Operational Excellence: The Success Story of a BPO Company

Operational excellence and Lean are the key elements to organizational success. Hence, our goal is to help companies incorporate them into their culture. Here, we’ll trace our journey in instilling operational excellence to elevate the efficiency of a BPO company. Here’s how we went about it:

Challenges of the BPO Company

Observation of the BPO company’s operations over time revealed the following challenges:

  • First, competition and prices were skyrocketing!
  • Second, they had a poor process-efficiency percentage.
  • Third, they were not able to delight customers and save costs.
  • Fourth, there was a lack in improvement-training of the Process Managers.

Solutions to the Operational Excellence Issues

Based on the problem areas that we identified, these were the relevant solutions that we came up with to solve their OpEx issues:

  • First, a 6-month roadmap was developed.
  • Second, we identified and prioritized improvement projects.
  • Next, we identified corresponding project leaders and team members.
  • Fourth, we designed a custom syllabus to suit the specific improvement projects.
  • Fifth, we introduced new improvements as and when we executed the projects, based on the new variables we had to tackle.
  • Lastly, we reviewed the projects with their management and proceeded accordingly.

Here are 5 key reasons for the success of this operational excellence initiative:

  • Top Management Commitment
  • Project selection and prioritization prior to training
  • Learning and applying them simultaneously
  • Fortnightly project status review by the senior management
  • Dedicated Project Managers assigned to each initiative.

Results of OpEx in the BPO Company

Remember that these are just some of the possible benefits of integrating operational excellence into your company’s framework! By combining the power of technology, science, and people engagement, we ensure an enjoyable and exciting improvement journey! One’s own success story is the best form of motivation to continue this journey, so check out other case studies where we implemented OpEx to guarantee organizational success!

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