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Sustaining Process Improvement

Previous articles in this series dealt with the challenges of identifying outdated and inefficient processes, the effects that suboptimal processes have on the profitability and competitive position of a company, as well as some of the tools that can be used to identify and improve those processes.  But what happens once you implement those improvements? … read more →




Productivity and the Interruption Disruption

In today’s digital age, the real estate that businesses pursue is not property, but attention.  We live in an era of information and distraction, with myriad points of stimuli constantly competing for our attention.  Nowhere does this have more impact than in the workplace where its effect on productivity can be significant.    Not All… read more →




The Cost of Outdated Processes

An outdated or inefficient process can have a greater impact on an organization than management realizes. Previous articles in this series looked at the challenge of identifying inefficient processes.  This article will discuss the impact on organizations if they don’t make the effort to root inefficiencies out and correct them. Increased Costs One of the… read more →




The Challenge Of Identifying Outdated Processes

In any organization, there is always a natural bias towards performing a task “the way it’s always been done”. This line is notorious in the consulting world and for good reason:  Status quo leads to a lack of awareness of inefficiencies, causing frustration for staff and a loss of profits for the corporation.  It can… read more →




Telling Your Company’s Story With Numbers

When solving problems, management consultants rely on facts; and their most trusted source for facts is numbers.  Numbers hold great power because they cannot be disputed.   In a consulting engagement, numbers are used at every step.  From reviewing a client’s baseline in order to identify business opportunities at the outset, to calculating savings from… read more →




Good Customer Service vs Average Handling Time

In Trindent’s financial services call center productivity engagements, we often work with clients who believe that call centres can’t pursue efficiency without negatively impacting the quality of customer service.    However, good customer service and efficiency don’t have to be mutually exclusive.  If addressed correctly, a call center can have both. Understanding Your Call Center… read more →




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