You're optimizing processes in a BPO setting. How do you gauge their impact on productivity?

To evaluate the impact of process optimization on productivity in a BPO setting, compare metrics before and after implementation, such as average handling time, first call resolution, and customer satisfaction scores. Use time studies, collect employee feedback, and perform cost-benefit analyses. Continuously monitor these metrics and refine processes to ensure sustained improvements.

At Furmano Foods, I spearheaded a thrilling project to revolutionize the manufacture of tomato-based products. By designing a cutting-edge statistical process control system, we slashed raw material usage by $100,000 in just four months. To measure our success, I closely monitored key performance indicators like production speed, raw material savings, and first-pass quality rates. The results were astounding—a 30% boost in production efficiency and significant quality enhancements. This dynamic approach not only skyrocketed productivity but also set new standards for excellence in our operations.

One important KPI is cycle time, which measures the time taken to complete a process from start to finish. This metric helps determine the efficiency of the process and identifies areas for improvement. Another crucial KPI is the error rate, which tracks the frequency of errors or defects in the output. By monitoring the error rate, you can assess the accuracy and quality of the process, ensuring that it meets the required standards. Customer satisfaction scores are also vital, as they provide feedback from clients or customers regarding the quality of service. High customer satisfaction scores indicate that the optimized process meets or exceeds customer expectations.

Just need to tell all who are associated with the word BPO, That firstly it's not business process outsourcing, rather it we should call it a business process in-sourcing, "IN-sourcing" in the sense that all the major components for running a successful business are outsourced to a team eligible/competent to handle all the components. (parameters/questions/grievances/complains/product feedback/after sales/Sale/Marker Research and so on..)

Ideally a business tagged as BPO is not looked up on as a real business almost by every one. So stop thinking/assuming yourself working for/in a BPO, rather have firm faith that you are equally running/operating a full fledged core business. Because if the above captioned department's are not been well taken care of then a business will never flourish and grow as it is growing these days and believe me Coke can manufacture the beverage and the formula but never be the number 1 selling beverages brand in the world without the extended support/association with WPP plc. So, stop calling BPO rather we should be called as "CATALYSER" in the real meaning

Analyzing performance trends is just the beginning. To drive meaningful change, delve deeper to pinpoint outliers, special and common causes. Engage your team in crafting tailored corrective actions based on validated findings for sustainable improvement.