Operations

• FORECASTING
• PLANNING
• REPORTS

• EWS/RAG TRACKERS
• ACTIVITY MONITORING
• PIP(PERFORMANCE IMPROVEMENT PLANS)

Volume forecast is a way of predicting volume to predict future resource requirements. This data enables managing the workflow to build accurate forecasts for the anticipated workload, and to calculate the staffing required to meet that workload. We use forecast methodologies to analyze the historical data for trend analysis. This will result in planning the resource requirements to churn the numbers within the stipulated Level of Service without affecting the quality benchmarks. We do forecasts:

• Volume forecast
• Headcount forecast
• Production forecast

A strategic plan is essential for the smooth functioning of any organization as it works to realize the corporate goal. It is crucial to focus on the customer market, sales, revenue returns, infrastructure requirements, staffing solutions, etc. Our Expert in Operations Segment will plan your day-to-day schedules to achieve it.

• Resource Allocation
• Workflow Allocation
• Infrastructure Planning
• Training/Cross Training
• BPI(Business Improvement Plans)
• Utilisation/Cross Utilization
• Production Planning
• Shift Rosters
• AHT/RPH/TAT
• LOS/SLA

Reports show where your business stands and where you focus more on climbing the next ladder. We prepare dashboards showing the matrices and KPIs to track and monitor the resources and optimize the performance. Dashboard comprises of:

• Volume Receipt(Daily/Weekly/Monthly/Half Yearly and Annually)
• Capacity Planner(Daily/Weekly/Monthly/Half Yearly and Annually)
• Utilization(Daily/Weekly/Monthly/Half Yearly and Annually)
• Efficiency(Daily/Weekly/Monthly/Half Yearly and Annually)
• Prodcution(Daily/Weekly/Monthly/Half Yearly and Annually)
• Quality (Daily/Weekly/Monthly/Half Yearly and Annually)
• Training(Daily/Weekly/Monthly/Half Yearly and Annually)
• SLA(Daily/Weekly/Monthly/Half Yearly and Annually)
• CSAT(Monthly/Half Yearly and Annually)
• Attrition(Monthly/YTD/Annulized)

An effective activity monitoring mechanism helps in increasing the efficiency and utilization of your resources as well as the customer satisfaction ratio.

• (RTM) Real Time Monitoring
• (AOL) Activity On-Line
• Remote Access Reports

A performance improvement plan is a programmed analysis of where an employee is falling short and what he/she can do to improve. Using PIPs promotes a sense of accountability. Employees know that they must meet expectations or face disciplinary action. In other words, PIPs help workers feel valued in the company, as they know their employer will support them to reach their long-term career goals.

• Effective feedback mechanisms
• Evaluation of training requirements
• Cross Training / Utilization Requirements

EWS System —The EWS (Early Warning System for HR) system is to determine future threats and take inputs from the current Performance Management System and Managers to determine if any action is required. Create a grid and identify — HP-HR (High Performance — High Risk), HP-MR (High Performance — Medium Risk), HP-LR (High Performance — Low Risk) and take actions appropriately.

The indicators are:

• Behaviour Analysis
• Absence/Lateness
• Lack of interest/motivation
• Disengaged, Attitude
• Work Quality
• Attrition Risk
• Criticality to Business/BU, Role Vs Employee
• Rejections in IJPs