Alexander Proudfoot helps companies better execute their plans and strategies to deliver substantial improvements in performance and profitability. More about Alexander Proudfoot
Strategic operational improvements can lead to increased productivity and help CEOs realize the full potential of their business in a relatively short period of time. Improving productivity and increasing organizational effectiveness can deliver a real step change in business performance-giving companies a competitive edge over the competition.
Alexander Proudfoot has been synonymous with
productivity improvements and operational effectiveness since 1946. We use a
unique methodology for measuring productivity that was developed by our founder
and is constantly evolving to meet the unique needs of our clients.
Objective and Vision: The client was experiencing a change in growth and was struggling to meet customer service standards–they rated last by an external review of providers. In order to improve, the client desperately needed to reduce time to process claims and policies and rework while increasing team productivity.Approach: The Proudfoot team developed and installed tools for aligning demand and resources. Additionally, the team implemented a process to convert overall plan into specific action steps to be taken and a reporting and review structure to quickly address problems and variances. Reengineered work processes addressed poor managed workflow and load balancing, excess rework and quality issues. Comprehensive management training drove sustainable behavior change.Results: The new customer service approach reduced end-to-end processing time by 38%, rework by 52%, and customer complaints by 48%. It also delivered a 30% increase in productivity.