Process Assessment Example
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This is an example of a process assessment performed for a major telecom provider. It was conducted in 2 days leading a team of 4 analysts.
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Process Assessment Example
- 1. People Process Technology Goals • Increased Transparency – into workflow and agent performance. • Workforce Management – insight and control of WFM • Metrics Accuracy – consistent and accurate metrics that users trust • Efficiency & Throughput – climb beyond the current plateau • Volume Anticipation – capacity reserve for new business • Workflow Evaluation – assessment against our industry experience • Grow Business – attract additional business from internal clients • Desktop Redesign – initiative to revamp the agent desktop
- 2. People Process Technology Analysis • Competent and Well-Intended People – from agents to management • Excessive Cut-and-Paste – systems -> Notepad -> systems/ emails/ Excel • Redundant Entry – systems, logging, spreadsheets, emails, QA • Metrics Issues – distrust of stats = disputes and duplicate tracking. • Multiple Lookups – external systems including assigned rep, prefixes, product availability, and projects • Manual Work Assignment – postmasters distribute work • No Task Ranking – work not prioritized • Workstation Inconsistency – no standard workstation image • Siloed Organization – Specialized queues across similar skill sets
- 3. People Process Technology Analysis • Inconsistent Methodology – little sharing of templates, methods, and best practices • No Formal Training Programs – learn by shadowing • Long Feedback Intervals – inter-day agent performance feedback lacking • Multiple Tracking Applications – redundant entry in 5+ systems • Order Pre-check Lacking – no scrubbing of resolved or ineligible work • Cumbersome Systems – not conducive to common data entry tasks • Email Over-reliance – used as defacto queuing and tracking tool • Chat Not Optimized – chat in infancy at current 1:1 ratio.
- 4. People Process Technology Current Workflow Inbound Work 5 systems + email sources. DCAM PBO BCOM BBOT Completed Work
- 5. People Process Technology Solution Overview Single Team Single Single View Single Single • Cross Trained Queue • Reporting Portal Approach Vision • Load • Scrubbed • Near Real-Time • One Desktop • Continuous Balanced • Prioritized • Automated Image Measurement • Filtered Logging • Standardized • Continuous • Postmasters • All Geographies processes Improvement Eliminated • Standardized training curriculum
- 6. People Process Technology Our Solution 1. Implement Virtual Intelligent Robotics • BOTS automatically work various common format lists without error and with minimal human intervention. • Automate common transaction types entirely
- 7. People Process Technology Our Solution 2. Create Work Queue Application • Extract work from multiple sources to single work queue • Pre-process work queue to eliminate “touches” and ineligible work • Filter incoming work by time-zones • Rate and track work-in-queue for effort and type to predict capacity and skill requirements (WFM) • Eliminate postmaster role • Eliminate manager review and approval cycles
- 8. People Process Technology Our Solution 3. Create a Consistent Workstation Image • Define single image across all desktops • Secure and rapid development outside IT red tape • Seek single approval and certification event for multiple upgrades
- 9. People Process Technology Our Solution 4. Implement Data Extraction & Insertion Tools • Open multiple apps from a single BAN, PTN or reference ID • Eliminate scratchpad and agent cutting/ pasting • Automate external lookups (Direct/Indirect; NLT (Dealer Code),; Device Availability, Upgrade availability, SKU3, Impact/Prefix #,; Project List, etc.) • Automate common disposition and closure types • Text inserter for common emails, logs and responses • Auto-extract and format logging content • Implement cut/paste tools (multi-cut, multi-paste)
- 10. People Process Technology Our Solution 5. Create a Multi-Use Database • Use data extraction to create a transaction database • Provide unified tracking for QA, performance, and WFM • Eliminate BOM and Quick-Base applications • Eliminate CYA tracking • Eliminate redundant QA tracking • Superior AHT statistics without additional effort • Feed main queue for follow-up tracking
- 11. People Process Technology Our Solution 6. Create New, or Leverage Existing Agent Portal • Multi-Use Database view transaction lists and roll-up statistics to increase agent confidence in reporting mechanisms • Immediate and accurate feedback to agents into individual and team performance. • Build and reinforce team spirit and cohesiveness. • Provide a forum for team-wide announcements, KB, discussion forum, suggestion box, best practice, customer feedback, etc.
- 12. People Process Technology Our Solution 7. Implement StopWatch • Benchmark current utilization and usage patterns • Utilization and transactional AHT for WFM fine tuning • Implement Continuous Improvement Process for long-term analysis and initiatives.
- 13. People Process Technology Our Solution 8. Create Standardized Department-Wide Training Materials • Rewrite flows to accommodate automation changes and standardized methodologies • Implement Decision Support System for complex workflows • Create a training curriculum to cross-train all agents across multiple queues.
- 14. People Process Technology Our Solution 9. Deploy Center of Excellence Team • Cross-training would occur in stages • Metrics and logging would be provided by Multi-use DB • Work would be taken from the common queue • Relative performance readily compared against legacy team • Rapid ramp-up and down including Work-at-Home option • Possibility of “round the clock” processing for certain tasks and to guarantee SLA’s
- 15. People Process Technology Our Solution 10. Deploy Desktop and Methodology to Internal Teams • Return to cross-train legacy teams • Job satisfaction increases retention • Portal feedback provides a sense of accomplishment • IT need approve a single enhanced desktop image for redeployment • Load balance across entire team • Simplify hiring and movement of teams • Reduce commute times for certain workers
- 16. People Process Technology Current Workflow Inbound Work 5 systems and email sources. DCAM PBO BCOM BBOT Completed Work
- 17. People Process Technology Our Workflow Inbound Work 5 systems and email sources. Ineligible Sources SLA Timer Single Dedicated Queue Rep Fully Automated SLA Timer Tool Reduced Assisted Touch Completed Work