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 by adding your comment to our blog.

We look forward to sharing the feedback we gain and our thoughts on this topic on the 13^th March at Anfield for the first of eg’s Focus Group for 2012.

Request a copy of your free white paper on Optimising Back Office Performance. eg is a back office optimisation software company specialising in two core solutions, for more information contact us via email or telephone 01785 715772.

Customer Operations at Nationwide Building Society implemented eg work manager^® into the Back Office on a phased basis.  The case study looks into the benefits that eg work manager^® has provided to the Customer Events business area and how the Forecast and Capacity team can use the data now available to improve the Forecasts and Capacity plans.

Read the full back office planning case study.

Excerpt from the case study:

“The priority is to understand and analyse the data that is now available to us so that we can understand our business better and provide more Operational areas with a reliable Forecast and Capacity views so that the Customer Experience can be maintained and improved.

The analysis will involve looking at individual and team performance, highlighting any timing issues on processes that are constantly over and under performing. From this information we will be able to drive efficiencies and help to indentify teams and processes that would benefit from a Lean Review.

The data will enable me to track effectively ‘unavailable’ time and will enable this into our Forecast and Capacity models so a more realistic shrinkage rate can be used rather than the flat 25%. This will enable the team managers to plan more effectively for peak periods and give the Business confidence that resource will be available to meet demand.

We will use the information to move away from providing a flat weekly forecasts and building in the flexibility to provide varied forecasts based on daily and weekly trends.

Through the skills and utilisation data available in eg work manager^® we can now establish where there are any knowledge shortfalls and the Operation Managers can use the information to develop training plans, this will be beneficial when dealing with peak periods and ensure that the correct resource is moved between teams so that there isn’t an adverse affect on the Customer Experience, Performance and Service levels”.

Murray Sutton, Business Support Consultant – Performance and Risk, Nationwide Building Society

“Previously we were not capturing the correct way we recorded volumes of work against their SLA. By having the eg tool we have now been able to re-apply the way this is calculated but more importantly can see independently how the Ops areas are performing against it along with the age profile of work outstanding. This is far more informative for everyone within Customer Ops to be able to work on oldest work first but also now means that we have one version of data going out from the division to other areas of the group.”

Elizabeth Erskine – MI Manager Performance & Risk

Read the full Back Office Planning case study.

There are more case studies from eg available and you can Read what our clients say about the eg operational intelligence® software suite.

If you want regular updates on our news and knowledge sign up to our newsletter.

Why eg?

eg is the only back office optimisation software company that guarantees return on investment and is paid based on the results delivered – whatever you invest in implementation will pay for itself, typically within 6 months.

Our software is totally scalable to match the needs of your organisation with live implementations ranging from 10 to over 5,000 users currently being supported, and scalability proven for up to 10,000 users on a single server.

Our software is working hard for client businesses across the globe, and with over 41,000 users it is resilient and built for everyday use by your business.

To arrange a demo please contact us on +44 (0) 1785 715772 or email ask@eguk.co.uk

He said that by being able to report on work throughput, backlogs, service standard achievements and quality, and at the same time analyse productivity, staff skills and unit costs has been invaluable, as “within days enabled them to identify changes in capability to drive through efficiencies without effecting customer services or processing levels.”

Read the case study

Six years on they are still using an advanced version in the same way enabling them to take a centralised view of all work types, across multiple sites and systems had helped them avoid individual backlogs and improve end to end customer service, whilst the business has been expanding.

They are currently in the final stages of integrating the human resources, finance and information systems into the shared services model.

Williams closing comments were “eg’s systems gives us a consistent platform in terms of workflow management and allows us to take our process view back to basics and review whether we are applying them as well as we have been in the past.”

If you are interested in finding out how you can streamline your back office, contact eg on +44(0)1785 715772 or email us for your free site review.

As a thank you to our clients for completing the survey we entered all respondents into a prize draw for a £50 voucher of their choice. This year’s winner is…

Wendy Crowe at Zurich

At eg we are committed to our clients making the best use of our products and services. Our annual client satisfaction survey required clients to complete the survey to ensure we are constantly achieving the highest standards of service as we are always striving to improve. The purpose of this survey was to find out what they expect from eg with the Helpdesk and Software Support service.

We asked clients to rate different factors shown below on the basis of importance and satisfaction:

• Supportive partnership/relationship between our two firms
• Ability to deal with fault reporting in a timely manner
• Effective communication
• Delivering systems enhancements in line with customer needs
• Quality of development
• Behaviours of our software support employees
• Understanding of your client situation/ability to work within their culture
• Ability to deliver on time

The results show an increase in the importance of systems enhancements and the quality of developments provided as well as how effectively they can be matched and fitted around the companies’ current activities and culture.

It has also shown an overall improvement of how satisfied our clients are with the quality of developments supplied and how eg have understood their situation and fitted into working alongside their culture.

For further details please email or contact Rachel Oliver direct on +44 (0) 1785 715772.

