www.ericyoungassociates.com (416) 498-9440 Achieving Sustainable
Service Excellence Approach & Credentials EFFICIENCY, GROWTH
& PERFORMANCE MANAGEMENT For Service Operations Slide 2
CONFIDENTIAL Efficiency, Growth & Performance Management
www.ericyoungassociates.com Agenda History Core Services Guiding
Principles Approach Value Stream Differentiator Clients Method
Project Team Skill Set Value Proposition Rate Structure 2 This is a
very brief overview Slide 3 CONFIDENTIAL Efficiency, Growth &
Performance Management www.ericyoungassociates.com 3 ERIC YOUNG
ASSOCIATES Tele-Centre Assist Inc. (TCA) History Contact Centres
Since 1986 1996 Incorporated as Tele-Centre Assist Inc. (TCA)
Operating as ERIC YOUNG ASSOCIATES Core Services 1.Efficiency
Contact Centre Audits 2.Growth Sales Improvement 3.Performance
Management Quality Training Culture of Accountability Vendor
Selection/Management SME Recruiting Slide 4 CONFIDENTIAL
Efficiency, Growth & Performance Management
www.ericyoungassociates.com 4 Results Not Reports Strive to Remove
Subjectivity Tangible Results Pragmatic Accountable Continuous
Improvement Work is premised on one core guiding principle If you
dont measure, you cant manage. Guiding Principles Slide 5
CONFIDENTIAL Efficiency, Growth & Performance Management
www.ericyoungassociates.com 5 Guiding Principles CRM Training Daily
Stand Up Meetings (DSTUM) Targets/KPIs Quality Assurance Reporting
Motivation Recruitment Performance Evaluation Standardized Workflow
Technology Monitoring Ingredients for Success? Slide 6 CONFIDENTIAL
Efficiency, Growth & Performance Management
www.ericyoungassociates.com 6 Guiding Principles Who is answering
your calls? How responsive are you? What happens between hello
& goodbye? How much is it costing? Good Service Quality First
Call Resolution Quality First Call Resolution Good Service Slide 7
CONFIDENTIAL Efficiency, Growth & Performance Management
www.ericyoungassociates.com 7 Approach Cause & Effect
Measurement Accountability Consistency Targets Reporting Baseline
Benchmark Quality Coaching, Training, DSTUM KPIs Motivation
Sustainability through Kaizen Continuous Improvement Phone
Non-Phone Operational Infrastructure Gradual Cultural Transition
Consistent Customer ExperienceSustainable Efficiency +
Y=f(X1,X2,X3,X4) Slide 8 CONFIDENTIAL Efficiency, Growth &
Performance Management www.ericyoungassociates.com 8 Value Stream
Helping Service Operations Improve Efficiency Service Delivery
Revenue Quality Quantifiable Results Zero capital investment
Concurrent initiatives 200% Return on Investment Decades of
Experience Slide 9 CONFIDENTIAL Efficiency, Growth &
Performance Management www.ericyoungassociates.com 9 Heard it all
Before? We are Not: Traditional (by the hour) Consultants Boardroom
Consultants Here today/gone tomorrow Passive We Are: Subject Matter
Experts Accountable In the trenches Part of your team embedded into
your day-to-day operations Goal oriented & Focused Slide 10
CONFIDENTIAL Efficiency, Growth & Performance Management
www.ericyoungassociates.com 10 Selected Clients Slide 11
CONFIDENTIAL Efficiency, Growth & Performance Management
www.ericyoungassociates.com 11 Method The Assessment Process An
unusually short cycle time Define Measure Analyze Improve Control
Our Approach Pre-Assessment Preparations Site Visit(s)
Recommendations Development, Final Report & Presentation
Post-Assessment Implementation Data Analysis/Interpretation 5 5 4 4
3 3 2 2 1 1 Slide 12 CONFIDENTIAL Efficiency, Growth &
Performance Management www.ericyoungassociates.com 12 1.Develop a
Discoveries template, appropriate Back Office tracking forms.
