It’s not too much of a stretch to suggest that the humble Kitchen Table may become the future of Customer Support operations
Where is your organisation on the path to optimising your newly remote workforce? Read more
At Xcentuate Management Solutions we are Ireland’s leading operational planning experts. We use the ActiveOps solution to bring operational data together and put in place a planning and control process to ensure teams deliver the best possible outcomes.
The picture above is an internet favourite. It’s often used as a metaphor for Lean, Agile or Systems Thinking. I tend to relate it to change management more generally, and in my line of work to capacity management and business transformation.
The majority of companies manage their operations by looking at traditional service metrics: are we processing 90% of cases within SLA? Managing work like this has some disadvantages.
We’ve all seen it before – the team’s star performer is promoted to Team Leader. The department manager has high hopes for them, but for some reason they don’t fulfil their potential. Read more