subject: Improved Back Office Operations In Business Through Appropriate Systems [print this page] Any business seeking to boost back office operations should look into using a system such as Enlighten software. With this program, finding, taking and managing error and lost-time becomes simpler. Why? It's because quality can be enhanced a lot more as it could be thoroughly examined and maintained while contact center performance and service are proactively treated as well. In addition, customer service surveys can be completed in conjunction with staff suggestions and ideas while complaints are quickly tackled with the aid of this quality management product. When quality and waste are managed, operational performance improves. Here are two examples of Enlighten's optimization systems that will show how it helps.
The Service Optimizer assists in the management of quality and waste. Reports and tools control information necessary to evaluate aspects of reduced performance or where quality is being affected. With this information, team members will have a clear picture of best places to focus efforts to develop service and quality. Lost time, referred to as waste, is put into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are incredibly challenging, the this shortens the process to make areas of concern quicker to determine hence issues may be tackled quickly and effectively.
Process driven loss entails waste created caused by a poorly designed process. Employees must find other ways to finish the task. This may be poorly designed form in which employees must invest some time explaining how to finish the form to customers, time which could be better spent elsewhere. Incident driven loss is loss due to many things such as a lack of training, poor warehouse design or technology issues.
However, when using this kind of software, employees can recognize these areas to correct the issues leading to waste. Error driven loss is that in which a processor makes an error and another employee must come behind him or her to make the required improvements.
Then there's also Performance Optimizer featuring five software solutions meant to offer the overall big picture once aspects of loss have been identified. With this particular big picture, tools are provided to optimize overall performance in the company's back office operations. It takes away lost time proactively and systematically that results to improved quality as well. The software takes this a step further while it categorizes the lost time to produce certain categories then action can be taken. It quantifies both time lost and the volume while providing data needed to develop a business case, thus letting the management team to examine the effectiveness within a quality framework.
