Recent posts by:
Mary Lou Joseph
A recent Insurance Networking News article by Nathan Golia (@NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was the greatest challenge to advanced analytics.”  ...
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution. 
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant.  Production management in a service support organization is similar in that you know the type of work and process steps needed to execute the work, and the skills required to do ...
In the previous blog post, I introduced the director of global business process services at a leading enterprise technology company.  The director set out on a journey to provide back-office managers with the data they needed to make effective decisions around employee productivity.  Part one ...
The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent program for workforce management (WFM). The ...
Performance management lets employees, managers and the organization know where they are achieving or falling short of their goals. But knowing where you need to improve—and how to improve—are two different things. Gamification solutions such as Verint Gamification provide the how. It helps ...
Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger financial results and above-average ...
Most of us who have been in the workforce for a while have worked with a micro-manager. It’s not a comfortable situation.  They mean well and are only trying to ensure the work gets done on time, accurately, and with little waste.  However, their need for control and constant updates is ...
With today’s housing market being significantly driven by government regulations, mortgage operations executives are consistently challenged with finding the right balance between “the 3 Cs:” Customer Experience, Compliance & Capacity. Customer Experience: Today’s customer is more demanding than ...
Back in 2008, a major North American financial services firm was experiencing a lot of unplanned overtime, which led to high turnover, which led to more unplanned overtime. The market was going all sorts of ways they couldn’t predict, and they found themselves in a reactive versus a proactive ...
Few institutions truly understand the impact of back-office operations on customer experience.  Fortunately, some of them do. The VP of Workforce Management for the Education Financing Division of a large financial services firm realized that to improve customer service, she needed to address both ...

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