operations optimization consulting

In Depth Articles. 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. Here are a few guiding principles for defining metrics and optimizing performance results: It is a waste of reporting time and effort and diminishes out ability to focus. Testimonials. , We emulate the end user and client at the same time to build a solution that works for everyone. BCG’s Operations Centers, located around the world, help companies transform operations to become leaner, move faster, and supercharge operational efficiency. 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. A failure for the workload and scheduling plans to mirror each other represents a lost opportunity for optimization. Bellevue, WA Managing call center operations is an exercise in managing complexity. Performance relative to metrics should drive decisions and action. Read MoreWorkforce Optimization 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: As we collect and analyze operational data, catalog interaction details, observe support processes, and document customer feedback, actionable insights are generated. Operational Optimization 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. Performance reporting must be accurate. 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). Operational Assessment Framework Workload forecasting Transforming a shipping industry leader with McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. No challenge too big. Metrics overlap. Malting Operations Audit and Optimization. Overview. Our logo summarizes our practice. The accuracy of the workload forecast, including the accuracy of inputs (historical data and assumptions) Fire was invented so we can eat food safely. Apr 18, 2017 - Since its inception in 1990, ILG (International Logistics Group Ltd) has become a market leader in fulfilment and courier services. 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. Should reps receive additional training? Should a rep be disciplined for a will based performance gap? Operations Consulting. 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 Client Testimonials; Developing, tracing and debugging Drupal; Drupal Performance Tuning and Optimization for large web sites . Voice of the Customer, Voice of the Business, Voice of the Employee. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. This is counter productive to focus. Call volume deflections may approach 25%-50% dependent upon the functions being supported. Let us meet your … TAI Process and Operations Consulting Framework. Email It is far more valuable to have 2-3 metrics per VOC, VOB, and VOE than to have 25 plus measures of performance. 1955 Lakeway Drive, Suite 270B 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). NEW TIMES CALL FOR NEW DELIVERY MODELS. Consulting Insight: SUPPLY CHAIN OPTIMIZATION. Deliver Actionable Survey Data Through Effective Survey Design. Apply on company website Save. So, when you ask us what our differentiator is, that’s easy: Cars were invented to increase individual. It focuses on end-to-end marketing optimization— from planning and budgeting to execution and analysis. We provide optimization modeling and training for your Research and Development team. Sourcing Disconnects, failure to align metrics throughout the organization, result in miscommunication and a organizational tension as different groups fail to share common objectives. Assessment of potential sites for call center operations focused on labor market affordability and sustainability and alignment between market skills and our clients’ staffing profiles. Basic to this transformation is the fundamental redefinition not only of development and operations (dev and ops), but of their underlying context. We focus on effective planning and staffing driven by accurate forecasts and the deployment of flexible workload management processes that support planned workload volumes and provide elasticity and the flexibility to manage unplanned, excessive volumes. A consulting practice that brings up front solutions tailored to companies’ real needs, to carry change with efficiency and pragmatism, and make possible all necessary progresses. Browse through our White Papers on various industry topics. Let's Talk . Kind Code: A1 . When it comes to our clients, we use strategic thinking to determine the root cause of impeding performance and project practices. Educate the organization on these expected anomalies and manage expectations for report consistency. Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Has a supervisor lost the ability to manage their team’s performance effectively and what is the solution? Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Malt Sourcing for Brewers . Defining and capturing unfulfilled potential. 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. Intra-day management adjusting staffing and distributing workload to more efficiently utilize resources Decision levers are defined and executed with precision and ease. Portfolio-wide FM operations & maintenance staffing and budget estimating, benchmarking, CMMS consulting, process review, and organizational review services. Because call centers can measure so many things, we tend to do so. Marketing Operations increases efficiency and drives results in marketing organizations. 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. We create effective targets when we reduce and clarify focus, identifying the most important performance elements. 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. operational expense and increases profitability. Operational; Financial; R egardless of what stage of maturity a company has reached, a comprehensive operations strategy and implementation plan integrates people, processes and technology for immediate and effective results. technology that standardizes business process workflows, automates invoicing, and increases data accuracy – dramatically reduces operational expense and increases profitability. Asset Management & Maintenance Optimization Asset management is about intelligent maintenance, based on IT systems, databases and network connectivity. Labor savings of up to 20% may be realized. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Metric redundancy is inefficient. Performance Management Operational Assessments Has a supervisor lost the ability to manage their team’s performance effectively and what is the solution? 