Process Excellence

Major Oak’s Process Excellence service offering provides a thorough assessment of your people, processes and technologies. Ultimately the scope of this initiative can be boiled down to the following objectives: Identify and catalogue 50+ improvement opportunities through interviews, observations, focus groups and a comprehensive analysis of your reports and data. Implement 12 or more improvement opportunities and deliver an ROI of 2:1.

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The consultants at Major Oak are experts at improving business performance through Six Sigma improvement initiatives and long-established process redesign techniques.  Our strength builds from our acute ability to identify improvement opportunities through side-by-side observations, data analysis, focus groups and leadership interviews, and communicate those opportunities to you in a meaningful, quantified and actionable manner.  After a rigorous data collection process we can effectively analyze your performance and deconstruct your processes, breaking them down to their most elemental level.  By doing this we can:

• Isolate process variances from agent to agent or across multiple sites
• Pinpoint non-conformance to SOPs, thus exposing latent costs
• Highlight redundant and/or non value-added steps
• Identify system limitations restricting agent performance and service level achievement
• Target technology enablers that can automate activities and enhance existing processes
• Determine optimal scheduling and WFM approach
• Identify learning, training and development opportunities across organization and process
• Quantify costs associated with system usage, unintended dependencies and lack of training
• Surface unrepeated best practices and incorporate them into broader agent population

Our experienced consultants engage every layer of the operation in the identification, quantification and implementation of process improvement opportunities, which ensures buy-in and sustainability.

At Major Oak, our passion is helping our clients achieve their goals and our expert team will work tirelessly for you in the pursuit of improved quality and service and reduced operational costs.  We deliver results.