With many of our Clients being challenged to meet ever more demanding budgetary targets, a clear focus for 2012 has emerged around cost reduction strategies.
Following a recent eg executive dinner delegates were asked to complete a short questionnaire which highlighted the main focus to be around reducing operational and IT costs without compromising a high level of customer service.
At eg we advocate a balanced set of measures to drive overall performance improvement, spanning the key performance areas of;
Service Levels achieved, Quality scores, Skill based Capability levels achieved, Throughput levels of work, Productivity based performance indicators.
With the numerous KPI’s available within the eg operational intelligence® software suite supporting these key performance areas, we are often asked which are the most important ones to focus on to drive improvements in your current Workforce Optimisation levels?
As a business which specific eg KPI’s are you focussing on in 2012?
Do you combine or link KPI’s from one key performance area to another, for example your Service % and your Efficiency %?
What KPI’s do you use in addition to those available within the eg software suite?
Let us know by sharing your thoughts on this post. We look forward to sharing the feedback we gain and our thoughts on this topic on the 13th March at Anfield for the first of eg’s Focus Group for 2012.