Situation
In banking, health care, insurance, telecommunications and other industries and other service environment, many background processing and sales support departments face the changing needs of our customers are struggling to maintain a high operational efficiency. For example, a global asset management organizations transfer agency department (of 50 species and accounts within the business group) had on how to handle each type of business training for all employees, they believe that training is the flexibility sufficient to offset the higher training costs. However, when the company's worldwide expansion, the manager was surprised to find that the productivity of the sector groups and service levels actually compromised. During the busiest period of up to 80% of the staff failed to meet service level agreements.
Problem
Managers more carefully observed that the tasks undertaken by staff diversity, making it difficult for them to achieve business service level commitments, but also to the management of difficult to accurately measure the performance or management staff. For example, the front-line staff trained to complete all types of work tasks, but for some tasks, they usually deal with too few, therefore, can not really do a good job. A result, some employees pick and choose, select only easy task - this situation hurt the morale of staff and delays in the completion of the task more difficult. Worse, the customer inquired about the delay on the service increased the number of calls to delay the completion of all tasks cycle, and caused high overtime costs.
Measure
To determine the staffing needs of the sector, the company's 50 kinds of business transactions in this volume and frequency of calculation, the final level of difficulty will be in accordance with one of the 30 species divided into 5 groups. This business is assigned to 5 groups to undertake the basic work of the different groups, they are the same daily tasks, which simplifies configuration and performance management of personnel. Each processing business has both a certain similarity, allows companies to efficiently train employees and management, but also has some diversity, in order to prevent staff burnout occurs psychological. With the enhancement of skills, employees can gradually be promoted to other basic working group to work further with the more difficult task. In addition, the company has set up a You few-member mobile team to deal with these 30 kinds of business transactions every day beyond the projected workload of that part of the basic tasks, as well as the rest of the 20 kinds of less common but more challenging task. This arrangement makes the sector in almost all cases can be achieved on time and service levels, while the front-line employees and managers to reduce by 25%, and reduced overtime by 90%.
Affect
Power companies used "peak" power plants, more flexible, more cost-effective way to deal with peak demand. Similarly, many managers of background processing environment can also be in accordance with the volatility of its transactions or activities are organized, and transactions or activities of the different tasks assigned to the fundamental group or mobile group, making services more flexible environment, and eliminating waste (chart). The first step is detailed in depth understanding of customer needs, because of customer demand patterns can help managers operate more efficiently divide responsibility. (For example, tasks A, C and D, in total demand for change, and may not be such a task B of the great changes in demand.) Principle is the right organization's mission, as the case may be. For example, can follow the customer base, value at risk, or regulatory requirements of the degree of difficulty of the task of sorting. Finally, to determine the basic tasks and basic work group for the front-line employees designed to help companies career path, while a higher degree of specialized division of labor is shortened the learning process of new employees, which integrate multiple operating Dian Xi Wang or Jiang a these activities subcontracted to foreign companies a lot of good.