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A Roadmap to Improving a BPO Program

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A Roadmap to Improving a BPO Program

  1. 1. A ROADMAP TO IMPROVING A BPO PROGRAMA MindGears Consulting Insight Engagement towards Operational Excellence (OPEX) Teki Abary Repalda Senior Consulting Partner & Six Sigma Master Black Belt www.mindgearsconsulting.com MINDGEARS CONSULTING insight-driven solutions. creative learning.
  2. 2. a mindgears consulting insight prospectus © 2014 DISCUSSION POINTS 2 approach initial roadmap setting objectives next steps What is our high level engagement process? What are our proposed focus areas? What is the high level timeline for the engagement? What level of tailoring should be done to create detailed project plans? What happens post this discussion? What resources are needed for traction? What agreements are we finalizing? HIGH LEVEL ROADMAP, MILESTONES & FOCUS AREAS NEXT STEPS + RESOURCES What are our primary goals? How will we measure success? What is our accountability measure? How do we structure / interface roles? ENGAGEMENT GOALS & SCORECARD What is our overall treatment for engagement? What are our deployment considerations? OPEX ENGAGEMENT APPROACH
  3. 3. a mindgears consulting insight prospectus © 2014 OPEX ENGAGEMENT APPROACH 3 07 05 “MANAGE TO THE ONE” Focus on Top 5 Leading Indicators, not lagging indicators. Prioritize effectiveness measures before efficiencies 06 STRUCTURED COMMUNICATIONS Build clarity on roles, leader visibility, meeting minders, synergy meetings, client interface, team messaging 08 DRIVE PURPOSEFUL GOVERNANCE Create leader-level accountabilities, monitor progress reporting & compliance to recovery / turn- around goals, escalate swiftly, use visual management, enable R&R purposefully. ENABLE LONG TERM CAPABILITY Mindful of enabling meaningful development support capabilities for frontline leaders. Provision for growth foresight when deploying initiatives 03 01 NO NEED TO REINVENT WHEEL Existing action plans & initiatives are assessed for effectiveness & execution before we create new ones 02 INVEST IN QUICK WINS FIRST Acting upon low hanging fruit issues creates a momentum for success. Bias towards team-level execution. 04 LEVERAGE BEST PRACTICES Employ best methods within the account’s programs, replicate work practice of high performers & emergent ideas INTEGRATE ORG INTELLIGENCE Utilize existing program reports, WFM Intelligence, QA & HR to gauge current Service Delivery performance climate
  4. 4. a mindgears consulting insight prospectus © 2014 THE ENGAGEMENT OBJECTIVES 4 ENABLE SERVICE DELIVERY PERFORMANCE through structured OPEX-SD collaboration, short-term & long term capability assessments, providing operational insight & linking performance to process initiatives PROVIDE ACCOUNT-LEVEL INTELLIGENCE by spearheading analytics through program scorecard integration with existing governance, risk assessments, WFM & BI reporting, as well as HR & QA info - enabling intelligent discovery, foresight and predictive analysis SPEARHEAD INTERVENTION PROJECTS by leading & managing improvement projects within the account & ensuring sustainability of deployed initiatives, turn around times and account recovery goals with overall business growth impact DRIVE OVERALL OPEX ACCOUNT GOVERNANCE By setting OPEX engagement objectives tailored to the account, roadmap design, monitoring deployment, progress & accountabilities, deploying communication interfaces OPEX Governance Metrics OPEX Deployment Metrics Org Analytics SD Scorecard + Financials 1 2 3 4
  5. 5. a mindgears consulting insight prospectus © 2014 OPEX SCORECARD & ENGAGEMENT MEASURES 5 Based on compliance to goal Metric weights aligned to business measures 85% 35% 20% 15% Determined from % completion & timeliness Improvement rate from declared glide path OPEX Satisfaction Index Determined from goals of project charters Determined from % completion & timeliness Control Charts vs. Service Delivery Metrics CUIKA measures Quality of Data Collection Consistency of Reporting Preventive Usefulness 30% Acceptable Minimum Threshold SD SCORECARD + FINANCIALS OPEX GOVERNANCE METRICS OPEX DEPLOYMENT METRICS OPEX ANALYTICS See appendix for summary screenshot of OPEX Engagement Scorecard (Excel 2013)
