Workload forecasting Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. We create effective targets when we reduce and clarify focus, identifying the most important performance elements. We partner with our clients to deliver customized solutions that are pragmatic, cost-effective, and that address all elements impacting operations from site selection to staffing and scheduling through operational delivery and performance management. From the back office and research lab to the factory floor and across your entire supply chain, we can help you develop an unconstrained, end-to-end program to transform your operations. We constantly strive to achieve rigorous solutions that make a genuine difference to our customers, the end-users and society. Metric clutter destroys focus. Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: Self-service optimization diverting or deflecting calls normally handled by the live agent environment to well designed web, mobile and automated voice applications with self-service becoming the preferred channel of choice for many customers. Workforce productivity improvements range from 10% to 25%. We create effective targets when we reduce and clarify focus, identifying the most important performance elements. Call observations (Note: McIntosh typically monitors 1,000 calls and attempts to survey at least 40% of calls observed The 1,000-plus operations consultants who make up our global network have a long track record of partnering closely with clients to help unlock new value from every aspect of their operations. Our work is custom optimization. Operations Optimization (OEEoptimization, Corrective & Preventive Maintenance processes, Obsolescence Management, Repair, Warranty, Energy Parts Identification (MRO eCatalogue, Indexation & Versioning, Document Digitalization) In addition to all main offers, Accenture Parts Optimization assists clients with customized services specific to their needs. Reductions in staff for low volume periods are achieved through advance and current day offers of voluntary time off (VTO) with unexpected increases in volumes handled through extended part-time hours, leveraging of home agents or outsource partners for spikes, or in a worst case scenario, overtime for existing staff. Call volume deflections may approach 25%-50% dependent upon the functions being supported. Call centers experience real time volatility in volumes and staffing levels driven by technology hiccups, media driven frenzies, marketing promotions, bad weather, and other factors beyond management’s control. Deliver Actionable Survey Data Through Effective Survey Design. Our experience within this sector: SUPPLY CHAIN OPTIMIZATION. Testimonials. Operations Consulting. TAI Process and Operations Consulting Framework. In survey after survey correlated to actual call handling results, shorter calls rather than longer calls result in higher customer satisfaction and loyalty scores as measured by NPS (net promoter scores). Examples of McIntosh operationally focused engagements delivering best practice results include: Training–remedial, recurrent, and new hire Workforce Optimization Can we help you? United States Patent Application 20080306796 . Get on the Path to Value-Driven Business Operations Practice Areas. > Translate Performance Challenges Into Productive Operations. Workforce scheduling  aligned with forecasted workload distribution patterns, Ineffective business processes and inefficient departmental workflows raise operating cost and reduce profitability for many small businesses. Real Estate October 26, 2018. We help businesses dramatically improve performance by integrating state-of-the-art optimization software models into their decision-making processes. Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. BCG’s Operations Centers, located around the world, help companies transform operations to become leaner, move faster, and supercharge operational efficiency. The objective of the real-time, intra-day management team is to optimize service levels and workforce productivity using a variety of levers available to them including extended or diminished hours, reallocation of resources, and the use of technologies such as Virtual Hold. Microsoft needed a team to coordinate the communication, escalation, and resolution of eDesk and Major incidents for, The first full month after our < 45 day transition, we scored a. It is a waste of reporting time and effort and diminishes out ability to focus. Kind Code: A1 . If data is missing or known to be inaccurate, it must be removed from the reporting process or it will destroy reporting credibility.However, when slight variance occur based on timing of reports or reporting periods, do not allow members of the organization to throw out the baby with the bathwater. Related Products / Services . Performance relative to metrics should drive decisions and action. Overview. It builds a foundation for excellence by reinforcing marketing strategy with metrics, infrastructure, business processes, best practices, budgeting and reporting. So, when you ask us what our differentiator is, that’s easy: Cars were invented to increase individual. Apply for Digital Optimization Manager w/Adobe Analytics at GTN Technical Staffing and Consulting Enter your email to apply with your existing LinkedIn profile, or to create a new one. Operational Assessment Framework McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. Assess your reinsurance infrastructure, processes, workflows, and controls; Outline and quantify potential risks in your operations; Provide remediation strategies to addresses your operational inefficiencies; Provide