active manager
TRANSCRIPT
>ActiveManagerA BearingPoint Accelerator
Active Manager is a manager-led business transformation methodology that creates a sustainable step change in operational performance. It typically delivers performance improvements between 10% and 20%.
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ContentsMarket Drivers
Our Approach
Client Benefits
References
Contact
Active Manager | A BearingPoint Accelerator
CLIENT BENEFITSOUR APPROACHMARKET DRIVERS REFERENCES CONTACT< >
Market DriversFront-line managers are typically promoted into their role because they are good engineers, contact centre agents, sales people and not necessarily because they are likely to be good managers or leaders.
New managers end up learning the role from their peers or bosses who have typically gone through the same process.
Represents a hidden opportunity to improve performance (productivity & service quality) in most businesses.
We promote the concept of ‘active management’. A front-line manager should spend a minimum of 60% of their time actively managing. Active management involves providing coaching, guidance, assistance and support to your team in a positive and constructive way.
In reality most front-line managers spend less than 25% of their time ‘actively managing’, despite being the core of their role.
Through our Active Manager programme we seek to equip front-line managers with the appropriate skills, tools, knowledge, experience and confidence to actively manage +60% of their time. The result is an improvement in performance within their team between 10% - 20%.
Active Manager | A BearingPoint Accelerator
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Our Approach Active Manager - Mobilising front-line managersRealising operational improvement through better front-line management
Active Manager is a manager-led business transformation methodology that creates a sustainable step change in operational performance. It typically delivers performance improvements between 10% and 20%.
We equip front-line managers with the skills, tools, knowledge, experience and confidence necessary to optimize the e�ective utilization of the sta� under their control and, as a result, unlock their team’s true potential.
Active ............ 16% Passive ............ 14% Direct ............ 13%
Admin ............ 35%
Ine�ective ............ 22%
Typical time management Ideal time management
Active 70% ............
Passive 10% ............ Direct 5% .......... Admin 10% ......... Ine�ective 5% .........
Active Manager | A BearingPoint Accelerator
Our ApproachEnabling front-line managers to improve performance through sustained behavior change
Competency Based Exemplar Modelling Conducted• Active Management
• Resilience
• Planning
• Motivation
• Content Knowledge
• Team Working
• Focus on Results
• Communication
• Innovation and CI
• Sales Techniques
Management DevelopmentWorkshops Delivered • Sales Management Framework and Toolkits
• Operating Report Interpretation
• Active People Management
• Competencies, Personal Drivers and Work Practices
• Continuous improvement and Best Practice
• Short Interval Control and Management by exception
• Performance Management, Review, Coaching & E�ective Action Planning
• Sales process and techniques
Accelerated Performance Management Supported• APM provides structured on-the-floor support
to individual managers as they seek to realise targeted operational improvements.
• APM equips managers with the support, confidence and discipline required to successfully achieve and sustain enhanced team performance.
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Active Manager | A BearingPoint Accelerator
CLIENT BENEFITSOUR APPROACHMARKET DRIVERS REFERENCES CONTACT< >
Our ApproachApproach & indicative timelinesThe proposed approach commences with a critical review of the existing Workforce Management Framework.
At the same time, a combination of Team Leader competency assessments is conducted.
The Management Development workshops will be customised based on competency gaps, alignment with the Workforce Management Framework and input from internal stakeholders.
Senior Manager overview sessions will be conducted prior to the Management Development Workshops Commencing. Overview sessions will take up to (1) day while the Management Development
Workshops will take up to (3) days. After the Workshops all Team Leaders, Managers & Senior Managers will receive approx. (12) lapsed weeks ‘on-the-floor’ support and coaching.
Workforce Management FrameworkReviewed
Competency Based Exemplar Modelling Conducted
Development Workshops Customised
Management Development Workshops Delivered
Accelerated Performance ManagementSupported
3 Weeks 6 Weeks 12 Weeks
Action Plan
Goals
Confidence
Innovation
Capability
21 Lapsed Weeks
Active Manager | A BearingPoint Accelerator
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Client Benefits Some benefits of the Active Manager methodology are:
• Achieves typical operational performance improvements (productivity, quality – Csat, NPS, First Call Resolution) between 10% and 20%
• Provides clients with Year 1 Return on Investment of approx. 3:1. Three 3 ROI can be in excess of 10:1
• Active Manager programmes are usually cash neutral within 9 to 12 months
• Establishes a performance management culture within the front-line managers community. Equips managers to support, mentor and build high performing teams
• Delivers growth in the capabilities and performance of individuals and teams
• Better enables managers to manage change in constantly evolving operational environments
• Improves leadership capability, confidence and accountability for goal achievement
• Establishes rigor and discipline in delivering targeted performance goals and objectives
• Increases the confidence in 1st & 2nd line managers’ ability to challenge poor performance
Active Manager | A BearingPoint Accelerator
ReferencesDelivering strong financial and customer improvements
ScopeActive Manager deployed to all line managers in the London Region
London consistently performs lower than other regions across the UK, a critical imperative was to change the balance
BenefitsCustomer net promoter scores (customer satisfaction) increased nine points for service and installs
London performance now comparable to other regions
Service levels consistently achieved
Increased performance and motivation from the line teams
“We want London to be the jewel in the crown and the work we’ve done with Bearing Point has put us on the path to achieving that”
Paul Street – Virgin Media, HOD London
ScopeDeployed across 65 managers and over 800 sta� within a key Capita account
Delivered in both the UK and India to ensure alignment and consistency of application
Benefits8% increase in productivity within 24 weeks
Significant changes in behavior from front line managers
Capacity released to support new accounts
Restructure of the operation to capitalise on capacity opportunities
“Our managers have exceeded our expectations and have focused their attention to ensure our teams are performing most e�ciently”
Chris Stroud ‐ Capita, MD CCM
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Virgin Media – Customer Engineering
Capita Life & Pensions (Prudential & AXA)
Active Manager | A BearingPoint Accelerator
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ReferencesCase Study multinational banking and financial services company - Programme Summary
Implementation of opportunities to release capacity equating to £2.4M exceeded target:• Removing operational SILO’s
• Increased Active Management
• Demand Reduction
• Use of ‘Work Force Management’ best practice principles for the first time
• Grade of Service increased exceeding target for the first time in a year
• Net Promoter Score increased through reduced wait times, right first time and less time on the call
• Multi skilling of subscale teams – 4 small teams into one team
• Increased management capability, consistency and competence
• A consistent active performance culture observed across all teams
• Increased opportunities for advisors through up- skilling
• Reduction of unnecessary demand through automation and reduced hand o�s to other teams (one and done)
July
Actual
Planned
Business Banking Capacity(Monthly average)
FTE
Capa
city
0.0
20.0
40.0
60.0
80.0
100.0
August September October
Overall Benefit Progression
Active Manager | A BearingPoint Accelerator
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Active Manager | A BearingPoint Accelerator
Robert WagnerPartnerBearingPoint [email protected]
About BearingPoint
BearingPoint consultants understand that the world of business changes constantly and that the resulting complexities demand intelligent and adaptive solutions. Our clients, whether in commercial or financial industries or in government, experience real results when they work with us. We combine industry, operational and technology skills with relevant proprietary and other assets in order to tailor solutions for each client’s individual challenges. This adaptive approach is at the heart of our culture and has led to long-standing relationships with many of the world’s leading companies and organizations. Our global consulting network of 9,700 people serves clients in more than 70 countries and engages with them for measurable results and long-lasting success. For more information, please visit: www.bearingpoint.com
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ContactBrendan Cahill PartnerBearingPoint [email protected]