​, We emulate the end user and client at the same time to build a solution that works for everyone. Deploy your optimization applications from home during COVID-19. No client too small.​. 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). And some focused, smart people. technology that standardizes business process workflows, automates invoicing, and increases data accuracy – dramatically reduces operational expense and increases profitability. We’ll ensure that you focus on the opportunities that maximize competitive advantage and strengthen the connection between operations and strategy. Tools & Technology Material Flow Optimization Operations Engineer Amazon New York, NY 2 weeks ago Be among the first 25 applicants. Bellevue, WA 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. Apr 18, 2017 - Since its inception in 1990, ILG (International Logistics Group Ltd) has become a market leader in fulfilment and courier services. ​. Call flow redesign streamlining call-handling processes, delivering improved resolution rates (5% to 15%), while enhancing customer loyalty. 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. TAI Process and Operations Consulting Framework. Because call centers can measure so many things, we tend to do so. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. Need more information? Metric clutter destroys focus. 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. workflows, automates invoicing, and increases 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. 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. Defining and capturing unfulfilled potential. Actionable Analytics 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. When everything is measured and everything is important, nothing is important. 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). 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. 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. So, when you ask us what our differentiator is, that’s easy: It’s the people. Home. However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. Metric redundancy is inefficient. 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. Has a supervisor lost the ability to manage their team’s performance effectively and what is the solution? Our Alias360 solution helps managers and group admin save hours each month. Daily reporting is required for most metrics with month-to-date and year-to-date performance available as well. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. data accuracy – dramatically reduces 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 emulate the end user and client at the same time to build a solution that works for everyone. Organizations focused on superior execution post daily results for all levels of the organization. 118 open jobs for Operations optimization leader in Atlanta. 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. About. We can help. Here are a few guiding principles for defining metrics and optimizing performance results: Workforce Optimization Data for data’s sake is worthless. 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: Our experience within this sector: Evaluating strategic, tactical, delivery, and infrastructure elements. 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). Transforming a shipping industry leader with We work with each client to make sure each assignment is tailored to fit exactly with the specific business objectives, needs and constraints. 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. 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. Malting Operations Audit and Optimization. Streamlining Efficiency A Strong Foundation for Ease & Scalability. When it comes to our clients, we use strategic thinking to determine the root cause of impeding performance and project practices. Are all aspects of your business operations contributing to your success? 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. Performance relative to metrics should drive decisions and action. Lewisville Should a rep be disciplined for a will based performance gap? Managing Complexity 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. We’re infinitely curious and always want to make things a little better or invent something that doesn't currently exist. Read MoreWorkforce Optimization Workforce productivity improvements range from 10% to 25%. McIntosh & Associates Workload forecasting We’re happy to speak with you about your upcoming project. 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. Metrics overlap. It is far more valuable to have 2-3 metrics per VOC, VOB, and VOE than to have 25 plus measures of performance. The accuracy of the workload forecast, including the accuracy of inputs (historical data and assumptions) 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). Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Performance reporting must be accurate. 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. Training . Should reps receive additional 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. 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. 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. Operations Optimization Service Sheet. Evaluating strategic, tactical, delivery, and infrastructure elements. Our operations consulting … Read MoreMetrics and Performance Optimization Scorecards must be linked at all levels of the organization. Get a Quote. Sourcing We also reduced Initial Response Time by > 65%; and Priority 1 Time to Response by ~ 75%.​. Basic to this transformation is the fundamental redefinition not only of development and operations (dev and ops), but of their underlying context. Launch's ITIL certified team on-site in Redmond and in Hyderabad managed the entire escalation stack and sequence. We customize our approach to evaluating labor markets and the skill sets required to each client. Examples of McIntosh operationally focused engagements delivering best practice results include: Copyright © 2021 McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. ), Contact efficiency and effectiveness by channel and by skill set or workgroup. 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. 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. Consulting Insight: Gain Efficiencies in the Operations of a Health Plan. McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. BCG’s Operations Centers, located around the world, help companies transform operations to become leaner, move faster, and supercharge operational efficiency. Through our unique approach, our clients have experienced extraordinary gains … 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. 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. Marketing Operations increases efficiency and drives results in marketing organizations. Managing call center operations is an exercise in managing complexity. Ineffective business processes and inefficient departmental workflows raise operating cost and reduce profitability for many small businesses. 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. Disconnects, failure to align metrics throughout the organization, result in miscommunication and a organizational tension as different groups fail to share common objectives. If the forecast is inaccurate, too few or too many resources will be scheduled resulting in poor service levels or low utilization. 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. Workforce Optimization 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. 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. In Depth Articles. Hyderabad, India Labor savings of up to 20% may be realized. However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. Daily reporting is required for most metrics with month-to-date and year-to-date performance available as well. See who Amazon has hired for this role. 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. DevOps basically is a strategic framework for transforming both development and operations into something new and not yet completely defined. McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. This is counter productive to focus. More. Here are a few guiding principles for defining metrics and optimizing performance results: Defining and capturing unfulfilled potential. United States Patent Application 20080306796 . Read MoreOperational Assessment Framework 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%. Clients realize a return on their consulting investment in six months or less depending upon their ability to implement quickly. 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. Operations Consulting. 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. 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. Portfolio-wide FM operations & maintenance staffing and budget estimating, benchmarking, CMMS consulting, process review, and organizational review services. Sacramento, CA Performance reporting must be accurate. Intra-day management Malt Sourcing for Brewers . 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. When everything is measured and everything is important, nothing is important. 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. Educate the organization on these expected anomalies and manage expectations for report consistency. 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. 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. 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