It’s not just about achieving operational excellence, and that’s it, done. We then have to maintain those high standards and continue to drive improvement throughout the operation. We’re currently talking to ActiveOps about our future plans, so watch this space!
ActiveOps has helped Xchanging develop more accurate work forecasts and plans, giving team leaders the confidence to share resources between teams; this has led to a reduction in the amount of paid overtime needed and, accordingly, costs.
Xchanging‘s status as a leading provider of outsourced services gives them an advantage in the competitive world of BPO. However, Xchanging realised that enhancing this status further to achieve ‘operational excellence’ could be a defining factor in the future success of their organisation.
This is why, despite performance at these sites already being good, they decided to make improvements to the operations management practices used in their UK‑based BPS service centres.
Xchanging identified that in order to make these improvements, they needed to work with an independent partner who would understand the needs and goals of their business. Xchanging evaluated several potential business partners before deciding to join forces with ActiveOps, an organisation with whom they had been working for a number of years and whose best‑practice methods and processes were already being applied in certain areas of their organisation.
Xchanging’s first-hand experience of working with ActiveOps, together with the ActiveOps extensive experience and excellent reputation in the field of professional operations management, formed the basis for their choice of partner.
The management approach of champions
The results from the ActiveOps initial review of operations management capability in Xchanging’s UK BPS service centres showed that some areas were more mature than others. Now that ActiveOps has been embraced across the entire UK BPS operation, all of these centres are enjoying a more consistent way of working. To ensure that this consistency is maintained, Xchanging has appointed three internal ‘Champions’, who—in their capacity as ‘experts’ in AOM —support other team leaders and assist with the training of new staff.
ActiveOps is now embedded in the culture of the UK BPS service centre teams at Xchanging, and the certification programme and appointed Champions will help to make sure it remains so in the future. ActiveOps will continue to bring Xchanging closer to their goal of achieving and maintaining operational excellence.
The rigour and the discipline that is applied with ActiveOps give us consistency across the entire operation. We were already good at what we do, but ActiveOps has given us a framework for our goals around operational excellence.