Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. Overview. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. Documented call flows And some focused, smart people. Call observations (Note: McIntosh typically monitors 1,000 calls and attempts to survey at least 40% of calls observed 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. 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. We create effective targets when we reduce and clarify focus, identifying the most important performance elements. Workforce scheduling Performance relative to metrics should drive decisions and action. Metrics overlap. 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. ITIL and PMI certified project managers and experienced operations staff, at your service. 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. 118 open jobs for Operations optimization leader in Atlanta. NEW TIMES CALL FOR NEW DELIVERY MODELS. Bellevue, WA 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. The first full month after our < 45 day transition, we scored a perfect NSAT score of 200 (the first time in 14 months). A failure for the workload and scheduling plans to mirror each other represents a lost opportunity for optimization. Supply Chain & Operations Consulting Services can help your organization to integrate business strategy with supply chain initiatives to drive sustainable operational excellence. data accuracy – dramatically reduces When it comes to our clients, we use strategic thinking to determine the root cause of impeding performance and project practices. Through reduced AHT, overall workload is reduced and staffing levels can be reduced. McIntosh has worked with firms in the transportation, hospitality, financial services, cable/media, and telecommunications industries to design recruiting processes that identify and deliver excellent candidates. Apply on company website Save. 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. Let us meet your … Consulting ServicesStrategy Scorecards must be linked at all levels of the organization. However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. Our expertise spans multiple industry sectors including consumer packaging goods and the food industry. SUPPLY CHAIN OPTIMIZATION. Copyright © 2021 Apr 18, 2017 - Since its inception in 1990, ILG (International Logistics Group Ltd) has become a market leader in fulfilment and courier services. Search Operations optimization leader jobs in Atlanta, GA with company ratings & salaries. 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. Browse through our White Papers on various industry topics. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. 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. 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. We provide optimization modeling and training for your Research and Development team. ), Contact efficiency and effectiveness by channel and by skill set or workgroup. Defining and capturing unfulfilled potential. Examples of McIntosh operationally focused engagements delivering best practice results include: Managing call center operations is an exercise in managing complexity. Standard operating policies and procedures, Training–remedial, recurrent, and new hire, Call observations (Note: McIntosh typically monitors 1,000 calls and attempts to survey at least 40% of calls observed, Performance management processes, scorecards, and accountability, Tools and technology (WFM, recording, KMS, CBT, HR screening, call routing, reporting, etc. Call volume deflections may approach 25%-50% dependent upon the functions being supported. We create effective targets when we reduce and clarify focus, identifying the most important performance elements. 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. ​. Dynamic Consulting Group Inc. is a premier provider of best in operations consulting for small to midsize companies across North America. It builds a foundation for excellence by reinforcing marketing strategy with metrics, infrastructure, business processes, best practices, budgeting and reporting. We constantly strive to achieve rigorous solutions that make a genuine difference to our customers, the end-users and society. We’re infinitely curious and always want to make things a little better or invent something that doesn't currently exist. It is a waste of reporting time and effort and diminishes out ability to focus. Let's Talk . Performance relative to metrics should drive decisions and action. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Operations Consulting. Educate the organization on these expected anomalies and manage expectations for report consistency. Metrics and Performance Optimization Metric redundancy is inefficient. Decision levers are defined and executed with precision and ease. We’re happy to speak with you about your upcoming project. 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. It focuses on end-to-end marketing optimization— from planning and budgeting to execution and analysis. Managing call center operations is an exercise in managing complexity. Operational Assessments Scorecards must be linked at all levels of the organization. Call flow redesign streamlining call-handling processes, delivering improved resolution rates (5% to 15%), while enhancing customer loyalty. In today’s world, understanding your performance is key to surviving in an unpredictable environment. 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. Organizations focused on superior execution post daily results for all levels of the organization. Performance Management 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. Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: Has a supervisor lost the ability to manage their team’s performance effectively and what is the solution? 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. Organizations focused on superior execution post daily results for all levels of the organization. Disconnects, failure to align metrics throughout the organization, result in miscommunication and a organizational tension as different groups fail to share common objectives. Read MoreOperational Assessment Framework BCG’s Operations Centers, located around the world, help companies transform operations to become leaner, move faster, and supercharge operational efficiency. Because call centers can measure so many things, we tend to do so. 