STRATEGIC REENGINEERING
[ STRATEGIC REENGINEERING ]
ACHIEVING 20% COST REDUCTION, 25% EFFICIENCY BOOST, AND SIGNIFICANT TALENT RETENTION IN DOCUMENT CHECK & CORRESPONDENCE FOR AN ENGINEERING COMPANY
- PROBLEM
- Key Challenges?
- Our Solution
- The Result
Document Check & Correspondence Process For An Engineering Company,
Scaled Up Very Fast To 167 FTEs And They Wanted To Reduce Cost By 20%.
- Demand Capacity Model
- Workload Balance
- Tracking of Quality of Service and Quality of Experience (including C-Sat)
- Clear and measurable Performance Management
- High attrition and lack of clear engage & retain strategy
- Cost-effective service operations
- Predictive demand management
- Elimination on Non-Value-Added activities & RPA
- Periodic evaluation of process & service
- Rearchitect SLA based framework to address both Quality of Service &
Experience - Establish discovery and prioritization methodology and feasibility analysis framework for automation initiatives
- Revamp existing Performance Management
- Re-aligned activities amongst teams to drive synergy and reduce touch
points - Minimized manual reports with automated
- Increased process efficiency through automation of Level 1 tasks
- Reduced attrition from 32% to 7.32%
- Improved C-Sat – 4.5/5
- Reduced average Turn Around Time
