More than 100 businesses, including some of the biggest and smallest in the West Midlands have put themselves forward for the 11 categories so the judges really had their work cut out to whittle the selection down to the cream of the crop.

Staffordshire based eg also entered the ‘Company of The Year Award’ and the judges announced that as so many companies put forward excellent applications for this category they have decided to consider all of the short-listed companies for this prestigious award.

The winners will be announced at the Awards Gala Dinner on Monday 20 September 2010 at The International Convention Centre.

Elizabeth Gooch, Chief Executive Officer of eg solutions plc said: “International trade has enabled eg to trade through and grow despite the difficulties in our core UK market.  Once again it is really motivating that the benefits of our export efforts have been recognised by being shortlisted.”

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For more information on eg please contact Rachel Oliver, Marketing Manager at eg, on +44 (0) 1785 715772, email racheloliover@eguk.co.uk or visit www.eguk.co.uk.

About eg solutions plc

eg solutions plc is a global back office optimisation software company. Our software provides historic, real-time and predictive Operational MI.  When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

The certification process is based around the achievement of pre-defined standards and is a highly-regarded badge of excellence.

As part of the assessment process, Accredit UK measured the whole of eg’s people, processes and performance factors.  It did this across 5 areas of the operation:

• Business Management – how well does a business manage itself and its personnel?
• Business Direction – how well has a business planned its strategy?
• Business Generation – how well does a business go about generating new business?
• Delivery & Operations – how well does a business carry out its activities?
• Customer Relationships – how well does a business manage its customers?

An independent assessor concluded that eg met the required standards in all 5 areas of its business; so purchasers can be sure that eg will perform well in every area.

In gaining this unique standard it demonstrates eg has achieved excellent performance standards in core business processes and has proven its commitment to continuous improvement.  An annual review will be carried out to ensure that we continue to improve and meet the required expectations.

Tony Lynock, Head of Software said “Certification is only awarded to the best ICT suppliers so we are proud to have achieved this recognition.  The blue-chip companies we work with now have the additional reassurance of eg as an ICT supplier having the core requirements to carry out a project, ensuring minimal risk.”

Accredit UK has produced a Guide to Purchasing ICT. It helps Purchasers by giving them useful advice on how to get the most from their ICT Supplier. http://bit.ly/d4mFTl

The team of 3 (pictured below) consists of one runner (Moss), one swimmer (Hayward) and one cyclist (Cooper) who will each perform their specialism then hand over their timing chip (‘the baton’) at the end of each leg.

It is going to be a tough challenge but they hope to raise over £500.  Training has been taking place over the last 3 months and the team are confident they will achieve their target.

The money raised is vital for the future of the children and their survival and eg are proud to be sponsoring the team.  It costs approximately £40.00 per child per year to supply daily food supplies of e-pap to keep the children strong and healthy – that’s less than £3.50 per month.  Around £125 can provide one child’s food, clothing and school fees for a year.

Mark Cooper commented “the bike course will benefit from road closures which is a rarity in central London, so hopefully this will give us the best chance possible.  We ask that people give generously for this worthy cause”.

Please help us to hit the target by sponsoring online at www.doornkop.co.uk

The aim of the Doornkop Needy Children Centre (DNCC) is to provide shelter, clothing, education and love to those orphans and destitute children from the age of 0 – 5 years.

The Centre, situated in Snakepark, a poverty-stricken area of Soweto, was started in August 2002 by two concerned mothers who were aware of the fact that many children – some abused, some abandoned, but most just plain poor – desperately needed some sort of crèche facility and care. They approached the community, secured permission to use a church gathering point and now look after 160 children.

For more details on the event visit http://www.thelondontriathlon.co.uk/

Pictured left to right Mark Cooper, Jonathan Hayward & John Moss

Here’s an excerpt…..

