To our clients and friends,
In this first newsletter of 2013, I am very pleased to share a development that is great news for our clients and our people.
On December 31, 2012, West Monroe Partners completed a transaction that transferred 100-percent ownership of our company to an employee stock ownership plan (ESOP) trust. All of our U.S. employees, currently numbering more than 350 people, are eligible to participate in the plan.
Since our inception, West Monroe Partners has operated on the principle of remaining employee owned and people focused. We believe this environment produces a team of professionals personally invested in service quality and motivated to act in the best interests of each other, the firm, and our clients.
Restructuring as an ESOP takes our concept of employee ownership to a new level by making everyone part of a team whose actions and decisions impact our client service and, in turn, drive our company’s performance and value. It also better positions our company to take advantage of emerging growth opportunities that enhance our ability today to assist our clients with their most pressing business challenges.
For our people, it will enable them to participate in the continued growth and success of our company and provide an attractive retirement benefit as they build their careers with West Monroe Partners. It’s a cliché, but in our profession, attracting and retaining the best people is essential to our success. Establishing the ESOP is one of a number of steps we’ve undertaken recently to refocus on our people and their career opportunities here and to build a solid and attractive workplace for future generations of employees.
We are excited about starting 2013 on this positive note and look forward to continued collaboration throughout the year.
This first 2013 issue of our newsletter includes several articles that have been at the forefront of our discussions with clients:
- A framework for analytics-driven decision making. As the pace of business continues to accelerate, the need for fact-based, analytics-driven decision making is becoming more and more critical to success.
- New metrics versus new service delivery models: Building a sound foundation for high performing contact centers. Before changing your contact center delivery model, your organization should first focus on improving current operations. A simple way to accomplish this task is by making sure you are using the right key metrics.
- Creating true excellence in your operations: A changing paradigm. North American operations have the potential to innovate, produce and deliver on growing customer expectations. The first step is recommitting to excellence in your operations.
- The benefits of combining information technology and operational due diligence. By looking at your diligence with a wide lens across operations and technology, you can consolidate initiatives that will deliver sustainable improvements to both your top and bottom lines.
We hope you find these topics informative and relevant.