Read the latest case study from Murray Sutton, Business Support Consultant – Performance and Risk on how eg work manager® and eg operational intelligence® has benefited Customer Operations at Nationwide Building Society. This was written following his Professional Planning Forum Specialist Certificate In Back Office Planning.
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.
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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.
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