Operational Agility Forum Special Interest Group – How low can operational costs go? - Blue Prism
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Operational Agility Forum Special Interest Group – How low can operational costs go?

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Operational Agility Forum Special Interest Group – How low can operational costs go?

CIS Tower, Co-operative Financial Services, Manchester, 23rd November 2010 

Hosted by Richard Jones – Operational Agility Forum Advisory Board Member and meeting facilitator

The Special Interest Group consists of a small invited group of industry thought leaders and practitioners working in and supporting Business Operations. This document highlights the summary findings of the meeting on the 23rd November. At this meeting the participants where from the following organisation and roles:

RWE npower – Head of Customer Accounts Operations
Barclays – Head of Mortgage and Consumer Lending Operations
Shop Direct – Head of Transformation Program
CFS – Head of the Automate Team
CFS – Head of Operation Agility Team

Summary

The meeting discussed a number of topics focused on reducing operational costs whilst ensuring quality of service and included discussions on work patterns, agent incentivisation and measurement, off-shoring, automation, physical work space layout, team structures, customer self-service, use of Lean 6 Sigma and managing change.