Customer Operations at Nationwide Building Society implemented eg work manager^® into the Back Office on a phased basis.  The case study looks into the benefits that eg work manager^® has provided to the Customer Events business area and how the Forecast and Capacity team can use the data now available to improve the Forecasts and Capacity plans.

Read the full back office planning case study.

Excerpt from the case study:

“The priority is to understand and analyse the data that is now available to us so that we can understand our business better and provide more Operational areas with a reliable Forecast and Capacity views so that the Customer Experience can be maintained and improved.

The analysis will involve looking at individual and team performance, highlighting any timing issues on processes that are constantly over and under performing. From this information we will be able to drive efficiencies and help to indentify teams and processes that would benefit from a Lean Review.

The data will enable me to track effectively ‘unavailable’ time and will enable this into our Forecast and Capacity models so a more realistic shrinkage rate can be used rather than the flat 25%. This will enable the team managers to plan more effectively for peak periods and give the Business confidence that resource will be available to meet demand.

We will use the information to move away from providing a flat weekly forecasts and building in the flexibility to provide varied forecasts based on daily and weekly trends.

Through the skills and utilisation data available in eg work manager^® we can now establish where there are any knowledge shortfalls and the Operation Managers can use the information to develop training plans, this will be beneficial when dealing with peak periods and ensure that the correct resource is moved between teams so that there isn’t an adverse affect on the Customer Experience, Performance and Service levels”.

Murray Sutton, Business Support Consultant – Performance and Risk, Nationwide Building Society

“Previously we were not capturing the correct way we recorded volumes of work against their SLA. By having the eg tool we have now been able to re-apply the way this is calculated but more importantly can see independently how the Ops areas are performing against it along with the age profile of work outstanding. This is far more informative for everyone within Customer Ops to be able to work on oldest work first but also now means that we have one version of data going out from the division to other areas of the group.”

Elizabeth Erskine – MI Manager Performance & Risk

Read the full Back Office Planning case study.

There are more case studies from eg available and you can Read what our clients say about the eg operational intelligence® software suite.

If you want regular updates on our news and knowledge sign up to our newsletter.

Why eg?

eg is the only back office optimisation software company that guarantees return on investment and is paid based on the results delivered – whatever you invest in implementation will pay for itself, typically within 6 months.

Our software is totally scalable to match the needs of your organisation with live implementations ranging from 10 to over 5,000 users currently being supported, and scalability proven for up to 10,000 users on a single server.

Our software is working hard for client businesses across the globe, and with over 41,000 users it is resilient and built for everyday use by your business.

To arrange a demo please contact us on +44 (0) 1785 715772 or email ask@eguk.co.uk

As an economically gloomy year draws to a close, income and profits in the UK financial services sector has fallen at record rates as the recession deepens and the credit crunch continues.  So what is next for Financial Services and what are the key business priorities and strategic objectives to turn things around?

As part of eg’s client events in 2011, Executives and Managers of back office operations across Financial Services organisations were asked to indicate what their key business priorities and strategic objectives would be in 2011/12?

Overwhelmingly, respondents, regardless of level selected the same three priorities:

• Customer service improvements
• Cutting operating costs/IT costs
• Preserving existing revenue streams

So with this in mind, do you think it will be possible to make further Customer Service improvements and cut costs?  The results also indicated that growth will be limited as companies work to preserve existing revenue streams.  These results indicate that recovery will be slow and reiterate the Bank of England view on the longer than expected recovery.

The Institute of Customer Services Customer Satisfaction results clearly show that service matters, as can be seen in these associated articles:

• UK Customer Satisfaction Index July 2011 – executive summary
• first direct and instilling a customer service DNA

Please let us know if you agree with the three key priorities or how yours differ from the ones highlighted above. The full choices of priorities were as follows:

• Customer service improvements
• Regulatory compliance
• Expense control
• Cutting operating costs/IT costs
• Revenue generation
• Increasing profit margins
• Reducing agent attrition
• Increasing sales
• Preserving existing revenue streams
• Regulation and security
• Product innovation

Organisations who participated in the survey were from a range of financial service organisations, varied in size and type of operation across the UK and South Africa.

Now in its ninth year, the eg operational excellence® awards, held recently at The Forest of Arden Hotel & Country Club, Meriden, Warwickshire recognises the achievements of eg’s clients both in the UK and overseas.

The awards showcase companies and teams which are transforming the experience of customers and employees and demonstrate how real-time work management, forecasting, strategic planning and operational excellence can make a positive difference to a company’s performance.

eg’s own export journey started in 2006 with the help of UK Trade & Investment through participation in the Passport to Export programme and the commissioning of several Overseas Market Introduction Services (OMIS). Since then, the company has set up a South African subsidiary and secured new clients in Norway.

eg now has its sights set on expanding into Asia and America. The number of international clients in attendance at the awards ceremony is testament to the success of eg’s international expansion strategy.

eg’s Founder and CEO, Elizabeth Gooch, said “Our awards recognise outstanding contributions made by individuals towards best practice use of the eg principles of operational management®

and the eg software suite.  Set against a backdrop of economic gloom our award entrants have once again shown what can be achieved, year after year”.

