Watch our explainer video to see how we solved a common challenge: keeping distribution groups and security groups up to date. Let's Talk . We create effective targets when we reduce and clarify focus, identifying the most important performance elements. Basic to this transformation is the fundamental redefinition not only of development and operations (dev and ops), but of their underlying context. Organizations focused on superior execution post daily results for all levels of the organization. Defining and capturing unfulfilled potential. Kind Code: A1 . Metrics overlap. 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. Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. Are all aspects of your business operations contributing to your success? We customize our approach to evaluating labor markets and the skill sets required to each client. Metric redundancy is inefficient. 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). Labor savings of up to 20% may be realized. 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. As we collect and analyze operational data, catalog interaction details, observe support processes, and document customer feedback, actionable insights are generated. Actionable Analytics 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). Email The accuracy of the workload forecast, including the accuracy of inputs (historical data and assumptions) Search Operations optimization leader jobs in Atlanta, GA with company ratings & salaries. McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. Actionable data supporting wise business decisions that alter an individual or team’s performance trajectory is valuable. Has a supervisor lost the ability to manage their team’s performance effectively and what is the solution? About Our Business Optimization Business Operations Assessment. 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%. technology that standardizes business process workflows, automates invoicing, and increases data accuracy – dramatically reduces operational expense and increases profitability. Operational Assessment Framework 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 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. ENHANCING TODAY'S PROCESSES FOR TOMORROW'S SUCCESS. 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. 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. 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. We can help. It is far more valuable to have 2-3 metrics per VOC, VOB, and VOE than to have 25 plus measures of performance. Because call centers can measure so many things, we tend to do so. 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. Deliver Actionable Survey Data Through Effective Survey Design. So, when you ask us what our differentiator is, that’s easy: It’s the people. Standard operating policies and procedures Operational Assessments Our experience within this sector: 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. 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. We’re happy to speak with you about your upcoming project. 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. Ineffective business processes and inefficient departmental workflows raise operating cost and reduce profitability for many small businesses. Cars were invented to increase individual freedom. Lewisville Evaluating strategic, tactical, delivery, and infrastructure elements. No challenge too big. Helping your business grow aligning operating model to the revenue drivers providing change and transformation services. Apply on company website Save. Performance relative to metrics should drive decisions and action. Launch's ITIL certified team on-site in Redmond and in Hyderabad managed the entire escalation stack and sequence. The first full month after our < 45 day transition, we scored a perfect NSAT score of 200 (the first time in 14 months). Get on the Path to Value-Driven Business Operations And some focused, smart people. Our Alias360 solution helps managers and group admin save hours each month. Dynamic Consulting Group Inc. is a premier provider of best in operations consulting for small to midsize companies across North America. 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. 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). Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. 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). Tools and technology (WFM, recording, KMS, CBT, HR screening, call routing, reporting, etc.) We work together on each link of the operations value chain, from idea to customer / from product to stores... Read more. In today’s world, understanding your performance is key to surviving in an unpredictable environment. Request A Proposal McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. Business Planning for Maltsters. 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. Intra-day management Data for data’s sake is worthless. Accelerate Performance & Optimize Project Delivery. Because call centers can measure so many things, we tend to do so. We also reduced Initial Response Time by > 65%; and Priority 1 Time to Response by ~ 75%.​. Should a rep be disciplined for a will based performance gap? Daily reporting is required for most metrics with month-to-date and year-to-date performance available as well. Our operations consulting … When it comes to our clients, we use strategic thinking to determine the root cause of impeding performance and project practices. Consequently, we improve your operational efficiency exponentially while reducing the costs and risks. Copyright © 2021 Client Testimonials; Developing, tracing and debugging Drupal; Drupal Performance Tuning and Optimization for large web sites . Performance reporting must be accurate. When everything is measured and everything is important, nothing is important. Gain Efficiencies in the Operations of a Health Plan. 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. Need to consult with an expert? Actionable data supporting wise business decisions that alter an individual or team’s performance trajectory is valuable. Dallas, TX 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 The most significant improvement has been in retention rates that exceed 90% in the first year of employment. technology that standardizes business process A failure for the workload and scheduling plans to mirror each other represents a lost opportunity for optimization. From industry best practices to integrating technologies, we can help your team be more efficient and effect. McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. Browse through our White Papers on various industry topics. 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