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Metrics
Based Management
(A Two
Day Workshop)
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Workshop
Overview
Consistent
delivery is a necessary condition for success in BPO and Customer
Contact Centers. Continuous improvement provides sufficiency.
Metrics based measurement is the key enabler for both drivers.
This workshop provides the 'magic wand' for success in BPO
operations - measurement, management and improvement.
| Data
must lead to actions - for ensuring consistency and improvement: |
- BPO
organizations are rich in data. In fact, many of them
are drowned in data. The challenge is to organize,
analyze and use this data for consistency and improvement.
- Data,
in its raw form, means different things to different
people. Hence, it doesn't mean much for the organization.
For data to be useful, it has to be transformed and
provided a common meaning.
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| How? |
- Selecting
the right data is the first step. From an unmanageable
ocean of data, business priorities dictate what is
important to measure. Creating a relevant dashboard
is hence the first step.
- Key
performance parameters for BPO are customer satisfaction
and cost. Customer satisfaction depends on faster
and better delivery, consistently. Hence, dashboard
design involves identification of those metrics that
measure or influence how to do things faster, better
and cheaper. Selected data is then defined appropriately,
organized, analyzed, and used for actions.
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| This
workshop helps participants in selecting, organizing,
analyzing and using metrics for business success. Using
best practices and pitfalls experienced by
over 50 BPO organizations, this workshop addresses
the 'hard' and 'soft' issues of metrics based management.
It derives learning from application of metrics based
frameworks like Six Sigma. |
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BPO
operations are like process plants, with human equipment!
This
introduces subjectivity and complexity that make metrics
management a challenging task. This workshop takes the
metrics 'bull' by its horns, goes to the heart of operations,
explodes myths and provides a clear direction for success.
It also helps create a Management Information Framework
in terms of who should look at what metrics.
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Workshop
Objectives
This
workshop will help participants:
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- Appreciate
the Business Benefits of Metrics Based Management
- Derive
a Dashboard of Metrics from Key Business Drivers
- Understand
Operational Definitions of Commonly Used Metrics
- Prepare
a Base for Collecting and Organizing Data
- Use
Tools and Techniques to Analyze Data
- Convert
Metrics to Meaningful Actions for Consistent Delivery and
Improvement
- Understand
Who Should Use What Metrics
- Imbibe
industry best practices
- Increase
Readiness to Apply Learning 'on theJob' Immediately
Workshop
Content
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| 1.
Setting the Context |
- Business
Drivers and Metrics
- Voice
of Customer and Metrics
- Types
of Metrics - Effectiveness and Efficiency; Output and Internal
- Key
Metrics - Customer Satisfaction, Employee Satisfaction,
Speed, Quality and Cost.
2.
Defining, Collecting and Organizing
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- Operational
Definitions
- Units,
Granularity and Frequency
- Data
Collection Approaches
- Ensuring
Data Integrity
- Organizing
Spreadsheets and Databases
3.
Analyzing Metrics
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- Targets
- Averages
and Distributions
- Comparing
across Sub-Groups and Attributes
- Forest
and Trees - The Zoom Effect
- Managing
Variation
- Finding
and Confirming Causes
- Analysis
Tools
- Graphs
and their Usage
- Pitfalls
and Best Practices
4.
Who Should do What
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- Organization
Roles
- Responsibility
for Metrics
- Information
Flow
- Accountability
for Actions
- How
to Create Ownership
5.
Technology
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- How
it Helps
- How
it Hinders
- Success
Factors for Technology Deployment
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| 6.
Actions for Improvement and Sustenance |
- Converting
Analysis to Actions
- Reviewing
Impact of Actions
- Sustaining
Improvement
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Methodology
It is an Interactive Workshop that Uses: |
- Presentations
for Knowledge Dissemination
- Discussions
for Knowledge Sharing
- Case
Studies for Exposure to Real-Life Issues
- Individual
and Group Exercises for Application Practice
- Games
for Simulated Learning Combined with Fun
This Methodology
Facilitates Faster Learning, Easier Implementation and Higher
Retention.
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Who
Should Attend
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This
workshop is useful for all managers and analysts in the BPO
industry. Team Leads, Supervisors, and Operations Managers will
find this workshop particularly useful.
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| Metrics
Coverage |
Customer
Satisfaction, Complaints, Customer Churn, First Attempt Resolution,
Defects by Unit and Opportunity, Rework, Forecasting, Schedule
Adherence, Service Level, Speed of Answer, Switch Busy Outs,
IVR Resolution, Abandons, Turn Around Time, Backlog, Productivity,
Outbound Contact Yield, Processing Parked Transactions, Idle
Time and Utilization, Over Time, Employee Satisfaction, Attrition,
Absenteeism, Recruitment, Training, Performance Appraisal, Telecom
and IT, Transportation, Cost of Non-Conformance
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| For
any other information, please mail us at ites@qaiindia.com
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