Rob Lawley UK Trade & Investment International Trade adviser said “The company has always been excellent to work with and I’m delighted they are doing so well. The awards is a fitting tribute to eg’s companies and highlights just how effective eg’s software can be. I look forward to helping them develop their overseas business in more countries.”

International winners were follows:

• Best Practice Manager (International) – Tracey Basson, Silica (pictured above)
• Best Newcomer Team Manager (International) – Nomsa Mthimunye, Metropolitan Health
• Best Practice Team Manager (International) – Seviours Nkomo, Silica
• Company & Team Awards Forecasting & Strategic Planning – KS/Oppgjør/Konsern/Uføre, DNB Livsforsikring

 eg donated a signed England football shirt of Wayne Rooney’s to one of their clients, Nationwide, after a request to donate a ‘money can’t buy gift’. The shirt alone raised £206 which along with other donations from suppliers raised a staggering £10,436.50 through their online auctions.

 The money raised can make a real difference to children in the UK. The funds raised by Nationwide’s online auction could:

•  Provide breakfast for over 150 children for one year
• Provide 100 beds to stop children from sleeping on bare floorboards
• Provide 450 hours of therapy for abused or neglected children

 eg would like to congratulate Nationwide who in combination with the online auction and other fundraising efforts from employees and customers, are expected to give in excess of £200,000 this year.

 For further information on how your donations make an impact please visit the BBC Children in Need website…. And it’s still not too late to make a donation.

 eg is committed to managing its business in a socially responsible manner and as part of the Company CSR policy supports selected charitable causes.

The eg operational excellence^® awards, now in their 9th year, offer an international benchmark of excellence within the industry.  They showcase Companies and Teams who are transforming the experience of customers and employees and demonstrate how real-time work management, forecasting & strategic planning and operational excellence can make a difference.  Over 130 guests from across the financial services sector were in attendance and generously donated to the appeal.

The Legion has introduced new services and extended the reach of existing ones. They spend over £1.2 million a week on welfare work and as a result, can help around 100,000 people each year so every penny counts.  So far £852.00 has been donated by eg and their client base which goes towards The Royal British Legion Poppy Appeal record breaking fundraising goal of £40 million.

Pictured below are Phil Lee, Non-executive Director and Elizabeth Gooch, CEO at eg solutions with the fundraising cheque.

It’s not too late to donate online – http://www.poppy.org.uk/support-us/give-money

eg is committed to managing its business in a socially responsible manner and as part of the Company CSR policy supports selected charitable causes.

The awards, now in their 9th year, offer an international benchmark of excellence within the industry.  They showcase Companies and Teams who are transforming the experience of customers and employees and demonstrate how real-time work management, forecasting & strategic planning and operational excellence can make a difference.

eg’s CEO, Elizabeth Gooch, said “our awards recognise outstanding contributions made by individuals towards best practice use of the eg principles of operational management^® and the eg software suite.  Set against a backdrop of economic gloom our award entrants have once again shown what can be achieved, year after year”.

The awards evening was attended by guests from many of eg’s clients including: The Co-operative Banking Group, Capita, Legal & General, Geoban (Subsidiary of Santander), The West Brom, Citi, Nationwide Building Society, DNB Livsforsikring from Norway and Silica from South Africa.

When announcing this year’s winners, Tim Becker – the evening’s compere and Client Engagement Manager at eg – said: “The eg operational excellence^® awards celebrate real achievements and reward the hard work and success of Team Leaders, Managers and their teams.  The standard of the nominations this year was extremely high and all the winners should feel extremely proud of their achievements and their progress in the journey to operational excellence.”

The 2011 Winners

Best Newcomer Team Manager (UK) – Kat Nolan, Legal & General Retail Savings

Best Newcomer Team Manager (International) – Nomsa Mthimunye, Metropolitan Health

Best Business Support – Paul Bunce, Nationwide Building Society

Most Improved Team Manager – Jackie Pearson, Capita Life & Pensions

Best Practice Team Manager (UK) – George Hutchinson, Legal & General Retail Savings

Best Practice Team Manager (International) – Seviours Nkomo, Silica

Best Practice Manager (UK) – Adrian Downey, Legal & General Retail Savings

Best Practice Manager (International) – Tracey Basson, Silica

Company & Team Awards

• Best use of Software to achieve Strategic Objectives – Banking Operations Team, Nationwide Building Society

• Operational Excellence Best Practice – Retail Savings Operations Project, Legal & General Retail Savings

• Forecasting & Strategic Planning – DKS/Oppgjør/Konsern/Uføre, DNB Livsforsikring

Photographs from the evening are available on the website.

See the video from the evening

Click here to view the embedded video.