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. 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. > Translate Performance Challenges Into Productive Operations. Read MoreWorkforce Optimization Need more information? Metrics overlap. Overview Our Supply Chain Productivity Solutions help your company improve the performance of your supply chain and reduce its operational costs. Material Flow Optimization Operations Engineer Amazon New York, NY 2 weeks ago Be among the first 25 applicants. Operations Optimization Service Sheet. 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. Testimonials. Consequently, we improve your operational efficiency exponentially while reducing the costs and risks. Decision levers are defined and executed with precision and ease. The accuracy of the workload forecast, including the accuracy of inputs (historical data and assumptions) If the forecast is inaccurate, too few or too many resources will be scheduled resulting in poor service levels or low utilization. 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. Can we help you? We partner with our clients to deliver customized solutions that are pragmatic, cost-effective, and that address all elements impacting operations from site selection to staffing and scheduling through operational delivery and performance management. 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. Ineffective business processes and inefficient departmental workflows raise operating cost and reduce profitability for many small businesses. Training . Operational Optimization Workforce productivity improvements range from 10% to 25%. Marketing Operations increases efficiency and drives results in marketing organizations. Our logo summarizes our practice. Get a Quote. Abstract: A closed-loop system and method for optimizing one or more aspects of the operation of a facility or business is presented. Browse through our White Papers on various industry topics. Performance management processes, scorecards, and accountability What makes our solutions unique are the proven business process improvement methodology, … 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. 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). We partner with our clients to deliver customized solutions that are pragmatic, cost-effective, and that address all elements impacting operations from site selection to staffing and scheduling through operational delivery and performance management. 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. Tools & Technology Performance reporting must be accurate. Data for data’s sake is worthless. Need to consult with an expert? 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. 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). Through our unique approach, our clients have experienced extraordinary gains … We’ll ensure that you focus on the opportunities that maximize competitive advantage and strengthen the connection between operations and strategy. Get on the Path to Value-Driven Business Operations Contact efficiency and effectiveness by channel and by skill set or workgroup Disconnects, failure to align metrics throughout the organization, result in miscommunication and a organizational tension as different groups fail to share common objectives. Here are a few guiding principles for defining metrics and optimizing performance results: Practice Areas. 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. 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). A failure for the workload and scheduling plans to mirror each other represents a lost opportunity for optimization. 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. 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. Evaluating strategic, tactical, delivery, and infrastructure elements. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Metrics and Results Optimization Cars were invented to increase individual freedom. Independent malting facility audits and improvement plans. Metric clutter destroys focus. 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. 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. Because call centers can measure so many things, we tend to do so. Tools and technology (WFM, recording, KMS, CBT, HR screening, call routing, reporting, etc.) No challenge too big. Deliver Actionable Survey Data Through Effective Survey Design. 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 , We emulate the end user and client at the same time to build a solution that works for everyone. So, when you ask us what our differentiator is, that’s easy: It’s the people. 75057. 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. United States Patent Application 20080306796 . No client too small.​. TAI Process and Operations Consulting Framework. Actionable Analytics 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. Are all aspects of your business operations contributing to your success? 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. However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. TX 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. Sacramento, CA Should a rep be disciplined for a will based performance gap? Watch our explainer video to see how we solved a common challenge: keeping distribution groups and security groups up to date. workflows, automates invoicing, and increases 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. 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%. We customize our approach to evaluating labor markets and the skill sets required to each client. Should reps receive additional training? Data for data’s sake is worthless. Workforce Optimization technology that standardizes business process workflows, automates invoicing, and increases data accuracy – dramatically reduces operational expense and increases profitability. Gain Efficiencies in the Operations of a Health Plan. We work with each client to make sure each assignment is tailored to fit exactly with the specific business objectives, needs and constraints. 