EXPERTISE • AUTOMATION & PROCESS
Automation & process transformation
Using workforce automation, DMAIC and process redesign to remove non-value-added effort and redirect capacity toward higher-value work.
Workforce Automation
Remove monitoring work without removing accountability
Intradiem workforce automation monitored agent activity, delivered break/lunch/meeting notifications and surfaced exceptions to leaders. The automation standardized enforcement and eliminated approximately five FTE of manual monitoring work.
~5 FTEManual monitoring eliminated
~$250KAnnual savings
AutomatedNotifications and exception handling
StandardizedMore consistent operating enforcement
DMAIC
Process improvement grounded in measurement
At Bank of America, two DMAIC initiatives produced approximately $225K and $255K in savings. One AS/400-based solution eliminated roughly 10 FTE of manual work.
~$225KDMAIC savings
~$255KDMAIC savings
~10 FTEManual effort eliminated in one solution
2×Employee of the Month recognition
Quality Process
Simplify the control system
At Patriot Mobile, a 62-question QA scorecard that could take 45–60 minutes per evaluation was redesigned toward 10 questions, removing duplication and focusing the mechanism on actionable performance.
Automation and process improvement should return human attention to higher-value decisions, coaching and performance improvement.