Industry Analyst reports
eg work manager® Technology Audit by Butler Group
Abstract
eg work manager® is the key component of a software suite from eg solutions that provides detailed real-time operations management information for resource management and work scheduling, allowing users to gain insight into interlinking factors that affect operational performance. The product is aimed at resolving issues arising from the need to improve customer service whilst lowering costs. eg work manager® is supported by five other products and is ideally deployed alongside eg’s principles of operational management®- a proprietary methodology for operational management. Butler Group believes that eg work manager® is best suited to those companies that are heavily dependent on clerical procedures and information processing. eg solutions guarantees a fast Return On Investment (ROI) to its customers allowing them to retain a percentage of eg’s fees, to be paid only when the anticipated results are achieved.
Bloor Operations Management Spotlight paper
Abstract
In today’s service sector marketplace, it is vital to make the processes that deal with the operation of business not only effective and efficient in terms of customer service, supplier and employee use, but also compliant with regulations, both statutory and organisational. In addition, these processes have to support the implemented business strategy of the organisation. Operations management is about measuring and managing effectively; this includes leveraging management techniques such as Six Sigma to determine the criteria for measuring the process and the ability to manage the resource, employees or 3rd parties to deliver the required services in the desired timeframe.
Abstract
The re-emergence of business processes as a core discipline in modern business management is fairly clear. But in order to really derive the maximum benefit from Business Process Management initiatives, firms need to manage the people interface more carefully. Through a focus on this area, successful firms have derived as much as 40% additional productivity improvement over and above that achieved by initial process automation using a BPM engine. In order to achieve these sorts of benefits, firms need to adopt a wider, holistic set of principles surrounding the BPM initiative. They need to institutionalize this as a way of thinking. Thinking that delivers real, tangible results and long term benefits.
Abstract
Workflow technology is one intiative that is being used to ensure companies optimise their resources. The automated routing of documents and tasks around an organisation that links together different systems and users is a concept that appeals to many in this age of cost-cutting. But what are the problems of workflow, and what is the best way of implementing technology?
Professional Planning Forum Back Office Research
Abstract
New research from the Professional Planning Forum shows that, despite the current financial climate, most organisations still do not have the mechanisms in place to improve the efficiency of their back office operations.
ContactBabel – Getting Call Avoidance Right
Abstract
Since the use of call centres and contact centres began, the focus has been upon getting them to work more efficiently. Few current call management strategies look in depth at exactly the type of calls an operation is receiving and why they are receiving them.
