Overview
Measuring and driving operational performance in the Back Office has been on the top of the list of many operation managers for sometime now. According to a recent OVUM study, providing metrics/analysis of back office performance was regarded a top priority by 56% of business operations executives. This data comes as no surprise as organizations, no matter the industry, are realizing the importance of providing their customers with exceptional experience and in this respect, there is no difference between the front office and the back office. Their customer judges them as a single entity, so when driving performance, they should be doing the same.
