by Justin Lankes
23. April 2010 20:02
WFO for back-office operations enables organizations to:
• Capture volumes and translate tasks into activities and processes that reflect all the work being done, including production and non-production activities (e.g., meetings, training, special projects). This includes manual tasks, for which there are no systems to derive volume data.
• Forecast work volumes and schedule staff regardless of physical or organizational location according to activities to be performed instead of hours to be worked. Maximizing resource utilization against the most important activities helps ensure deadlines and service levels are met.
• Create robust, enterprise capacity plans for current and future needs, including what-if scenarios.
• Monitor quality and adherence across functional areas to help mitigate risk and meet compliance requirements.
• Manage individual performance through electronic scorecards, providing feedback to individual employees on how they are doing against expectations and key success metrics. In doing so, the organization can roll up scorecards into enterprise dashboards to support key decision-making and measure performance against strategic goals.
From an article on Insurance and Technology
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