resources to execute your strategic improvement plan McIntosh has managed over a dozen workforce optimization engagements delivering savings and improved service level performance to firms in the telecommunications, media, and broadband market segments. Independent malting facility audits and improvement plans. Watch our explainer video to see how we solved a common challenge: keeping distribution groups and security groups up to date. We partner with our clients to deliver customized solutions that are pragmatic, cost-effective, and that address all elements impacting operations from site selection to staffing and scheduling through operational delivery and performance management. Browse through our White Papers on various industry topics. When everything is measured and everything is important, nothing is important. Metrics overlap. If the forecast is inaccurate, too few or too many resources will be scheduled resulting in poor service levels or low utilization. And also to clean for us. Are all aspects of your business operations contributing to your success? Average handle time (AHT) reduction of 5% to 25% with initiatives focused on reducing customer interaction time while improving the customer experience by identifying and eliminating or minimizing AHT drivers. Intra-day management adjusting staffing and distributing workload to more efficiently utilize resources Dynamic Consulting Group Inc. is a premier provider of best in operations consulting for small to midsize companies across North America. ​, We emulate the end user and client at the same time to build a solution that works for everyone. If data is missing or known to be inaccurate, it must be removed from the reporting process or it will destroy reporting credibility.However, when slight variance occur based on timing of reports or reporting periods, do not allow members of the organization to throw out the baby with the bathwater. Scorecards must be linked at all levels of the organization. Reductions in staff for low volume periods are achieved through advance and current day offers of voluntary time off (VTO) with unexpected increases in volumes handled through extended part-time hours, leveraging of home agents or outsource partners for spikes, or in a worst case scenario, overtime for existing staff. Operational Optimization Experience: Hyderabad, India The assessment framework leveraged by McIntosh team, defines the data to be collected, the content of interviews and focus forums conducted onsite, the process/system documentation to be reviewed, and the processes to be audited. Consulting ServicesStrategy Labor savings of up to 20% may be realized. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. Malting Operations Audit and Optimization. In today’s world, understanding your performance is key to surviving in an unpredictable environment. Should reps receive additional training? An optimized network can reduce your carbon footprint, help you meet broad sustainability goals, increase the delivery quality of your products and ultimately result in added value, differentiation and a better customer experience. Optimization Consulting By combining our operations research knowledge and industry experience, we provide supply chain end-to-end optimization solutions. 118 open jobs for Operations optimization leader in Atlanta. Search Operations optimization leader jobs in Atlanta, GA with company ratings & salaries. When optimizing the contact center workforce, there are three critical areas that drive utilization and have the potential to impact the customer experience: The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Our Alias360 solution helps managers and group admin save hours each month. Examples of McIntosh operationally focused engagements delivering best practice results include: Managing call center operations is an exercise in managing complexity. The system includes a platform at a remote provider for accepting and storing data from … data accuracy – dramatically reduces Design and deployment of a centralized intra-day operations center overseeing multi-site operations optimizing productivity through adherence monitoring, increasing/decreasing staffing levels through expanded or contracted schedules (e.g., voluntary time off, VTO), monitoring anomalies and adjusting service levels or skill assignments based on operating conditions. ​. Our intra-day management expertise includes the design and implementation of network operations centers that successfully manage multi-site, insourced and outsourced operations with over 4,000 agents in both brick and mortar and virtual settings. Redesign of scorecards and operational reports to provide real-time and historical visibility into performance results and provide the underlying data to enable root cause analysis. We customize our approach to evaluating labor markets and the skill sets required to each client. Metrics overlap. Metric clutter destroys focus. DevOps basically is a strategic framework for transforming both development and operations into something new and not yet completely defined. Superior execution post daily results for all contingencies and have the ability to implement quickly eat food safely by 75... You focus on the Path to Value-Driven business operations contributing to your success executed with precision and...., budgeting and reporting being supported understanding your performance is key to surviving in an environment! Assesses the effectiveness of each operations optimization consulting the organization operations research knowledge and industry experience we! 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