  6. 6. a mindgears consulting insight prospectus © 2014 PROPOSED FOCUS AREAS 6 Using a Customer Service Account as an Example Priority Account 1 PROGRAM-LEVEL MANAGE TO THE ONE PERFORMANCE GROUPS LEADER CAPABILITIES PROCESS CAPABILITIES Priority Account 2 Priority Account 3 Priority Account 4 NPS / CSAT / CES First Contact Resolution Quality (Critical + Non-Critical) Average Handle Time SLA related indicators Mid-Performers Analysis High Performer Consistency + Best Practice Low Performer Recovery Supervisor ToolKit + Playbook Coaching Support Effectiveness Manager Effectiveness Support Performance Learning Process Quality Detection & Analysis WFM Real Time Support Team Structuring
  7. 7. a mindgears consulting insight prospectus © 2014 OPEX DEPLOYMENT MODEL: RESULTS BASED APPROACH 7  Account Fast Facts Profile  Account RACI Model  KPI Mapping  Initiatives Mapping  Data Collection Plan  Focused Issues List  OPEX Engagement Charter  OPEX Recovery Team  Communication Pan  Governance Calendar + Practice  Quick Wins Project Plan  Focused Area Timelines  OPEX Scorecard + Progress  SD Performance Analysis  Support Functional Analysis  Common Root Cause Analysis  Program Root Cause Analysis  Refined Initiatives + Action Plans  Leader Capability Support  Quick Wins  Deployment Comm Events  Visual Management  Launch / Relaunch Priority initiatives  Governance practice  Rewards + Recognition  Glide Path Scaling  BAU Transitioning of Initiatives  Deploy Mid-Term Initiatives  Best Practice Sharing  Next Wave OPEX Deployment  Governance Meetings  Leader Accountability Report  SD Performance Progress  Overall Engagement Report  Escalations Management  Risk Heat Map 15 days 15 days 55 days 6 months 6 months after first 90 days
  8. 8. a mindgears consulting insight prospectus © 2014 INITIAL DEPLOYMENT ROADMAP : SCOPING 8 7 Business Days  Know Account Structure  Collect Account Scorecard  Gather Table F (or equivalent)  Access WFM/BI Reports  Study Current / Past Audit Findings  Understand WBR / QBR Commitments  Analyse Initial Performance Findings  Build Fast Facts Profile  Map KPI Tree (Leading vs Lagging Indicators)  Map Current & Planned Initiatives  Create Data Collection Plan  Create Issues + Constraints List  Design Quick Wins Priority List  Consult with Account Leaders for Alignment INTERFACE WITH ACCOUNT STAKEHOLDERS  Role Introduction to Account Leaders  Targeted Orientation with Account Leaders  Interview Account Support Leaders  Perform Stakeholder Analysis  Build RACI Chart  Align Focus Areas + Priorities CONSOLIDATE INFO & INITIAL FINDINGSGATHER INFO & RESOURCES 3 Business Days 5 Business Days
  9. 9. a mindgears consulting insight prospectus © 2014 INITIAL DEPLOYMENT ROADMAP : CHARTERING 9 5 Business Days  Build / Select OPEX Account Team  Determine Access to Resources & Logistics  Assess Known Gaps in Resources  Identify Initial Risks  Determine Account Calendar  Seek Alignment from Account Leaders  Consult Support Leaders  Generate Buy In from Executive Stakeholders  Confirm Approval from OPEX Leaders  Communicate Charter  Build Visual Management Support  Launch Charter  Deploy Quick Wins + Continue with Select Initiatives DESIGN THE CHARTER  Design Initial Project Charter  Create Communication Plan  Design Governance Plan  Plot Governance Calendar  Detail Quick Wins Project Plan  Create Detailed Engagement Plan  Design Progress Reporting Templates FINALIZE THE CHARTERSTRUCTURE RESOURCES 3 Business Days 7 Business Days
  10. 10. a mindgears consulting insight prospectus © 2014 INITIAL DEPLOYMENT ROADMAP : ENGAGING 10 10 Business Days  Segment Priority Metrics by Performance Group:  High Performers  Mid Performers  Low Performers  Construct Performance Quadrant:  Effectiveness vs. Efficiency  Consistency  Perform Regression Tests to determine impact factors  Perform Root Cause Analysis  Determine Common Root Causes  Determine Specific Root Causes  Measure Root Cause Impact via Fault Tree Analysis + FMEA  Form Potential Solutions  Create Glide Path per Initiative  Link Initiatives / Action Plans to R&R campaigns  Seek Alignment + Approvals FUNCTIONAL ANALYSIS  Evaluate impact of the following:  Coaching Frequency  Quality of Coaching  Learning Curve / Improvement  Use of Supervisor ToolKit  TL Tenure Distribution  SME Support  Manager Accountability  QA & Training Insight Support  WFM RTA Support SOLUTIONS FORMING & VALIDATIONSD PERFORMANCE ANALYSIS 5 Business Days (concurrent) 10 Business Days
