Our experienced Management Information (MI) consultants help clients meet the critical success factors for a best-in-class MI review in a call centre or control room context,
Analysys Mason improves efficiency through:
- Management information review. We review your current MI lists, and rate them against best-practice criteria and your business’s need. We review usage, providing a holistic view of the decision-making and learning cycle. Our recommendations on data gathering, automation, style and usability add value to the efficiency of the MI process.
- Balanced scorecard design and build. We create realistic and easy-to-implement balanced scorecards specific to your needs. Our consultants guide clients through this process using expert knowledge, and repeatable methodology.
- Performance framework and KPI development. We work with clients to develop performance indicators, measurable KPIs and targets required to identify optimal performance, based on the role objectives and deliverables within your centre.
- MI capability and efficiency. We review and assess MI team capability, making recommendations regarding the organisation of teams and processes. Our capability development methodology then fast tracks team development through deployment of our skilled and experienced MI consultants. In this way, silo’d working practices and gaps between business need and specialised technical functions can be removed.
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Figure 1: Management information review
Critical success factors we review include:
- balance and breadth of measures used
- review of departmental drivers and business needs
- links to business strategy and objectives
- timeliness, availability and accuracy
- use of much more than ‘easily available’ information
- use of tiered data, with metrics relevant to each layer of the operation
- balanced scorecard column for each channel
- potentially automated, rather than manually constructed system.
MI is often created in a hurry for a bespoke need. It is rarely rationalised or assessed objectively against business need. The continual search for efficiency and effectiveness means that MI easily escalates out of control, with high-volume, low-quality metrics that do not even measure the right activity outcomes. Analysys Mason help clients deliver results while mitigating these risks.
