a roadmap to improving a bpo program

A ROADMAP TO IMPROVING A BPO PROGRAMA MindGears Consulting Insight Engagement

towards Operational Excellence (OPEX)

Teki Abary RepaldaSenior Consulting Partner & Six Sigma Master Black Beltwww.mindgearsconsulting.com

M I N D G E A R S C O N S U LT I N Ginsight-driven solutions. creative learning.

http://www.mindgearsconsulting.com/

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


OPEX ENGAGEMENT APPROACH

3

07

05“MANAGE TO THE ONE”Focus on Top 5 Leading Indicators, not lagging indicators. Prioritize effectiveness measures before efficiencies

06STRUCTURED COMMUNICATIONSBuild clarity on roles, leader visibility, meeting minders, synergy meetings, client interface, team messaging

08DRIVE PURPOSEFUL GOVERNANCECreate leader-level accountabilities, monitor progress reporting & compliance to recovery / turn-around goals, escalate swiftly, use visual management, enable R&R purposefully.

ENABLE LONG TERM CAPABILITYMindful of enabling meaningful development support capabilities for frontline leaders. Provision for growth foresight when deploying initiatives

03

01NO NEED TO REINVENT WHEEL

Existing action plans & initiatives are assessed for effectiveness & execution

before we create new ones

02INVEST IN QUICK WINS FIRST

Acting upon low hanging fruit issues creates a momentum for success. Bias

towards team-level execution.

04LEVERAGE BEST PRACTICES

Employ best methods within the account’s programs, replicate work practice of high

performers & emergent ideas

INTEGRATE ORG INTELLIGENCEUtilize existing program reports, WFM Intelligence, QA & HR to gauge current Service Delivery performance climate


THE ENGAGEMENT OBJECTIVES

4

ENABLE SERVICE DELIVERY PERFORMANCEthrough structured OPEX-SD collaboration, short-term & long term capability

assessments, providing operational insight & linking performance to process initiatives

PROVIDE ACCOUNT-LEVEL INTELLIGENCEby 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 PROJECTSby 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 GOVERNANCEBy setting OPEX engagement objectives tailored to the account,

roadmap design, monitoring deployment, progress & accountabilities, deploying communication interfaces

OPEX Governance MetricsOPEX Deployment Metrics

Org Analytics

SD Scorecard + Financials

1

2

3

4


OPEX SCORECARD & ENGAGEMENT MEASURES

5

Based on compliance to goalMetric weights aligned to business measures

85%

35%

20%

15%

Determined from % completion & timelinessImprovement rate from declared glide pathOPEX Satisfaction Index

Determined from goals of project chartersDetermined from % completion & timelinessControl Charts vs. Service Delivery Metrics

CUIKA measuresQuality of Data CollectionConsistency of ReportingPreventive 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)


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


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


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


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


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


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


OPEX GOVERNANCE MODEL

12

OPEX ENGAGEMENT GOVERNANCE

OPERATIONAL GOVERNANCE SUPPORT GOVERNANCE

STAKEHOLDER GOVERNANCELeader Visibility on IssuesRolled Up Leader Accountability ReportLeader Access on Escalations

Championing Synergy MeetingsOPEX Monthly Initiative Reviews

Overall Recovery Progress ReportTable F Management

Periodic Engagement AuditsRisk Management, FMEA + Heat Map

Weekly Performance DashboardJoint Calibration

Team Leader Effectiveness ReportManager Effectiveness Report

Glide Path Control (Action Plans)

Functional Effectiveness ReviewsTeam Leader Effectiveness ReportManager Effectiveness ReportGlide Path Control (Action Plans)


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.

Email us at:[email protected]@mindgearsconsulting.com

FIND OUT HOW YOU CAN BEST DEPLOY THIS

A ROADMAP TO IMPROVING BPO PROGRAMSA MindGears Consulting Insight Engagement

towards Operational Excellence (OPEX)

mailto:[email protected]

mailto:[email protected]


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% - 85%

OPEX Governance 35% 25% 14% 17% 20% 22% 25% 14% 14% - 85%

OPEX Deployment 20% 17% 15% 15% 16% 17% 17% 15% 15% - 85%

OPEX Analytics 15% 12% 8% 9% 11% 12% 12% 8% 8% - 85%Goal 85% 85% 85% 85%

Totals 185% 81% 57% 62% 70% 76% 81% 52% 57%

Metric Weight

SummaryService 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 our initiatives 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 become BAU, we are forecasting to fully reach our scorecard goals by the 3rd month.

NOTES ON OUR ENGAGEMENT PROGRESS

a roadmap to improving a bpo program

Business

high level engagement

opex engagement objectives

engagement goals scorecardwhat

high level roadmap

high level timeline

level of tailoring

account recovery goals

teamlevel execution