ProHance Use case - Shared Service Centre

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 EXECUTIVE SUMMARY:


A leading Telecommunications Company (FTSE Top 100) was experiencing productivity loss at its Global Shared Services centers. ProHance worked with the organization and provided visibility to how employees were spending their time across a range of activities. 

Smart analytics and effective change management drove a 20% increase in productivity with potential savings of 6MM GBP.


CHALLENGES:

Operations Leaders at Global Business Service centers found it difficult to account for time spent by employees on different activities. Productive hours were lower than a plan by 44%. There was a lack of visibility to schedule adherence, breaks, training, feedback sessions, and team activities. This created inefficiencies in planning and demand management. 


HOW PROHANCE HELPED:

ProHance was deployed across 6000 employees in UK, India, Budapest, and Kuala Lumpur. Activities were classified into three key buckets basis systems or applications used. 

• Productive: High impact on a business e.g. Outlook, WebEx. 

• Non-Productive: Not critical for business e.g. Social Media 

• No Impact: Neutral to business like files and folders in a window. 

There was a deeper understanding of how employees were spending their time. Focused interventions helped eliminate activities that were not critical for business and improved productivity

VALUE CREATED:

The organization is now more efficient with superior workload balancing. Employees feel empowered with the ability to self review their performance (ProHance allows employees to access their data). Lastly, transparency in tasks performed by employees is allowing the organization to deploy robotics with greater precision, eliminating non-value-added activities, and improving customer experience.

 


Comments

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