Operating & Process Models Consulting
Strategy in Action: Generating both Shareholder & Customer Value
IBF Management Consulting Services put the strategy in action with detailed business processes and efficient workflow to ensure value for both the customer and corporation:
Operations Management - experience in operating contact centers and managing front-line associates that interact with the end-customers.
eService - development of an Internet-based service environment that provides an intuitive and personalized channel for service.
Process/Contact Flows - work process flows (maps) for the range of customer interactions across contact channels.
Methods & Procedures - translation of the business process flows into procedural text for use by customer-facing associates.
Job Aids - documented ‘how to’ for complex business processes or system transactions.
Knowledge Transfer - ensuring that our client’s organization has gained the knowledge and experience to effectively operate in the new environment.
Operations Review - periodic review of the post-implementation operations and provide documented assessment and recommendations.
Business Continuity - development of disaster recovery/business continuity requirements in the event of hardware or software failures or environmental events (building closure, power failures, alarms/drills, etc.).
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Based on key principles for developing logically related and continuously evolving business activities that generate value for both the customer and the company...
- Information Management - the capture and maintenance of operationally, strategically and competitively advantageous data for the business (i.e., customer information as a strategic asset). Allows personnel to increase sales and satisfaction by having real-time access to current information.
- Knowledge Management - the transformation of information into knowledge. The infrastructure required for the successful execution of the business processes – ensuring that the appropriate knowledge exists with the right associate, at the right time in the business process. Associates must have real-time access (as well as contribute) to the corporate knowledge base.
- Contact Management - intelligent handling of incoming and outgoing communications – ensuring one contact resolution ("one & done") and innovative customer interactions. Based on the explosive growth of the Internet and consumer expectations of e-sales/care, a successful organization will focus on web-enabling the customer contacts and allow for multiple points of access into the operations. The processes should vary by customer segment, where appropriate, with minimal callbacks or hand-offs.
For the aggregated process that deliver the major requirements for service delivery...
- Fulfillment (Sales, Ordering) - effective handling and timely delivery of a customer request.
- Assurance (Problem Handling, Customer QoS Management) - maintaining the product/service with timely response and resolution of customer or internally triggered problems; includes performance management and reporting for all aspects of service delivery.
- Billing (Invoices, Collections) - timely and accurate bills; including invoicing, timely adjustment handling and payment collections.
For the range of customer interactions and contact types, IBF will develop work process flows that identify the expected cycle times and estimated cost of performance. In addition, the process flows will be translated to procedural text and the means in which they are available will be explored to best provide real-time support to the end-users (e.g., online web documentation, call/process guides, scripting). |
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