Practice Areas. Read MoreOperational Assessment Framework METHOD AND SYSTEM FOR PROVIDING CLOSED-LOOP OPERATIONS CONSULTING AND OPTIMIZATION . 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. From industry best practices to integrating technologies, we can help your team be more efficient and effect. Performance reporting must be accurate. We’re infinitely curious and always want to make things a little better or invent something that doesn't currently exist. However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. Workforce scheduling  aligned with forecasted workload distribution patterns, The most significant improvement has been in retention rates that exceed 90% in the first year of employment. We’re happy to speak with you about your upcoming project. Fire was invented so we can eat food safely. Operations Consulting. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. When optimizing the contact center workforce, there are three critical areas that drive utilization and have the potential to impact the customer experience: Performance reporting must be accurate. 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). No client too small.​. Performance Optimization. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Helping your business grow aligning operating model to the revenue drivers providing change and transformation services. Operational Optimization 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. Evaluating strategic, tactical, delivery, and infrastructure elements. Operational Assessments Performance relative to metrics should drive decisions and action. Scorecards must be linked at all levels of the organization. Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. 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. Asset Illumination Sound facilities asset management starts with knowing what you have in your buildings at multiple levels of your organization. technology that standardizes business process workflows, automates invoicing, and increases data accuracy – dramatically reduces operational expense and increases profitability. Portfolio-wide FM operations & maintenance staffing and budget estimating, benchmarking, CMMS consulting, process review, and organizational review services. Labor savings of up to 20% may be realized. Voice Of The Customer Search Operations optimization leader jobs in Atlanta, GA with company ratings & salaries. 118 open jobs for Operations optimization leader in Atlanta. McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. DevOps basically is a strategic framework for transforming both development and operations into something new and not yet completely defined. 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, …). Transforming a shipping industry leader with Material Flow Optimization Operations Engineer Amazon New York, NY 2 weeks ago Be among the first 25 applicants. Deliver Actionable Survey Data Through Effective Survey Design. 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. United States Patent Application 20080306796 . About Our Business Optimization Business Operations Assessment. Apply on company website Save. So, when you ask us what our differentiator is, that’s easy: Cars were invented to increase individual. We assist clients to maximize the contribution of their operating platform to their … Managing call center operations is an exercise in managing complexity. Malting Operations Audit and Optimization. Kind Code: A1 . Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Call flow redesign streamlining call-handling processes, delivering improved resolution rates (5% to 15%), while enhancing customer loyalty. 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 … When everything is measured and everything is important, nothing is important. Intra-day management Metrics and 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. Our expertise spans multiple industry sectors including consumer packaging goods and the food industry. Should reps receive additional training? Business Planning for Maltsters. Client Testimonials; Developing, tracing and debugging Drupal; Drupal Performance Tuning and Optimization for large web sites . Consequently, we improve your operational efficiency exponentially while reducing the costs and risks. Streamlining Efficiency A Strong Foundation for Ease & Scalability. Voice of the Customer, Voice of the Business, Voice of the Employee. 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). It is a waste of reporting time and effort and diminishes out ability to focus. In today’s world, understanding your performance is key to surviving in an unpredictable environment. 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. A failure for the workload and scheduling plans to mirror each other represents a lost opportunity for optimization. TAI Process and Operations Consulting Framework. Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. 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. 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. , We emulate the end user and client at the same time to build a solution that works for everyone. Has a supervisor lost the ability to manage their team’s performance effectively and what is the solution? 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. Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. It focuses on end-to-end marketing optimization— from planning and budgeting to execution and analysis. Related Products / Services . Email ENHANCING TODAY'S PROCESSES FOR TOMORROW'S SUCCESS. Actionable data supporting wise business decisions that alter an individual or team’s performance trajectory is valuable. 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. When everything is measured and everything is important, nothing is important. View Our White Papers. Metrics must be smart–specific, measureable, actionable, relevant, and timely. Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. Let's Talk . 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. We’re happy to speak with you about your upcoming project. Metrics must be smart–specific, measureable, actionable, relevant, and timely. Basic to this transformation is the fundamental redefinition not only of development and operations (dev and ops), but of their underlying context. 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. Our Alias360 solution helps managers and group admin save hours each month. Evaluating strategic, tactical, delivery, and infrastructure elements. 1955 Lakeway Drive, Suite 270B Sacramento, CA Actionable Analytics McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. 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. 1 First of all, we will be using an optimization model to analyze your business processes. Watch our explainer video to see how we solved a common challenge: keeping distribution groups and security groups up to date. 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. NEW TIMES CALL FOR NEW DELIVERY MODELS. Documented call flows Our operational optimization consulting is a holistic approach leveraging technology, staffing solutions, and processes to deliver optimized operations. We customize our approach to evaluating labor markets and the skill sets required to each client. Asset Management & Maintenance Optimization Asset management is about intelligent maintenance, based on IT systems, databases and network connectivity. We work with each client to make sure each assignment is tailored to fit exactly with the specific business objectives, needs and constraints. 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. ​, We emulate the end user and client at the same time to build a solution that works for everyone. ), Contact efficiency and effectiveness by channel and by skill set or workgroup. Launch's ITIL certified team on-site in Redmond and in Hyderabad managed the entire escalation stack and sequence. No challenge too big. Boise, ID Get on the Path to Value-Driven Business Operations Request A Proposal In Depth Articles. This is counter productive to focus. Daily reporting is required for most metrics with month-to-date and year-to-date performance available as well. Read MoreMetrics and Performance Optimization Our logo summarizes our practice. 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. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. 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. Training–remedial, recurrent, and new hire 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. Overview Our Supply Chain Productivity Solutions help your company improve the performance of your supply chain and reduce its operational costs. 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. 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. 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