1955 Lakeway Drive, Suite 270B Email Material Flow Optimization Operations Engineer Amazon New York, NY 2 weeks ago Be among the first 25 applicants. Operational Assessment Framework We’re infinitely curious and always want to make things a little better or invent something that doesn't currently exist. View Our White Papers. Watch our explainer video to see how we solved a common challenge: keeping distribution groups and security groups up to date. Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Malt Sourcing for Brewers . Let us meet your … Consulting ServicesStrategy Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: More. 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. Enterprise Strategy & Optimization; FIT Operations Training & Deployment; Leadership Development & Coaching; OpEx Training & Development; Short/Mid-Term Executive Leadership; Turn-Around & Crisis Management; Valuations, Validations & Diagnostics; Operations Consulting. Assessment of potential sites for call center operations focused on labor market affordability and sustainability and alignment between market skills and our clients’ staffing profiles. McIntosh & Associates It is a waste of reporting time and effort and diminishes out ability to focus. Performance is optimized when decisions are made, action taken, and results monitored to ensure the course is corrected and performance is sustained at a higher level. Fire was invented so we can eat food safely. Asset Management & Maintenance Optimization Asset management is about intelligent maintenance, based on IT systems, databases and network connectivity. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: Voice of the Customer, Voice of the Business, Voice of the Employee. Evaluating strategic, tactical, delivery, and infrastructure elements. Contact efficiency and effectiveness by channel and by skill set or workgroup Operations Optimization Service Sheet. 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. Tools and technology (WFM, recording, KMS, CBT, HR screening, call routing, reporting, etc.) Performance management processes, scorecards, and accountability With the increased demand on healthcare plans to provide exceptional service at reduced costs, making sure the operations side of the house is running as efficiently as possible is of paramount importance. Business & Technology Consulting Define and adapt business processes to maximize digital transformation benefits Netcracker Business & Technology Consulting focuses on the planning, design and fulfillment of business optimization activities for value-driven outcomes. We customize our approach to evaluating labor markets and the skill sets required to each client. Why measure average speed of answer (ASA), average delay in queue (ADQ), service level as measured by the percentage of calls answered within a specific time threshold (SVL), percent abandoned (ABN) when all three measure the same thing (how quickly we answer calls) or the impact of not answering calls (abandon rate). McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. Beginning with the customer experience strategy and identifying the strategic and tactical requirements for operations, we evaluate all aspects of the contact center including support functions as illustrated in the graphic below: As we collect and analyze operational data, catalog interaction details, observe support processes, and document customer feedback, actionable insights are generated. Managing call center operations is an exercise in managing complexity. Are all aspects of your business operations contributing to your success? 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. Metrics must be smart–specific, measureable, actionable, relevant, and timely. Scorecards must be linked at all levels of the organization. ENHANCING TODAY'S PROCESSES FOR TOMORROW'S SUCCESS. About Our Business Optimization Business Operations Assessment. Our framework ensures a comprehensive operational review and actionable recommendations. 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. Asset Illumination Sound facilities asset management starts with knowing what you have in your buildings at multiple levels of your organization. Call flow redesign streamlining call-handling processes, delivering improved resolution rates (5% to 15%), while enhancing customer loyalty. Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. Wise Consulting Associates is a 100% employee-owned, independent Human Capital Management consulting firm that provides system and operations expertise in HCM, WFM, and Payroll Management technology and compliance. 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. , We emulate the end user and client at the same time to build a solution that works for everyone. While all operations are subject to unexpected volatility driven by weather, unanticipated marketing promotions or system outages to name a few, we measure effectiveness by the alignment of schedules and workload. Supply Chain & Operations Consulting Services can help your organization to integrate business strategy with supply chain initiatives to drive sustainable operational excellence. It focuses on end-to-end marketing optimization— from planning and budgeting to execution and analysis. McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. Performance Management Disconnects, failure to align metrics throughout the organization, result in miscommunication and a organizational tension as different groups fail to share common objectives. We always put humans first, because that's why technology exists: to reduce friction in our lives. We work together on each link of the operations value chain, from idea to customer / from product to stores... Read more. It is far more valuable to have 2-3 metrics per VOC, VOB, and VOE than to have 25 plus measures of performance. Daily reporting is required for most metrics with month-to-date and year-to-date performance available as well. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Should reps receive additional training? Related Products / Services . Operational Assessments It is far more valuable to have 2-3 metrics per VOC, VOB, and VOE than to have 25 plus measures of performance. Workload forecasting This is counter productive to focus. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. 1 First of all, we will be using an optimization model to analyze your business processes. Performance Optimization. Should a rep be disciplined for a will based performance gap? Simply put, empathy. ), Contact efficiency and effectiveness by channel and by skill set or workgroup. When it comes to our clients, we use strategic thinking to determine the root cause of impeding performance and project practices. The most significant improvement has been in retention rates that exceed 90% in the first year of employment. Educate the organization on these expected anomalies and manage expectations for report consistency. Lewisville 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. Basic to this transformation is the fundamental redefinition not only of development and operations (dev and ops), but of their underlying context. Call flow redesign streamlining call-handling processes, delivering improved resolution rates (5% to 15%), while enhancing customer loyalty. Overview Our Supply Chain Productivity Solutions help your company improve the performance of your supply chain and reduce its operational costs. Workforce scheduling Accelerate Performance & Optimize Project Delivery. Our expertise spans multiple industry sectors including consumer packaging goods and the food industry. We also reduced Initial Response Time by > 65%; and Priority 1 Time to Response by ~ 75%.​. There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. While all operations are subject to unexpected volatility driven by weather, unanticipated marketing promotions or system outages to name a few, we measure effectiveness by the alignment of schedules and workload. 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