The document discusses how to increase productivity in a business. It recommends calculating key metrics like average handle time and workload trends. It stresses the importance of setting clear goals, communicating them effectively to employees, and linking consequences and rewards to meeting those goals. Regular feedback is also advised to recognize top performers and address any issues. If executed well, the approaches discussed could potentially lead to reductions in attrition and absenteeism while increasing productivity, employee morale, customer satisfaction, and profits.

1. How to Increase Productivity Tim Wade As presented at the: © 2010 Tim Wade - www.TimWade.com

2. The Challenge: 3% © 2010 Tim Wade - www.TimWade.com 2 Singapore Government has asked businesses to increase productivity by 3% p.a.

3. Analysis Calculate Average Handle Time per item Trend Workload Forecast Incoming Understand Triggers Calculate Transaction Costs 3 What reports do you need? © 2010 Tim Wade - www.TimWade.com

5. Present upwards in the buyer’s language: ROI, P&L

6. Frontline staff are the key© 2010 Tim Wade - www.TimWade.com

7. Structure Structure must supportstrategy, not precede it Increase frequency of measurement cycles Put people in roles to deliver goals 5 What needs to be in place? © 2010 Tim Wade - www.TimWade.com

8. Systems Reduce process redundancy by … (10%) Streamline and eliminate redundant processes Set up new processes that serve www.TimWade.com 6 What don’t we need to do?

10. Encourage: “Yes We Can”

11. Expectations:Reduce attrition &absenteeism

13. Feedback Give & Receive feedback Ask Listen Respond 1-1 v Group Eg: Korea sales case study 9 How frequently, to whom and about what? © 2010 Tim Wade - www.TimWade.com

14. Consequence Establish & articulate consequences Goal = Consequence Action v Inaction … both have consequences Reward & Recognition – positive motivators $$$ Leadership 10 What happens when…? © 2010 Tim Wade - www.TimWade.com

15. Profitable? Productivity Client Results: Attrition -12% Absenteeism -27% Productivity +17% Employee Morale +35% Customer Satisfaction +80% Communication Effectiveness +100% Profitable? only if excess/surplus is used to reduce cost or increase revenue. 11 © 2010 Tim Wade - www.TimWade.com

16. How to IncreaseProductivity Get the full article: www.TimWade.com +65 6220 8682 © 2010 Tim Wade - www.TimWade.com