ABM AMRO teamed with the Enterprise Solutions Group within Verint Witness Actionable Solutions to conduct an operations efficiency review. Verint Witness Actionable Solutions consultants used a standard, three-pronged approach as a best practice to understand each individual project/department’s work, processes, and time standards:
Process Review – Identifies, quantifies, and prioritizes process improvement opportunities.
Capacity Planning Review – Develops a high-level capacity plan inclusive of staffing underage and overage recommendations.
Scheduling Review – Creates high-level schedules to fully understand initial staffing mixes and skill sets, highlighting areas for improvement, given service level agreements. Applies data from the Capacity Planning Review and Verint Witness Actionable Solutions’ Impact 360™ workforce management software.*
This process enabled the project team to extract the data points required for an operations efficiency review, build high-level capacity models, accurately identify excess capacity by applying best-in-class production metrics, and outline clear, easy-to-implement changes for the department to align work requirements (arrivals, volumes and operation deadlines) with schedules.
In less than two months, the Verint Witness Actionable Solutions and ABN AMRO team was able to present quantified benefits and actionable implementation advice that empowered the executives of ABN AMRO’s Service Products Group to internally implement and realize the productivity improvements, while maintaining service levels.