Branch Optimization
Effectively manage productivity, customer service and staff resource levels
As service providers aggressively expand product and service offerings, the branch delivery channel takes on new importance. Companies, particularly banks, frequently overlook the interdependencies of appropriate skill sets, staff levels, processes and physical branch configuration. The situation is further complicated in situations where multiple companies are being merged. A holistic view is essential in optimizing branch staff levels. Organizations continue to struggle with excess cost and ineffective productivity management in their branch networks.
Factors influencing branch staff and productivity management - Inability to effectively forecast workload and accurately schedule resources based on service delivery targets and sales opportunities
- Limited understanding of the implications of delivering new products and services
- Inefficiencies from merging disparate operations, technologies and staffing practices
- Failure to educate staff and customers on alternative processing options
- Limited understanding of the implications of newly installed technologies
- Inefficiencies resulting from recent arbitrary, across the board staff reductions
- Incomplete performance metrics
Why CAST for Branch Staffing Optimization
- Over 15 years experience reengineering branch office processes in banking, insurance and capital markets
- Superior data capture and analysis methodology
- Proven approach to developing staffing standards and performance metrics
- Comprehensive staffing models
- Demonstrated expertise in organization design
- Collaborative approach which actively involves branch personnel
- Established implementation tools and techniques
- Proven tools for monitoring and measuring benefit
Representative Engagements:
| Branch Optimization - Example 1 | Branch Optimization - Example 2 |