Get the Tools You Need to Optimize Your Company
In the arena of process improvement, one word seems to carry the weight of the entire world with it. It is what we strive for day after day. It’s what all of our actions are based on. Streamlining processes in order to improve efficiency and arrive at the highly optimized company we know we can build is the end-goal of almost every business.
Doing this is not easy, although those things that are worth doing seldomly are. Thankfully, there are some tools out there that can help you.
If you’re going to ask the hard questions about your business then you’re going to need the data to answer them. Among your chief concerns should be establishing ways to measure key metrics and performance indicators that tell you what’s working and what’s not working with your current structure.
If you’re not tracking things like ticket resolution times, average time to answer, number of calls per technician per day, and customer satisfaction, then you’re missing out on a treasure trove of information that could be used to tell you where some key inefficiencies may lie within your organization.
Tools like ServiceNow and other customer and ticket management systems have these core functions built in to their reporting features. Learn how to use them. And then, over time, analyze them to see what the numbers tell you. You might just be surprised.
Education, both of yourself and of your staff, can go a long way toward creating a faster, leaner, and more efficient organization. Education on hard skills will save time as your technicians are able to tackle problems head-on rather than having to use valuable time researching a problem and learning as they go.
Soft skills that teach things like time management, analysis, management techniques, and other career-related principles will show that you are invested in their development, not only as an employee but also as a professional. An employee with high morale is a more effective employee. And, over time, that employee will use these skills to better the way that he or she does their job.
Don’t underestimate the power of a good consultant. That person, more than anything else, might just be the hidden key you need to take the optimization of your company to the next level. A pair of eyes from outside the company, detached from the politics and history, can look at your situation with near 100% objectivity. In many cases, that consultant is going to be trained in the very process improvement strategies you’re looking to employ within your own organization.
Using the right combination of data, analysis of that data, workforce education, and outside help, a business manager can take a series of steps in a fairly short amount of time that will put them on the road toward a comprehensive company optimization strategy. The tools are there. You just need to go find them and put them to work.