Helping Service Operations

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ActiveOps Manage Differently

Helping service operations worldwide

ActiveOps provides scalable, digital operations management cloud-based solutions and services proven across a diverse range of customer operations world-wide.

The Workware cloud-based workforce optimization suite is used to plan and manage the work of over 50,000 people every day across forty countries.

The Active Operations Management (AOM) method is practiced by thousands of accredited managers around the world.

If you are seeking improvements to your operations, you may be familiar with some of these issues:

ActiveOps Workware supporting RPA

I am planning an RPA project. Where do I start?

According to a blog by a Manager of Robotic Process Automation Advisory at EY almost 60% of RPA projects fail. Or, the benefits do not cover the implementation cost. Most frequently this is due to the wrong process selection. So it’s no surprise that organizations are holding back on robotic roll-out. Workware Data Insights highlights in real-time which activities are consuming the most resources. You are able to determine the most likely tasks and processes for investing in robots. Scenario modeling shows the impact of activities not targeted for RPA, allowing for testing of new staffing strategies, reconfiguring processes or service levels.

Robots need managing too! Experience with Workware indicates that, similar to humans, robots need the opportunity to perform. As with humans their performance can vary. They require adequate work, are reliant on systems response and are susceptible to upstream and downstream process interruptions. Workware Planning Insights assesses the work demand, assigns capacity from the human and robotic workforce. Controls optimize the blended workforce and prevent manual work from expanding to fill the available time created by  automation.

Workware comes with built-in connectors to receive real-time production data. This ensures a seamless approach to managing your total back office capacity, robotic and human teams. Increased capacity can be taken as savings to be re-invested in RPA transformation.

I need to improve productivity quickly and sustainably

ActiveOps has a history of providing intuitive solutions for operations productivity issues. Whether the challenge is reducing delivery cost, improving quality, controlling backlogs or simply reducing reliance on overtime, ActiveOps has the expertise you need. ActiveOps Workware back office optimization supported by the AOM method is easily configured to work effectively in your service operations environment. You are able to achieve a single, real-time view of all operations. Workware and AOM continue to deliver benefits after the initial issues have been resolved.

There is no need to replace, modify or retire existing systems. ActiveOps complements your existing/legacy systems such as BPM, workflow, ECM and line-of-business applications. There is no need for major technology or organizational change.

What you get is a best practices method, expertly implemented. Back office workforce optimization is a productivity accelerator across the full scope of your operations, not just re-engineering of a single process.

I need the capacity and control to support a business transformation initiative

Initiating change in operations environments while sustaining business-as-usual performance is a major challenge. Some issues with which we are familiar:

  • Our current technology roll-out program is at risk because managers are consumed with day-to-day firefighting.
  • We need to organize to fewer locations but as things stand we would be taking ten slightly out-of-control operations and creating one huge backlog.
  • I want to outsource these processes, but not while they’re clearly so inefficient. How do I take the available improvements rather than give them away?

Strategic change programs routinely fail to deliver promised benefits without stable foundations and quantifiable measurement capabilities. ActiveOps makes the management of business-as-usual more controlled and less reactive. As the distraction of firefighting is minimized managers are able to spend more time on future goals vs. the immediate crisis. Risk of change is lowered when the benefits from greater day-to-day control with clear visibility into performance, productivity and resources can be demonstrated.

I need a standard approach to improving and sustaining productivity across all my back office operations

Organizations tend to grow “organically” and opportunistically through acquisition, restructuring and re-organization. This is particularly true for shared service centers and BPO organizations.  A variety of consequences are produced such as mixed business systems, uneven levels of management capability, different cultures and values. Looking across this diverse landscape for an objective view of current performance and potential improvements can be daunting.

ActiveOps has the solution, an ideal basis for connecting disparate operating units. Overlaying a consistent approach to operations management delivers obvious and sustainable benefits.

Workware provides standard ways of measuring performance across business areas. Most importantly, managers operating to a consistent management framework, using a common language, enables far greater levels of visibility into how capacity can be controlled to achieve your business goals. Standardizing business processes has been common practice for many years. Applying the same rigor to the management process is an accelerator of performance across your entire operations.

I need operations excellence to be a differentiator for my organization

Some organizations are recognized for their insightful use of management techniques (i.e., Lean, Six Sigma) to improve business processes. In today’s environment companies are becoming increasingly aware that being demonstrably “good at operations” can be a meaningful differentiator.

  • To get ahead of competitors BPOs need to demonstrate more advanced operations credentials than their customers.
  • Shared Services need to measure and demonstrate efficiency, employee engagement and cost savings to all their stakeholders and customers.
  • Financial Services organizations are under greater pressure to provide ever better, first-rate customer experiences while still managing operations cost.
  • Even charitable organizations need to tout the majority of donations going to cause recipients and not supporting administration processes.

ActiveOps Workware and the AOM method enable organizations to easily configure your operations in ways that were previously challenging, time-prohibitive and costly. ActiveOps enables new operating models and product offerings to be created.

Operations productivity replaces price as a competitive edge. Increase speed and quality in customer services. Meet compliance standards more cost-effectively and fully synchronize your supply chain.