data to enable root cause analysis. Metrics must be smart–specific, measureable, actionable, relevant, and timely. Rather than selecting which metrics to use, many firms tend to use them all with the end result being four or five metrics all measuring the same dimension of performance. Operational Assessments While first contact resolution (FCR) is the primary driver of customer experience and interaction satisfaction, FCR also has a significant impact on costs by reducing unnecessary repeat calls. United States Patent Application 20080306796 . McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. Performance Optimization. If data is missing or known to be inaccurate, it must be removed from the reporting process or it will destroy reporting credibility.However, when slight variance occur based on timing of reports or reporting periods, do not allow members of the organization to throw out the baby with the bathwater. Design and deployment of a centralized intra-day operations center overseeing multi-site operations optimizing productivity through adherence monitoring, increasing/decreasing staffing levels through expanded or contracted schedules (e.g., voluntary time off, VTO), monitoring anomalies and adjusting service levels or skill assignments based on operating conditions. From the back office and research lab to the factory floor and across your entire supply chain, we can help you develop an unconstrained, end-to-end program to transform your operations. Lewisville Tools and technology (WFM, recording, KMS, CBT, HR screening, call routing, reporting, etc.) There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. With the increased demand on healthcare plans to provide exceptional service at reduced costs, making sure the operations side of the house is running as efficiently as possible is of paramount importance. Business & Technology Consulting Define and adapt business processes to maximize digital transformation benefits Netcracker Business & Technology Consulting focuses on the planning, design and fulfillment of business optimization activities for value-driven outcomes. And some focused, smart people. Because here’s the deal, you’re not just getting the Ops team -- you’re getting AI & Analytics, CX, DevOps… essentially, the entire brain trust of Launch is at your fingertips. Performance relative to metrics should drive decisions and action. Email Industrial Engineering / Operations Consulting __ Supply Chain Optimization. Network optimization plays a key role in controlling costs, managing complexity and increasing profit margins, but it can do even more for your business. Decision levers are defined and executed with precision and ease. Examples of McIntosh operationally focused engagements delivering best practice results include: Here are a few guiding principles for defining metrics and optimizing performance results: Defining and capturing unfulfilled potential. Dynamic Consulting Group Inc. is a premier provider of best in operations consulting for small to midsize companies across North America. While all operations are subject to unexpected volatility driven by weather, unanticipated marketing promotions or system outages to name a few, we measure effectiveness by the alignment of schedules and workload. Performance optimization does not occur because of a single interaction but rather because of sustained management focus, training, and attention to the root causes of performance gaps. When it comes to our clients, we use strategic thinking to determine the root cause of impeding performance and project practices. Can we help you? Organizations focused on superior execution post daily results for all levels of the organization. McIntosh has managed over a dozen workforce optimization engagements delivering savings and improved service level performance to firms in the telecommunications, media, and broadband market segments. Voice Of The Customer Roombas were invented to propel cats dressed as sharks around the house. The assessment framework leveraged by McIntosh team, defines the data to be collected, the content of interviews and focus forums conducted onsite, the process/system documentation to be reviewed, and the processes to be audited. Overview Our Supply Chain Productivity Solutions help your company improve the performance of your supply chain and reduce its operational costs. We assist clients to maximize the contribution of their operating platform to their … 75057. Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. When everything is measured and everything is important, nothing is important. Browse through our White Papers on various industry topics. It is far more valuable to have 2-3 metrics per VOC, VOB, and VOE than to have 25 plus measures of performance. Call observations (Note: McIntosh typically monitors 1,000 calls and attempts to survey at least 40% of calls observed However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. Apply for Digital Optimization Manager w/Adobe Analytics at GTN Technical Staffing and Consulting Enter your email to apply with your existing LinkedIn profile, or to create a new one. Metric redundancy is inefficient. Get on the Path to Value-Driven Business Operations Organizations that value execution take a structured approach to defining executive level objectives and then translating those objectives into metrics for all levels of the organizations. Has a supervisor lost the ability to manage their team’s performance effectively and what is the solution? The most significant improvement has been in retention rates that exceed 90% in the first year of employment. 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