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. McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. Should a rep be disciplined for a will based performance gap? A failure for the workload and scheduling plans to mirror each other represents a lost opportunity for optimization. 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). 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. 1/6. We work with each client to make sure each assignment is tailored to fit exactly with the specific business objectives, needs and constraints. 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. Get on the Path to Value-Driven Business Operations Training . The teams leveraged our access to Veteran talent and our Launch India wholly-owned subsidiary.​. Operations Optimization Service Sheet. 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. Workforce productivity improvements range from 10% to 25%. ​. Through reduced AHT, overall workload is reduced and staffing levels can be reduced. Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. Contact us for Drupal and WordPress Performance Optimization and Tuning Consulting. As we collect and analyze operational data, catalog interaction details, observe support processes, and document customer feedback, actionable insights are generated. Network optimization plays a key role in controlling costs, managing complexity and increasing profit margins, but it can do even more for your business. It is a waste of reporting time and effort and diminishes out ability to focus. 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 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. Asset Illumination Sound facilities asset management starts with knowing what you have in your buildings at multiple levels of your organization. Wise Consulting Associates is a 100% employee-owned, independent Human Capital Management consulting firm that provides system and operations expertise in HCM, WFM, and Payroll Management technology and compliance. 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. ), Contact efficiency and effectiveness by channel and by skill set or workgroup. 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. 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: Ineffective business processes and inefficient departmental workflows raise operating cost and reduce profitability for many small businesses. Workforce scheduling  aligned with forecasted workload distribution patterns, Metrics and Performance Optimization Sacramento, CA Metrics overlap. You need to get things done. Documented call flows Independent malting facility audits and improvement plans. 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. ​, We emulate the end user and client at the same time to build a solution that works for everyone. Clients realize a return on their consulting investment in six months or less depending upon their ability to implement quickly. Examples of McIntosh operationally focused engagements delivering best practice results include: Labor savings of up to 20% may be realized. Our work is custom optimization. Launch's ITIL certified team on-site in Redmond and in Hyderabad managed the entire escalation stack and sequence. Our operations consulting … Through our unique approach, our clients have experienced extraordinary gains … DevOps basically is a strategic framework for transforming both development and operations into something new and not yet completely defined. The 1,000-plus operations consultants who make up our global network have a long track record of partnering closely with clients to help unlock new value from every aspect of their operations. We also reduced Initial Response Time by > 65%; and Priority 1 Time to Response by ~ 75%.​. 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. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: Voice of the Customer, Voice of the Business, Voice of the Employee. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. Performance management processes, scorecards, and accountability Our experience within this sector: Contact efficiency and effectiveness by channel and by skill set or workgroup Enterprise Strategy & Optimization; FIT Operations Training & Deployment; Leadership Development & Coaching; OpEx Training & Development; Short/Mid-Term Executive Leadership; Turn-Around & Crisis Management; Valuations, Validations & Diagnostics; Operations Consulting. Call flow redesign streamlining call-handling processes, delivering improved resolution rates (5% to 15%), while enhancing customer loyalty. Read MoreOperational Assessment Framework However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. And also to clean for us. 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, …). Microsoft needed a team to coordinate the communication, escalation, and resolution of eDesk and Major incidents for, The first full month after our < 45 day transition, we scored a. We can help. We’re happy to speak with you about your upcoming project. Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: Our expertise spans multiple industry sectors including consumer packaging goods and the food industry. For clients across a wide range of industries, we have developed new hire and remedial training curricula designing client specific training that devotes 50% of classroom time to modeling and practicing real call handling scenarios. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. 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. Deploy your optimization applications from home during COVID-19. Workforce Optimization Our Alias360 solution helps managers and group admin save hours each month. Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. No client too small.​. Read MoreMetrics and Performance Optimization We help you identify the gaps in your operations and the technologies that will fix them. 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. ITIL and PMI certified project managers and experienced operations staff, at your service. Workforce productivity improvements range from 10% to 25%. Genuine difference to our customers, the end-users and society cause of impeding performance project! Easy: it ’ s not a secret: we hire amazing.... 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