This succinct post will give you some key questions to ask about your operation aimed at helping you uncover problems that may not be immediately apparent. This is a complex subject and has many interdependent factors but the answers to these questions should get you thinking about the potential opportunity to be capitalised on. This is by no means a \u2018comprehensive checklist\u2019 or a \u2018how to guide\u2019 but it is a great starting point to help quickly ascertain if there is hidden opportunity in your operation to be further investigated.<\/p>\n
When you examine your key operational metrics, how does the operational dashboard look? Are call volumes, grade of service and complaints all strong and well within SLA? Tick. Do you have a team of internal change agents and BPR people working on a number of projects? Tick. And is your operations director happy that there are no issues or challenges requiring urgent attention? Tick.\u00a0<\/em><\/p>\n Now dig a little deeper\u2026<\/strong><\/p>\nAre you targeting the right metrics? Now take a glimpse into the future\u2026<\/strong><\/p>\nMarket conditions will get tougher as competition intensifies. \u201cNothing stops an organisation faster than people who believe that the way you worked yesterday is the best way to work tomorrow.\u201d<\/p>\n
\nDoes reporting actually reflect the service that your customers are receiving?
\nAre your change teams actually delivering measurable improvements?
\nAre outstanding audit points increasing?
\nAre your metrics green or red \u2013 have they been like this for some time?\n
\nNew and existing players will take away market share.
\nAn evolving regulatory environment will enforce changes to well-functioning processes, creating additional work volume altering your cost model and reducing margins.\n\t