Performance Consulting

What is it?
Performance consulting is a service from OnTrac, that involves solving business problems related to people capabilities in service operations. Service operations could include a variety of internal functions such as recruitment, IT Support, F&A, Sales support, Administration, Payroll etc. They could also include standard back office processes including both voice and data services.

What kind of problems does it solve?
Performance Consulting typically helps improve specific metrics that are not being met. For example, it is possible that the recruitment function needs to reduce its turn around time, or the sales support function needs to increase the quality of the leads that it is generating. Other examples include improving employee satisfaction survey scores, quality scores, productivity etc. in various BPO processes.

How does Performance Consulting work?
There are typically three broad phases in performance consulting.

Study: In this phase, the consultant conducts an initial diagnostic study to understand the problem and its potential causes. Primary data is gathered through observations, interviewsm focus groups and surveys. Secondary data is gathered through review of existing documents.

Analysis: The analysis phase deals with reviewing the information gathered in the study phase and looking for insights. Various analytical tools are used to arrive at conclusions. Based on these conclusions, an implementation plan is then prepared and discussed with the client. Once the plan is approved, the next phase begins.

Implementation: In this phase, all the activities in the implementation plan are executed systematically, in a time bound manner. If required, course changes may occur during implementation. At the end of this phase, the metrics that should have changed are measured again, to check for improvements. This may involve conducting a survey in case of perception related metrics.

What are the components of a typical solution?
Every problem is different and there is no concept of a typical solution. However, some of the commonly used components are trainings (both short and long bursts), coaching, projects, assignments etc. Solutions could also include changes in process, roles, job description and introduction of automation where required.