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 AOM to provide a consistent management framework and language to interpret and act on the information provided.
KBC Bank Ireland implemented Workware and the Active Operations Management (AOM) method in two phases, the first in early 2016 and then a second phase in the second half of 2016. Each phase was completed within 12 weeks.
The immediate benefits to the banks’ operations included: enhancements to management control and production visibility, cost control, management of team productivity, and flexibility of all operations.
The result is a consistent, industry-recognised operations framework of meetings and terminology supported by trusted comprehensive and real-time operations information. The operations teams have experienced a noticeable uplift in team and team member involvement, and faster turnaround of work to meet customer expectations.
Team leaders at the front face of the operations have been better able to plan ahead effectively and with a greater visibility of capacity, and reduce stress associated with managing workloads and peaks in workloads.
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 increase in work load using existing resources.