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Performance Improvement and Change

Operational performance can make or break a customer relationship. Malfunctioning processes have a huge negative impact on customer satisfaction, profitability and staff morale. A well-designed operation feeds directly to the bottom line.

The current business world is not about permanent states, but about changes over time. In order to build, or maintain, sustainable competitive advantage, all companies need to manage change effectively and build a system for continuous improvement.

Identifying that changes are necessary is the first step – implementation of a change programme is ALL. our services include:

bulletBusiness transformation programmes
bulletProcess re-design
bulletProcess performance improvement
bulletChange Management
bulletRapid operations recovery

Our approach to improve operations begins with the customer and moves up the value chain and is geared towards one goal: effecting desired change in our client’s performance. Increased profitability goes hand-in-hand with increased performance.

We have considerable expertise in planning and implementing change programmes and will work with you to provide:

bulletAnalysis and diagnosis of change requirements
bulletImplementation plan, coupled with performance metrics
bulletClearly identified objectives
bulletProject management to achieve project goals
bulletFacilitation and implementation of the plan
bulletStructured review programme to secure successful outcome

Breaking the Mould™

We believe change and performance improvement shall be sustainable. This means that the people in the business must take real ownership of the change. Results First work with businesses to achieve this using Breaking the Mould™. This method produces immediate and measurable performance improvement.

It dramatically increases motivation and productivity whilst decreasing costs. Breaking the Mould™ is about people, not process and it works because when people take ownership they deliver astonishing performance. It shows people how to change their behaviour because it creates a situation that allows staff to take control of their own performance.

When that happens their performance becomes amazing.

Check your operational health

Results First offers a 3-day diagnostic programme providing you with an initial assessment of areas for operational improvement, a fast way to obtain a clear view of the health of your operation. This forms a comprehensive platform on which you start to build improved performance.

 

Our Results

The service levels of a major insurer were falling substantially after the introduction of a new IT system. We worked closely with the client and re-engineered the back office service process, planned the implementation and introduced a change programme. Service levels improved and the efficiency increased by 40%. 

An international call centre commissioned Results First for an operations recovery project after the client saw abandoned calls reaching 40%. We introduced a range of rapid improvements that enabled the call answer rate to recover quickly. As a result the client was able to increase the answer rate by 20%, 50% above the industry average.

 

 

 

 

 

 

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Last modified: 14-Jul-2008