Bloor Research identified that there were a number of solutions that organisations may have already purchased or are thinking of purchasing to solve the issues involved in gaining control of operations management.  Bloor identified that there were two key approaches of IT solutions built to support operations management.  The first is based around Business Intelligence which requires significant effort to tailor an appropriate solution.  The second approach involves the use of specialised applications consisting of a variety of automated components, including workforce management, capacity management, customer management, process management.

If you would like to be the first to receive this paper please complete the short form below.

Other associated link that may be of interest:

Linked in groups:

eg operations management http://bit.ly/cq6Egd

Operational Intelligence http://bit.ly/acZvOV

Blog: http://bit.ly/b6fVQ9

Legal & General Protection extended the use of eg’s software and methodology within it’s Strategic Partner business to provide consistent capacity planning and resource sharing, both across it’s two sites and across strategic accounts. This has created significant capacity that has been shared with other areas of the business to reduce overall operating costs and  improve customer service performance.

Read the full case study on optimising the back office and benefits delivered.

This latest InDetail release looks at eg solutions operational management solution, including technical architecture and client case studies and is a must read for anyone interested in improving operations management and optimising back office performance.

If you would like to be the first to receive this paper please complete the short form below.

Other associated links:

Linked in groups:

eg operations management http://bit.ly/cq6Egd

Operational Intelligence http://bit.ly/acZvOV

Blog: http://bit.ly/b6fVQ9

Suppliers also need to become more efficient and operating at lower costs.  But efficiency is meaningless unless excellent service is offered as well.  The bits of paper and email correspondence may just be ‘work items and cases’ but represent the real lives of customers.

Often with clients I hear that productivity monitoring and workforce management is key, which yes is paramount especially in the back office and customer contact operations.  However, it is not just time and attendance, productivity and absence management that should be used as performance measures.  How many providers work on getting it ‘right first time’ and practice good operations management?

If providers had the right Management Information they could allocate work according to available skills, manage the quality of work and ‘manage-the-tail’ of their work, ensuring action is taken on the most important work to ensure customer requirements can be met.  Thus reducing customer complaints.  With the right performance measures in place complaints can be reduced or in some cases avoided altogether.

Did you know that a typical business only hears from 4 percent of its dissatisfied customers? The other 96 percent quietly go away.  Of this 96 percent, 68 percent never reveal their dissatisfaction because they perceive an attitude of indifference in the owner, manager or employee.

This statistic is particularly dangerous for businesses because if a dissatisfied customer can’t express their complaints to a business, they’ll express them through other outlets such as friends, neighbours and family.  A typical dissatisfied customer will tell eight to ten people about their problem.  One in five will tell 20.  It takes 12 positive service incidents to make up for one negative incident. Seven out of ten complaining customers will do business with you again if you resolve the complaint in their favour.  If you resolve it on the spot, 95 percent will do business with you again. (Source: Art Waller, Regional Department Head for Utah State University).

So, as my colleague Andrew Baker mentioned in his ‘Quality’ blog whatever your measure for quality, how do you know the amount you verify, check, inspect or audit is enough?  And what can you do to build quality in before the event, rather than find out after?

If you would like to know more how good operations management can reduce your complaints and deliver bottom line results then take our free site survey.  Call eg today on 01785 715772

eg solutions plc (“eg solutions” or “the Company”; LSE-AIM: EGS), the back office optimisation software company, is pleased to announce the signing of a contract, worth approximately £430,000,   with the general insurance division of an existing eg client.

The contract is for Nuqleus 3D, the business performance software acquired through XTAQ in March 2010, to provide management information supporting a broad range of Operational Excellence initiatives including Resource Optimisation, Process Excellence and Continuous Improvement.  Both the data capture and reporting modules of Nuqleus 3D will be rolled-out through a phased deployment to 2500 users.

Work will commence immediately and it is expected that the majority of revenues contracted will be recognised in the current financial year.