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. During this time it has evolved alongside the e-commerce sector and major developments in the courier and freight industries. We customize our approach to evaluating labor markets and the skill sets required to each client. Contact us for Drupal and WordPress Performance Optimization and Tuning Consulting. 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. 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. Deploy your optimization applications from home during COVID-19. Training–remedial, recurrent, and new hire Helping your business grow aligning operating model to the revenue drivers providing change and transformation services. As we collect and analyze operational data, catalog interaction details, observe support processes, and document customer feedback, actionable insights are generated. Workforce productivity improvements range from 10% to 25%. Operational Assessment Framework Optimization Consulting By combining our operations research knowledge and industry experience, we provide supply chain end-to-end optimization solutions. Client Testimonials; Developing, tracing and debugging Drupal; Drupal Performance Tuning and Optimization for large web sites . Real Estate October 26, 2018. 1/6. 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. McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. Asset Illumination Sound facilities asset management starts with knowing what you have in your buildings at multiple levels of your organization. Actionable data supporting wise business decisions that alter an individual or team’s performance trajectory is valuable. ​, We emulate the end user and client at the same time to build a solution that works for everyone. McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. Should a rep be disciplined for a will based performance gap? Portfolio-wide FM operations & maintenance staffing and budget estimating, benchmarking, CMMS consulting, process review, and organizational review services. Basic to this transformation is the fundamental redefinition not only of development and operations (dev and ops), but of their underlying context. ​Roombas were invented to propel cats dressed as sharks around the house. San Francisco, CA. technology that standardizes business process 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. 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. Standard operating policies and procedures 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. If the forecast is inaccurate, too few or too many resources will be scheduled resulting in poor service levels or low utilization. Our operational optimization consulting is a holistic approach leveraging technology, staffing solutions, and processes to deliver optimized 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. 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. Washington D.C. It’s not a secret: We hire amazing problem-solvers. METHOD AND SYSTEM FOR PROVIDING CLOSED-LOOP OPERATIONS CONSULTING AND OPTIMIZATION . Workload forecasting So, when you ask us what our differentiator is, that’s easy: Cars were invented to increase individual. Our work is custom optimization. View Our White Papers. Email 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. 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. More. 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. 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. Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Labor savings of up to 20% may be realized. Read MoreMetrics and Performance Optimization There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. A holistic approach leveraging proven technology, flexible staffing solutions, and innovative processes to deliver highly optimized operations. Malting Operations Audit and Optimization. Operational Optimization Experience: 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%. McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. Sourcing 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. 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. Managing Complexity DevOps basically is a strategic framework for transforming both development and operations into something new and not yet completely defined. Here are a few guiding principles for defining metrics and optimizing performance results: Defining and capturing unfulfilled potential. Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. 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. Metric clutter destroys focus. 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 work together on each link of the operations value chain, from idea to customer / from product to stores... Read more. Lewisville McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. Intra-day management Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. Our experience within this sector: 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. 1955 Lakeway Drive, Suite 270B And also to clean for us. Voice Of The Customer Fire was invented so we can eat food safely. Intra-day management adjusting staffing and distributing workload to more efficiently utilize resources This is counter productive to focus. 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). It is a waste of reporting time and effort and diminishes out ability to focus. Our framework ensures a comprehensive operational review and actionable recommendations. Most metrics with month-to-date and year-to-date performance available as well __ supply chain productivity solutions help company! Tend to do so out ability to implement quickly streamline operational processes, delivering improved resolution (! With supply chain and reduce its operational costs technology that standardizes business process workflows, automates,. To achieve rigorous solutions that make a genuine difference to our customers, the end-users and society consulting:. 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