How many of us can say that everything we do in our customer contact operation or back office is really aligned to the customer? Let alone creating an environment in which our people can be truly passionate about performance, so that they contribute to the maximum and the organisation avoids wasted effort?
At the recent Professional Planning Forum Annual Conference the back office stream focussed on bringing front office customer service and planning disciplines into back office or processing operations. See presentation summaries & download recommendations below.
The Professional Planning Forum research suggests data capture is key for driving efficiencies but capturing accurate data in back office environments with current systems is still a big challenge.
Research shows a shift in the methods people are currently using to capture data is moving away from manual input methods such as MS excel which is, essentially, an analysis tool not a tool for data capture and there is definitely a requirement for accurate data.
There is also an increasing need for consistent operations management functionality/ information to help develop core day-to-day operational management competencies.
While less than 5% of organisations believed that their data was totally accurate in both 2007 and 2008, the survey shows a revealing change of heart about the actual quality of data. Whereas in 2007, 43% of those surveyed felt that the data was within 10% accuracy, just over a year later this figure had reduced to only 35%.
If you are interested in any of the following topics:
- front/back office optimisation
- performance management
- resource optimisation and
- increasing employee engagement
view the recommended conference presentation downloads
Summary of recommended downloads:
Performance Management - Tim Becker demonstrates the benefits gained with various clients by capturing the right data. Recognise what balanced performance data needs to be measured and the impact of using standard target benchmarks versus actual activity recording. Gain insight into how targets impact overall performance and business benefits and what happens when targets and measures are incomplete.
Nationwide Case Study – how Nationwide integrated operations following the merger of the Cheshire, Derbyshire and Dunfermline Building Societies and reduced the 30 day backlogs that existed before the changes. Learn how unit work-times dropped 32%, by highlighting potential improvements and implementing changes. Understand the role of MI in enabling change and creating consistency and focus. Hear about how they achieved a ‘team’ culture across 3 locations and engaged colleagues in driving change and the right customer outcomes.
Aviva Case Study – the role of planning with a new ‘managers toolkit for planning’ which raised utilisation by 20% and adherence by 59% in commercial claims and supported a 50% increase in employee engagement.
New to eg’s website? Take a look around our website to find out more about the eg operational intelligence® software suite, review some recent Case Studies and Testimonials or read about the Business Benefits our clients have seen from using intelligent operations management.