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Performance consulting, by definition, deals with the integrity and effectiveness of processes. At Trindent Consulting we know that process effectiveness is impossible to achieve without also addressing two important aspects of every organization: The system, which measures and guides the process, and the behaviour of process participants, which is a direct response to the system…. read more →
The previous issue of the Outdated Process series was dedicated to the challenges inherent in identifying outdated and inefficient processes. One simple but powerful tool to tackle this challenge is the use of process observations – a systematic exercise where consultants observe a process (or some part of a process) as it is being… read more →
When it comes to inventory management, companies often underestimate the importance of safety stock and the need to maintain optimal levels. While it may seem like the path of least resistance from a service level standpoint, holding excessive inventory stock level leads to suboptimal working capital management and, as a result, hurts profitability by curbing… read more →
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 →
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 →
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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