Identify the challenges
Today’s managers face a myriad of challenges: maintaining service level agreements while overseeing a growing number of employees, reducing labor costs and turnover, implementing new technologies across a multi-generational workforce, and managing teams across functional departments. Without the right focus, managers can put it all at risk. Ask yourself:
- Are your managers spending their time on activities that drive operational effectiveness and customer service? How are they prioritizing tasks? Who are they interacting with and how?
- Are your management teams as effective as they could be? If not, what are the roadblocks preventing them from meeting expectations?
- Do you know how your management teams are performing against your expectations?
- Are manager expectations reasonable?
Understand, quantify, improve
Our Manager Effectiveness Blueprint helps you identify and realize improved performance in your operations through a quantitative and qualitative view of the current state of your management teams. First, we assess the current state of productivity by capturing data on key management activities through a combination of job shadowing, direct observation and interviews. That way, we can compare perceived impact of time spent on various areas (gathered from interviews) with measured impact (from first-hand observation). Then, we develop journey maps for management groups, identifying areas for improvement across operations. Once we’ve prioritized improvement areas, we equip your managers with performance tools and processes required to lead high-performing teams and reach peak performance.
Our uncommon blend of workforce optimization experts and employee engagement professionals has a proven track record of delivering improvements that are both achievable and sustainable. Many of our clients have uncovered that their managers are spending more than 25% of their time on administrative tasks and over 12% of their time on tasks that could be delegated to lower level employees – valuable time that could be spent running more productive operations, increasing throughput by 20% and reducing labor costs per case by 30% or more.