Transformation is only as hard as your ability to gain (and sustain) adoption. History tells us that can be nearly impossible, or at least time consuming and expensive.

As the optimization engine of West Monroe, Operations Excellence is dedicated to breaking through this barrier. Our success is rooted in going beyond merely pointing to best practices and standards. We help you realize the enduring benefits of business, process and organizational optimization by helping you gain real, sustainable adoption.

We do this by focusing on the essential “layers of adoption”: organization, teams and individuals. We help organizations transform operational and leadership strategies. We help teams maximize productivity by designing and implementing process improvements supported by innovative technology. And, we help individual employees understand the need for change – and their critical role in bringing it to life.
Workforce Optimization

Growing shortages in skilled labor coupled with increased customer demands mean that companies today need to do more with less. They need a high-performing workforce – a workforce focused on productivity, efficiency and customer satisfaction across all of their operations. Is your workforce up for the challenge?

Enterprise Resource Planning
Establish the right ERP environment for your business needs — confidently, collaboratively, cost-effectively.
Organizational Change Management

Companies that recognize the value of change management are poised to reap the benefits of transformation.

Supply Chain Management
Optimizing your supply chain can produce substantial performance benefits across the organization – from lower costs to higher customer satisfaction. With a wealth of experience in creating value by fine-tuning the supply chain, West Monroe Partners is the firm that can help you unlock the value in your supply chain.
Human Capital Management
We help clients optimize the strategies, policies, processes, and supporting technologies they use to acquire, develop, and manage world-class workforces.

Sustainable practices can improve efficiency, increase sales and revenue, reduce costs, and minimize risk. They can also benefit your community and workforce and preserve natural resources. Have you realized these internal and external benefits of sustainability?

Robotic process automation (RPA) can be a powerful tool in any company’s arsenal, and is on the verge of transforming the business world as we know it. Today, many companies are evaluating the costs and benefits of automating repetitive and rules-based tasks that are currently performed by people.
Date : October 19, 2017
By Colin Bryan

As West Monroe helps clients implement RPA through a combination of change management, technology, and workforce consulting, we decided to try it for ourselves. Over a recent couple of months, we incorporated RPA into our new-employee onboarding process and accounts receivable process. We wanted to know exactly the type of hurdles, challenges, and rewards that come from an RPA implementation. And we are happy to share the following lessons learned, fresh from our own experience. 

Join West Monroe as we present on using culture and employee engagement to drive customer-centric transformation
Date : October 12, 2017

Many organizations are undertaking customer-focused transformations – from customer experience (CX) strategies to contact center transformations to CRM initiatives. Best practices include customer journey mapping and benchmarking against best in class organizations. However, one of the most overlooked success factors is employee engagement. Many CX initiatives struggle or fail due to misaligned expectations, lack of organizational readiness or cultural issues.

How reimagining your contact center can lead to business growth and improved engagement across all customer channels
Date : September 22, 2017

By: Cindy Garrett, Director, Customer Experience and Eric Freshour, Manager, Operations Excellence

Escalating pressure to consistently boost the bottom line is driving executives to cut into tried-and-true establishments like the contact center, which may not appear as relevant in a digital age. And while contact centers have long been considered a necessary but expensive point of customer engagement, they are now a target for cutbacks as customers take to social media and self-help.