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Case Study 2: OnTrac helped a well known service provider improve its customer satisfaction scores, in a sales process.
OnTrac Operations Assurance
What does it do?
The Operational Assurance Framework helps you establish proven operations management practices at the supervisory level, thereby ensuring stability and predictability in operational outcomes.
The OnTrac Operations Assurance Framework consists of a pair of operational practices which help back office processes achieve stability and predictability in operational outcomes. The key to these practices are a set of operational routines that are implemented at the supervisory with mid management involvement. These routines eventually help in ensuring that all metrics related to resource availability, productivity and quality of output (the operational outcomes) are achieved predictably.
How is it implemented?
Performance Assurance Practices deal with operational routines that prevent operational problems. Performance Management Practices consist of operational routines that help deal with situations once they have occurred. The implementation of the framework takes place over a course of 12 weeks. During this time, our consultants work with team leaders to help them apply a variety of critical operational routines related to these practices. Team leaders are provided knowledge through short, focused briefing sessions, where a variety of tools and templates are provided to them. They are then coached at their workplace to help them apply their knowledge to help improve operational performance.
What are the expected outcomes?
The end result of implementing the Operations Assurance Model, is improvement in key operational metrics related to:
1. Resource Availability: Metrics related to Attrition, Absenteeism and Schedule Adherence show an improvement, through better availability of the resource at work.
2. Productivity: Metrics related to productivity, such as average processing time, average handling time etc., show improvements.
3. Quality: A broad family of quality related metrics also improve. These include quality audit scores, accuracy, first time resolutions, customer satisfaction scores etc.