Elizabeth Gooch, Chief Executive Officer, commented:

“We are delighted to have won this contract, the first since eg acquired XTAQ.  It underpins our confidence in the sales potential of Nuqleus 3D, identified when we bought the business, and strengthens our position to deliver profitable growth over the next year and beyond.  In addition, the complementary product set acquired through XTAQ will enable eg to satisfy the growing demand for real-time data capture”.

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Clients now have greater flexibility to administer and deliver eg’s training solutions.

e-learning includes a forum and discussion groups around specific topics to encourage learners to share questions and ideas.  It also has an assessment facility to validate participants understanding of specific modules or courses.

Administrators can manage users, roles, courses, instructors, facilities and generate reports for end users, Team Leaders and Customer Service Managers.

Some of eg’s core training modules, such Daily Activity for staff and Team Managers and eg operational intelligence^® reporting which support the implementation of the eg operational intelligence^® software suite, are now being undertaken through e-learning.

The e-learning tool will improve the accessibility of training through a centralised and easy-to-use portal offering multiple benefits such as:

• Building effective training programmes to accommodate staff located in multiple locations
• On-going access to on-line training to support sustainability requirements
• Easy deployment and full Management Information reporting
• Measuring the success of training and staff knowledge
• Increasing efficiency of training through role based training and individual/group training curriculums
• Courses can be completed remotely and self-paced
• Networking with peers through the virtual forums
• Branded front-end for customised ‘look and feel’

The training provided through e-learning will be supported by on-site support to ensure complete skills transfer.  The management information available will allow Managers to see who has completed the training, test results and any areas of concern.

Tim Becker, Head of Client Solutions commented:

“Feedback from Clients showed the demand for access to consistent training following the initial implementation both in relation to the use of the eg operational intelligence^® software suite and the eg principles of operational management^®.

It eradicates the ‘sitting with Nelly’ strategies that typically exist and ensures consistency of learning and complete flexibility for our clients”.

For more information or to arrange a demo, please contact Rachel Oliver, Marketing Manager at eg, on +44 (0) 1785 715772, email racheloliover@eguk.co.uk or visit www.eguk.co.uk.

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For more information please contact Rachel Oliver, Communications Manager at eg, on +44 (0) 1785 715772, email racheloliver@eguk.co.uk or visit www.eguk.co.uk.

Notes to editors:

About eg solutions plc

eg solutions plc is a global back office optimisation software company. Our software provides historic, real-time and predictive Operational MI.  When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

eg’s proprietary software package eg operational intelligence® including eg work manager® has been developed and refined over the last 18 years and form a comprehensive work, resource and performance reporting tool. It enables clients to gather information about the key factors affecting performance and using eg’s operational management techniques identify appropriate decisions and actions that improve efficiency and reduce costs within weeks.

When implemented with the eg principles of operational management® methodology, eg operational intelligence® provides the opportunity for eg’s clients to double their productivity and dramatically improve customer service levels almost immediately. It also forms a foundation for continuous improvements in subsequent years.

The Company, which is listed on the Alternative Investment Market (’AIM’) of the London Stock Exchange, is committed to customer satisfaction and the ongoing development of its operations management solutions.

How to create back office optimisation/world-class operational management capability.

• Getting the right behaviours to drive change and deliver results
• Adopting the right management practices: measure, manage, improve
• Optimising efficiency through the power of performance data
• A structured approach to managing for optimum efficiency gains

See the short client video

http://www.eguk.co.uk/about-eg/our-clients/

The conference will bring together the key decision makers driving operational transformation in financial services to debate the impact of the evolving business environment on operations. The event allows delegates and speakers from across the retail financial services sectors to share ideas and experiences on issues such as operational efficiency, customer service, outsourcing and fraud. Download the brochure

Interested in reduced delegate rates?  Email for details

Our solutions deliver a consistent approach to actively managing work, people and processes anywhere in the business, significantly improving operational effectiveness. Wherever our solutions are used, customer service, quality and productivity standards improve, rework is minimised and bottlenecks are removed.