Archive...
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eg operational excellence awards® 2009 shortlist announced
Posted in Awards, Events, General eg news, News On October 26th, 2009eg solutions plc – the operations management software applications vendor – has announced the shortlist for this year’s eg operational excellence® awards.
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One year on from launch, XTAQ Ltd sees in excess of 15,000 users worldwide preparing to raise the bar with this new generation information management tool and its unique approach to measuring the key factors that affect their performance.
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Why do we have the chicken or egg mentality… can’t we have both at the same time?
Posted in Blog, Operations Management On October 23rd, 2009The operational environment is characterised by the proliferation of initiatives that touch on the all-too-often cited people, process and technology space but operational thinking is confused by a number of familiar misconceptions:
1. The infamous ’silver bullet’ – whether this be BPM, …
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eg solutions plc (eg) – the operations management software applications vendor – has been selected as a finalist in the ‘Best Added Value Project Category’ of the Information and Communications Technology (ICT) Excellence Awards.
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After reading an article in Management Today on management trust it got me thinking how trust is fundamental to effective organisational performance.
“Organisations continue to flatten structures to remove unnecessary layers of management, develop team working and empower employees to take …
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Effective operational management at The Co-operative Financial Services, Bank Customer Service Centre
Posted in Case Studies On October 19th, 2009The Co-operative Financial Services, Bank Customer Service Centre made an impressive transition from performing adequately to achieving great results and having the capability to provide an enhanced end-to-end customer experience, with the help of eg.
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eg helps Resolution to achieve a healthy balance
Posted in Case Studies On October 19th, 2009Resolution wanted to improve operational management practices to reduce costs and manage teams in a more consistent way. eg guaranteed a 20% benefit but delivered 26% and helped Resolution Health to improve productivity, quality and customer service.
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Improving operational capability at The Co-operative Financial Services, Debt Management
Posted in Case Studies On October 19th, 2009By helping Debt Recovery undertake increased work volumes with the same number of staff and clearing backlogs, eg delivered a cost benefit of 29% to the department, staff morale is more positive and customer service has improved.
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The journey to improve operational results at The Co-operative Group, Shared Financial Service Centre
Posted in Case Studies On October 19th, 2009The project with eg enabled The Co-operative Group, Shared Financial Service Centre to achieve improved quality and a significant reduction in overtime hours. The development of Team Leader roles transformed the morale and performance of staff and they now see …
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SLA’s in the outsourced world at Royal and SunAlliance and UISL
Posted in Case Studies On October 19th, 2009Royal & SunAlliance (R&SA), one of the world’s leading multinational insurance groups, outsourced processing and administration in its closed UK life operations to UNISYS Insurance Services Ltd (UISL). Part of a 10 year deal, the move now affects more than …
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Delivering Growth and Reducing Costs at Nationwide (formally Portman Building Society)
Posted in Case Studies On October 19th, 2009Previous to the Nationwide and Portman Building Societies merger, The Portman Group engaged eg to improve consistency in Operations Management Information. The project delivered a bottom line saving of 21% and achieved their highest level of customer service on record.
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Improving efficiency at HBOS Financial Services
Posted in Case Studies On October 19th, 2009Unsettled financial market conditions, customer demand and increasing regulation required HBOS Financial Services, like other Life & Pensions companies, to significantly improve their service levels and cost management. The Managers and Team Leaders have benefited through improved personal skills, greater …
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Fact Based Management at Morgan Stanley
Posted in Case Studies On October 19th, 2009The senior management team at the Morgan Stanley Credit Card Operations Centre approached eg to introduce an Operations Management Information system which would enable them to measure performance and improve productivity across all its divisions. This delivered fact-based management, more …
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Achieving operational excellence at The Co-operative Financial Services
Posted in Case Studies On October 18th, 2009eg were asked to support The Co-operative Financial Services in a wider agenda of change designed to modernise the business, improve customer service and reduce costs. The project resulted in reducing staff costs by over 35%, clearing backlogs, improving quality …
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Using Management Information to manage at Intelligent Finance
Posted in Case Studies On October 18th, 2009Despite its rapid growth, Intelligent Finance (IF) is a young lender and needs to target cost reduction without damaging the service experienced by customers. To help achieve this, IF approached eg and through using tried, tested and proven solutions eg …
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eg would like to introduce Paul Cooper, Contact Centre Operations Manager from West Bromwich Building Society, as our first Guest Blogger.
Having spent the day at an eg user group …
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New South African contract
Posted in Clients, General eg news, News, South Africa On October 14th, 2009eg solutions plc (“eg” or “the Company”; LSE-AIM: EGS), the operations management software applications company, announces that it has signed a sales contract valued at approximately £330,000, of which just over one-third is expected to be recognised in the Company’s current financial year, ending 31 January 2010.
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New South African Contract
eg solutions plc
NEW CONTRACT WIN
eg solutions plc (“eg” or “the Company”; LSE-AIM: EGS), the operations management software applications company, announces today that it has signed a sales contract valued at approximately £330,000, of which just over one-third is expected to …
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Should individuals be credited with additional time for reworking a case?
Posted in Blog, Clients / Project information, Operations Management On October 13th, 2009My role in the Client Implementation team involves coaching clients of eg in operations management techniques and in the use of the eg operational intelligence® software suite. In order to measure, manage and improve productivity we spend time at the …
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A key element of my role as a software developer at eg is to keep up-to-date with ever-changing and developing technologies as these are essentially the tools of our trade. I intend to write technical posts for the blog around changes …
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Spolight on customer forums
Posted in Blog, Customer Service, Operations Management On October 6th, 2009To continue the theme of customer service, and as eg are hosting a Software User Group today, I have decided to write a post on customer forums and their customer service benefits.
Every year eg run several operations management best practice …
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Appointment of adviser
eg solutions plc (LSE-AIM: EGS), the operations management software company, is pleased to announce that it has appointed Arbuthnot Securities Limited as its nominated adviser and broker with immediate effect.
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eg and the ICS present: Delivering Intelligent Lean Operations
Posted in News On October 5th, 2009Would you like to hear how service organisations deliver and sustain tangible improvements in customer feedback, process efficiency and people performance through improving business strategies and operations management?
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As this week is National Customer Service Week I thought it was appropriate to write my first post on a customer service-related subject.
Having been at the Business Process Excellence in Financial Services Exchange at Canary Wharf recently, here is a …
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Since Catherine’s post (‘Award winning customer service’) we have been evaluating awards in general. We posted a question about this in a couple of our groups on LinkedIn and had some interesting feedback – ranging from negative comments such as …
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