Success Story KBC Bank
About KBC Bank - Ireland
KBC Bank Ireland has been providing banking services in Ireland for 40 years. Part of the KBC Group, one of Europe’s most recognisable financial institutions, KBC Bank Ireland employs over 1,000 staff in Dublin, Cork, Limerick, Galway, Kilkenny, and Waterford.
Recognising the need to maintain the bank’s competitive edge and a drive for continuous operations improvement, it became clear that the management information available and the manual capacity management tools in place limited team leaders’ abilities to make real-time decisions and adjustments to the operations.
At the time, Operations data was collated through manual processes and lean developed practices and, although accurate, the information was not available in real-time and was subject to spreadsheet formula or consolidation errors. As a result, team leaders would often interpret and apply the data differently within the confines of a department.
Following visits to existing ActiveOps customers, the bank selected Workware to provide real-time operations data presented in designed-for-purpose dashboards and reports and provided a consistent management framework and language to interpret and act on the information provided.
Improve operations capacity management with solutions from ActiveOps.
KBC delivers a more consistent and higher quality of customer service through the use of Workware + from ActiveOps helping our operations become more agile, flexible, customer-centric, efficient, effective, and lean
The Workware planning tool we are using allows the team to easily capture data, which we then use for planning.
- Enhanced real-time operations performance data
- Capacity management
- Flexible resourcing and load balancing
- Consistency in the achievement of service levels
- Consistency in operations management tools and techniques across departments
- Reduced requirement for over-time
- Ability to absorb growth with existing resources
- Ability to track continuous improvement initiatives
- Sustainment and career enhancement through AOM accreditation
Team leaders at the front face of the operations have been better able to plan ahead effectively and with greater visibility of capacity, and reduce the stress associated with managing workloads and peaks in workloads.
ActiveOps feels like the next stage in Ops management and is very much aligned with our existing Ops management tools (Lean, Cap plans and Whiteboards, etc).
Team Leader Benefits
Using Workware and AOM, team leaders are now able to identify spare capacity, skills, and training requirements, enabling the lending of staff between teams to meet peaks in workloads.
Team members benefit through working in different functions while the business itself benefits from reduced overtime and hiring costs by absorbing an increase in workload using existing resources.
As team leaders, we now have the ability to better plan and control our team’s workload – we are beginning to manage the work rather than the work managing us.