2.Review Discoveries template with Operations contact 3.Identify
stakeholders and sources for information 4.Schedule meetings &
workshops 5.Collect available information 6.Review service
offerings and internal practices 7.Confirm internal positioning
1.Develop a Discoveries template, appropriate Back Office tracking
forms. 2.Review Discoveries template with Operations contact
3.Identify stakeholders and sources for information 4.Schedule
meetings & workshops 5.Collect available information 6.Review
service offerings and internal practices 7.Confirm internal
positioning Project Activities 1.Discoveries template & guide
for all work that follows 2.Set Expectations time committment,
scope. 3.Contain costs by creating focus and a structured approach
4.Begin different phases concurrently 5.Understand culture and
internal sensitivities 6.Develop & articulate positioning
1.Discoveries template & guide for all work that follows 2.Set
Expectations time committment, scope. 3.Contain costs by creating
focus and a structured approach 4.Begin different phases
concurrently 5.Understand culture and internal sensitivities
6.Develop & articulate positioning Project Deliverables
Pre-Assessment Preparations 1 1 Method Continued Slide 13
CONFIDENTIAL Efficiency, Growth & Performance Management
www.ericyoungassociates.com 13 1.Stakeholder interviews 2.Data
collection 3.Review current issues, collaborate with ESA 4.Data
review 5.Workshops 6.Detailed Task & Time tracking
7.Observation 8.Review service offerings and internal practices
1.Stakeholder interviews 2.Data collection 3.Review current issues,
collaborate with ESA 4.Data review 5.Workshops 6.Detailed Task
& Time tracking 7.Observation 8.Review service offerings and
internal practices Project Activities Project Deliverables Site
Visit(s) 2 2
ReportingMeasureQualityTrainingScheduleTargetsFeedbackAccountabilityRecognitionEnvironmentITProcess
Operational infrastructure - over 30 Key Business Drivers ESA
1.Obtain all of the detailed information for all Key Business
Drivers 2.Identify Gaps that require more information, further
observation, workshops or meetings 3.Fill Gaps & proceed to
next step. 4.Complete all manual tracking ie. Time & Motion
(Back Office) 5.Validate all manual tracking 1.Obtain all of the
detailed information for all Key Business Drivers 2.Identify Gaps
that require more information, further observation, workshops or
meetings 3.Fill Gaps & proceed to next step. 4.Complete all
manual tracking ie. Time & Motion (Back Office) 5.Validate all
manual tracking Method Continued Slide 14 CONFIDENTIAL Efficiency,
Growth & Performance Management www.ericyoungassociates.com 14
Data Analysis/Interpretation 3 3 1.Documentation 2.Identify &
capture possible opportunities 3.Process mapping (macro)
4.Financial analysis 5.Cost per contact, per call minute, per task
6.Efficiency analysis 7.Service metrics analysis 8.Telephony
analysis 9.Systems analysis 10.Capacity each of the areas above
1.Documentation 2.Identify & capture possible opportunities
3.Process mapping (macro) 4.Financial analysis 5.Cost per contact,
per call minute, per task 6.Efficiency analysis 7.Service metrics
analysis 8.Telephony analysis 9.Systems analysis 10.Capacity each
of the areas above Project Activities 1.Working list of potential
opportunities 2.Documented As Is process mapping 3.Documented
preliminary To Be process 4.Detailed analysis summaries documented
1.Working list of potential opportunities 2.Documented As Is
process mapping 3.Documented preliminary To Be process 4.Detailed
analysis summaries documented Project Deliverables Method Continued
Slide 15 CONFIDENTIAL Efficiency, Growth & Performance
Management www.ericyoungassociates.com 15 Method Continued
Recommendations Development, Final Report & Presentation 4 4
1.Collaborative Blue Sky brainstorming 2.Document To Be processes
3.Complete documentation of opportunities 4.Categorize, prioritize
opportunities list 5.Benchmark cost & service metrics (As Is
& To Be) 6.Research possible solutions 7.Business Case for
possible solutions 8.Develop high level project plan for next steps
9.Develop final report 10.Develop executive overview presentation
1.Collaborative Blue Sky brainstorming 2.Document To Be processes
3.Complete documentation of opportunities 4.Categorize, prioritize
opportunities list 5.Benchmark cost & service metrics (As Is
& To Be) 6.Research possible solutions 7.Business Case for
possible solutions 8.Develop high level project plan for next steps
9.Develop final report 10.Develop executive overview presentation
Project Activities 1.Final recommendations 2.Business case 3.Final
report and executive pres. 4.Road map for next steps Project
Deliverables Priority #1 = Now Priority #2 = 6 12 Months Priority
#3 = Longer Term Slide 16 CONFIDENTIAL Efficiency, Growth &
Performance Management www.ericyoungassociates.com Method Continued
16 Involve client resources wherever possible Solutions that do not
require capital expenditure Gradual, phased approach Change
Management/Risk Mitigation & Project plans Priority #1 = Now
(Quick Fixes) Priority #2 = 6 12 Months Priority #3 = Longer Term
Post-Assessment Implementation 5 5 Slide 17 CONFIDENTIAL
Efficiency, Growth & Performance Management
www.ericyoungassociates.com 17 Project Team Skill Set Contact
Centre Lean Management & Six Sigma Business Process Mapping
Project Management Telephony & IVR CRM & Case Management
WFM Human Resources MBA Slide 18 CONFIDENTIAL Efficiency, Growth
& Performance Management www.ericyoungassociates.com 18 Value
Proposition Testimonials! Sales, Service/Contact Centre
(Integration) Specialists Decades of relevant experience Over 150
Contact Centre Audits completed Post-Implementation Pay for
Performance Option Unique Results Guarantee 200% ROI Market
Intelligence Industry Benchmarking We make customer contact
efficient & effective Slide 19 CONFIDENTIAL Efficiency, Growth
& Performance Management www.ericyoungassociates.com 19 Rate
Structure 1.Assessment & Development Work Flat rate ceiling
200% ROI Guaranteed 2.Post - Implementation Low flat monthly rate +
commission option Flat rate ceiling for specific deliverable option
Tiered hourly rate when effort is too difficult to estimate We are
results driven. Accountable for delivering a measurable result
Specific objective-driven projects Slide 20 CONFIDENTIAL
Efficiency, Growth & Performance Management
www.ericyoungassociates.com 20 ERIC YOUNG ASSOCIATES Tele-Centre
Assist Inc. (TCA) Eric Young Principal ERIC YOUNG ASSOCIATES
Toronto, Ontario, Canada 416.498.9440
[email protected]
