If your business is like most, you are dealing with hundreds of different issues on a weekly basis.
It is overwhelming.
That is an actual quote. The words were prophetic. Volume had them running from crisis to crisis...
Stop trying. Fix the biggest thing. Permanently.
When service delivery or process volumes grow large, it can become almost impossible to keep track. Almost....
If you do thousands of transactions per month, you need a little Science... Operations Science
Operations Science converts your data into pictures that instantly informs and illuminates where action should be taken.
It is a treasure map and X marks the spot!
In EOS® terms, it's all about strengthening your Data and Process components.
Converting your data mountain into a picture is the job of control charting. It plots volume over time revealing the variation in your process. Wild swings in variability is the enemy of performance. You will instantly know if you are better or worse, tighter or looser.
Charting your volume into buckets brings clarity by leveraging the 80/20 rule. This illuminates the biggest drivers of your volume. You don't need to fix everything today. Just the high bar.
Wash. Rinse. Repeat.
This is a treasure hunting map. Buried in the data is the root cause and it must be unearthed. The high bar is the X on your treasure map. This is where we begin digging. Why did the costumer call? Then why...and why again. Until there are no more whys.
You have found your treasure.
It is so simple. The 80/20 rule we all know is your best new/old friend.
The high bar is precisely what Mr Pareto was talking about. We make it:
Visually intuitive & compelling
Fix the high bar and you get a huge improvement.
What then? Simply repeat.
Data is the new oil. Operations Science is your refinery.
Based on the best of timeless methods like Statistical Process Control (SPC) and SixSigma - without the theology. No 'Belts'. Just results.
Teach the tools and mindset to your team and watch the results improve over time. Even when you are not looking...
If you are running EOS, and you should be, Operations Science can accelerate your momentum in the DATA and PROCESS components.
It is ideally suited for high transaction volume process and service delivery scenarios.