Trying to optimize your back office operations with time and motion studies? Many companies engage with expensive management consulting firms to perform time and motion studies by observing a representative sample of employees, measuring time spent on various activities, and reporting the findings.
This methodology is limited by the employee sample available for the duration of the study. In addition, employees will never follow their normal work routines when they are being observed, which usually means that it’s harder to gain visibility into best and worst practices.
As a result, if you are conducting such studies with consulting support, you may not get the true picture of what is going on within the organization. Even if you do everything right, you’ll typically only get a two-week record of what employees are doing—a record that is incomplete at best.
To improve back office operations, companies are implementing desktop process tracking solutions to gain a more complete view of the tasks and processes taking place within the organization. To get the most out of this type of tool, companies should focus on the largest volume of work types first. The desktop tracking software catches employees performing tasks the way they truly do them, allowing you to uncover best and worst practices within your back office environment.
Most clients find they can achieve significant savings just by informing back office employees that they are being monitored – this awareness often leads to a 10 percent improvement in productivity. And, by then leveraging the process enhancement opportunities uncovered by the tracking software, organizations can drive even greater back office productivity while also lowering staffing costs.
After initial implementation of this technology and assessment of results, you can decide which processes to focus on in order to bring the greatest productivity gains to your back office operations.
To learn more about NICE’s Back Office solutions, join us at Interactions 2013, the industry’s leading customer conference.