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Time Is On Our Side

“Time is on our side…” proclaimed Mick Jagger of the Rolling Stones.  Depending on how easily you recognized that song, you may or may not agree and there may or may not be much you can do about it.  However, if you are running back-office operations more than likely time is not on your side…. read more →




The Path To Turnaround Time Improvement

We’ve all used John Ray’s adage, “Haste makes waste” to demonstrate that doing something too quickly causes mistakes and results in the waste of time, effort, and materials.   And we’ve all experienced situations where we were asked to “work faster” only to subsequently face quality problems.   Similarly, many organizations who strive to eliminate waste… read more →




Managing Customer Expectations To Control Call Center Volume

A common KPI for financial industry contact centers is the Service Level, whose targets can be found in the Service Level Agreement (SLA) committed to customers.  The SLA aims to maintain a certain level of service, and its targets are expressed as a percentage of inbound calls answered within a given timeframe (e.g. 80% of… read more →




Operations Consulting in a Remote World

In response to the ongoing COVID-19 outbreak, companies around the world are facing new challenges requiring innovative solutions to weather this storm. For many organizations, this includes a rapid transition to a work-from-home environment. Some were already well on their way to enabling their employees to work remotely, others were not as prepared. As we… read more →




The 2019 Federal Budget – An Elephant in the Room?

By Adrian Travis In my view, the Federal Budget focuses too much on what gets spent on whom, rather than elucidating how efficiently the money gets spent. The elephant in the room is that our Government needs to get more efficient at delivering services. Between 2003 and 2013 in Canada, public sector employment grew at… read more →




Robots are taking over Financial Services: Are You Ready?

“Robo-advisers, if they are done well, can provide an improvement for the rest of us.” Alistair Haig, University of Edinburgh When someone says robots, our first thoughts are machinery in a production line, driverless cars or odd gadgets to clean the house. However, robots go far beyond the manufacturing industry. But financial services? No way. In fact,… read more →




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