The root cause is typically linked to something which affects your people.
What causes failure in operations?
There are various factors that may be contributing to operational deficiencies. In many cases, teams are ‘trapped’ in a cycle of failures that quite often need some intervention to correct the course.
Whilst it is natural to assume that this is driven by not having enough people in the team (supply) to meet the demand being received, there is often a range of influencing factors contributing towards the organisational and operational pain being experienced.
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Do your people have the right skills to deal with the demand?
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Are your people in the right place at the right time to service the demand received?
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How accurate and useful is your demand forecasting in enabling you to schedule your people appropriately?
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Have the processes and procedures your people use kept pace with evolving customer expectations?
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Do your people have easy, real-time visibility of demand changes, to enable them to react positively to these events and also understand what may be causing these spikes?
Visible signs & pains you might be experiencing – that our Operational Excellence team could help you with:
Your Service delivery is inconsistent or below desired standards
Backlogs of work are common
Customer satisfaction is low
Your demand forecast is not understood/not credible/doesn’t exist
Staff attrition is high
Employee satisfaction is low
The cost of running the service is too high
You feel like you’re leaving money on the table because you can’t service demand
What our customers are saying...
“Curium has empowered change across our team. The team now has a revived passion for our business, with morning meetings, better communication, tools and knowledge, and the desire to succeed.”
June Bougerie, Swindon Borough Council
How Curium can help you Gain Control
From an independent assessment of your operational fitness and health, we provide observations and a plan to sustainably transform your customer operation to deliver great service at the right cost.
We partner with you to deliver the plan to create clarity over demand, supply and performance. Improved visibility over all outputs enables confident operational decision-making.
Our people-first approach ensures engagement is maintained and supported by tailored workshops and experiences to empower the potential of everyone on your team.
We introduce simple disciplines to change behaviours and support your operational leaders through mentoring and coaching. This embeds the changes in their mindset, creating a foundation for continuous improvement
With clear visibility of your performance and simple daily disciplines embraced, a continuous improvement culture can be established.
Let’s have a chat
Tell us your story, your challenge. What are you trying to change?
It can seem overwhelming but that’s why we exist. To empower you to embrace change successfully. Fill in the form and one of our consultants will be in touch.
What our customers say
Mike Thompson from Swindon Borough Council:
“Four years on and we are still applying the Operational Excellence tools and techniques worked through with Curium Solutions. 💯
Putting people first really helped embed the mindset and the motivation to embrace this new way of working. We gained a consistent approach and we definitely gained control of our work position across a range of teams geographically spread.
And it wasn’t a ‘hit and run’, as I still have regular catch-ups with Mark Turner. Thanks Curium.”
Damian Kirk from our time together at E.ON UK:
“Spot on comments throughout. Gaining control is critical, In all new roles I always say I need to put my ‘foot on the ball’ to just pause and see what’s going on, and not join the circle of fun that is mostly always going on.
So fully agree with all you’ve said here and love the people first transformations, spot on.
p.s. Knowing Curium and all the peeps in this video, I can hand on heart say you are all ‘people people’ with a fabulous passion to help.” 💌
Martin Taphouse from Zurich Insurance:
“Yes, putting people first and gaining control is what it’s about for us.
Made me reflect how much you’ve done for us over the years – thanks vm team 😄👍”
Darren Cornish, about our time with E.ON UK:
“The work Curium did across my service operation was the most complete suite of improvement I have seen.
Helped us shape a service delivery capability that was both disciplined but also adaptive and resilient to the unplanned impacts that always come over the horizon.
The step change in service technical leadership skilling and the confidence that gave the managers plus the broader behavioural changes all created a culture that was dynamic but considered, was fast paced but remarkably calm.
Financial, commercial benefits, better servicing, lower attrition and higher engagement and so many individual people great stories. I look back on it with real pride. 👏🏼👏🏼👏🏼