Service Enhancement & Capacity Creation
Identify and create workforce capacity within operations areas
Enhancing customer service delivery and identifying excess capacity within an existing work force are key challenges facing leading financial services organizations. Too often, previous expense control initiatives have resulted in short-sighted resource ‘rightsizings’ which can no longer be rationalized. To remain competitive, companies must identify ways in which to incorporate incremental work volumes and raise service performance without additions to staff.
Factors influencing staff and productivity management
- Failure to fully integrate processes and systems following mergers and consolidations
Limited understanding of the implications and capabilities of newly installed technologies, resulting in untapped automation opportunities Lack of systems or tools to fully capture and analyze performance data Inability to identify internal best practices and optimize performance Inefficiencies resulting from past arbitrary, across the board staff reductions Lack of tools for objectively monitoring and managing productivity Inadequate performance metrics
Why CAST for Service Enhancement and Capacity Creation - Extensive experience in work force management in most operational areas in banking, insurance and capital markets
- Powerful data capture and statistical analysis methodology and tools
- Proven approach to developing work force management standards and performance metrics
- Customized staffing models
- Demonstrated expertise in organizational design
- Financial services industry ‘best practices’ database
- Established implementation tools and techniques
Representative Engagements:
|Consumer Lending Operating Review|Home Office Reengineering Review|