"Reese Partners helped Huhtamaki realize significant cost savings of over $2 million a year. The expertise provided by Reese Partners was superior to what we could have done internally, with respect to both quality and time. They brought an objective view that couldn't be replicated internally, worked within a tight timeline and presented what made the most sense given both current and future business trends."
"Reese Partners assessed our current state of effectiveness and efficiency at our Grant Park Engineering Center, benchmarked us to similar operations and recommended opportunities for improvement. They brought great industry knowledge that supported the benchmark, plus brought a fresh set of unbiased eyes to the assessment."
Creating management tools to increase productivity
Business Case
The client, a telecommunications operations center, had measurement tools that provided only generalized information on individual performance, leaving managers in the dark as to who the top performers on a team were and who needed additional training. Due to the unique nature of the work performed in this operations center, it was determined that a custom system would provide the best fit to the center's unique requirements.
Reese Partners Role
Reese Partners was brought on to work exclusively with existing internal personnel to design and build a new workforce management system. Business metrics were designed to measure and report individual productivity, performance, utilization, and quality. These metrics allowed for information roll-ups by supervisor, team, and department. A project steering committee was formed to guide the project and included sponsors from business, IT, and the project team. Task groups were also formed to develop solutions to specific issues.
Client Success
Reese Partners assisted the company by: » Providing the business metrics needed for individual, team and department focusing on productivity, performance, utilization and quality. » Automating the workload and time entry process. » Developing a single report that summarizes the center's performance across all areas. » Creating a manager-forecasting tool for staff scheduling and a quality tool to support statistical sampling of activity for inspection and review purposes by management.
Results
The project was completed ahead of schedule and the first release of the decision support system was launched throughout the operations center.
