1. You do not know how much time is spent productively
Today you likely measure input, output and whether the work is completed within the service deadline. The missing link is the effort, measuring how much time is spend on each work item and how much time is spent non-productively and idle. Without that information it is not possible to effectively establish the available and required capacity.
2. The Back-Office is under pressure to significantly reduce operating expenditure
We are all under pressure to reduce budgets and do more with less, but over the last few years that pressure has increased. In the absence of insight into productivity, targets have increased without understanding what level of absorption is attainable. Visibility and control need to be increased for sustainable changes in productivity to create the capacity necessary to absorb additional work.
3. 15% to 20% of work is not handled within the service deadlines communicated to customers
With limited visibility on employee effort and case progression the primary lever for managing service deadline is capacity. The use of spreadsheets for forecasting work and planning resources exacerbates the challenges around controlling capacity and managing risk. Instead many organisations manage issues and need overtime as part of BAU to stay within internal (and external) guidelines.
4. Up to 50% of customer complaints are directly related to back-office performance
Complaints related to the back-office like missing service deadlines or broken processes have a number of avoidable side-effects:
- Increase of the contact ratio in the front office, 15%-20% of total workload is related to handling errors in the back office
- Rework in the back office
- Customer satisfaction is impacted by delay in work completion
5. Every month that you do not act, 1%-2.5% of your annual OpEx budget is wasted
With hidden capacity in idle and non-productive time you are losing at least 5% of your capacity every month. In some cases more than 15% hidden capacity can be identified within weeks. Increased forecasting and scheduling accuracy enables the organisation to make more effective use of resources and balance the workload across teams, locations and business units.