  11. 11. a mindgears consulting insight prospectus © 2014 INITIAL DEPLOYMENT ROADMAP : ENGAGING + DEPLOYING 11 10 Business Days  Determine if current initiatives are  targeting right performance groups  using the right indicators  addressing the right root cause  effectively progressing  has built-in governance mechanism  Refine initiatives + action plans where necessary, or create new initiative plan  Determine initiative resourcing  Seek Alignment + Approval of Initiatives  Publish Initiatives + Action Plans  Roadshow Priority Initiatives  Communicate Governance Mechanics  Deploy Visual Management  Calendar R&R events + campaigns  Launch / Re-launch Initiatives REFINE CAPABILITY SUPPORT*  Create TL Prestige Club for sharing of best practices among frontline leaders  Create TL-SME Learning Centers to build accounting competence in resolving customer issues  Review RTA mechanics & provision for SBR lite routing depending on agent skill  Enhance QA Reporting insight to TL & Account level decision making DEPLOY INITIATIVESREFINE INITIATIVES MAP 20 Business Days 56th day to 6th month period * dependent on business needs
  12. 12. a mindgears consulting insight prospectus © 2014 OPEX GOVERNANCE MODEL 12 OPEX ENGAGEMENT GOVERNANCE OPERATIONAL GOVERNANCE SUPPORT GOVERNANCE STAKEHOLDER GOVERNANCE Leader Visibility on Issues Rolled Up Leader Accountability Report Leader Access on Escalations Championing Synergy Meetings OPEX Monthly Initiative Reviews Overall Recovery Progress Report Table F Management Periodic Engagement Audits Risk Management, FMEA + Heat Map Weekly Performance Dashboard Joint Calibration Team Leader Effectiveness Report Manager Effectiveness Report Glide Path Control (Action Plans) Functional Effectiveness Reviews Team Leader Effectiveness Report Manager Effectiveness Report Glide Path Control (Action Plans)
  13. 13. a mindgears consulting insight prospectus © 2014 OPEX ENGAGEMENT: IMMEDIATE NEXT STEPS 13 1 2 3 4 5 6 Talk about how best to tailor roadmap + Go/No-Go Handshakes Draw Up Initial Agreements & Review Mechanism Consulting Requirements Preparation + 3 OPEX Help Resources* Start OPEX Engagement Finalize Detailed Charters & Timelines Undergo review / closure / hand-off after 6-months • OPEX Account Team to consist of: • 1 Project Leader  1 Project Assisting Manager  1 Data & Metrics Advocate  1 Initiatives Advocate We at MindGears can help assist in deploying this engagement with you. Let’s have a discussion on how best we can support you.
  14. 14. Email us at: teki@mindgearsconsulting.com marge@mindgearsconsulting.com FIND OUT HOW YOU CAN BEST DEPLOY THIS A ROADMAP TO IMPROVING BPO PROGRAMSA MindGears Consulting Insight Engagement towards Operational Excellence (OPEX)
  15. 15. a mindgears consulting insight prospectus © 2014 PROPOSED OPEX ENGAGEMENT SCORECARD 15 OPEX Engagement Scorecard | Account Name : <xxxx> Metric Type R Week Week 1 Week 2 Week 3 Week 4 This Month Base Month Last Month R QTR Goal SD + Financials 30% 27% 20% 21% 23% 25% 27% 15% 20% - OPEX Governance 35% 25% 14% 17% 20% 22% 25% 14% 14% - OPEX Deployment 20% 17% 15% 15% 16% 17% 17% 15% 15% - OPEX Analytics 15% 12% 8% 9% 11% 12% 12% 8% 8% - Goal 85% 85% 85% 85% Totals 185% 81% 57% 62% 70% 76% 81% 52% 57% Metric Weight Summary Service Delivery + Financials OPEX Governance OPEX Deployment OPEX Analytics 27% 20% 25% 14% 17% 15% 12% 8% 85% 85% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% This Month Last Month What is our OPEX Engagement Scorecard Progress? SD + Financials OPEX Governance OPEX Deployment OPEX Analytics Goal Our OPEX Engagement Scorecard rating has improved by 24% since we started the OPEX Engagement. As the majority of ourinitiatives and action plans have been deployed in Week 3, we've seen significant improvement on across the board. Impact to SD & Financials are a testament that action plans are positively affecting the business. Note that the race to 85% is still elusive by 4%. As the initiatives becomeBAU, we are forecasting to fully reach ourscorecard goals by the 3rd month. NOTES ON OUR ENGAGEMENT PROGRESS

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