Laura interviewed Scott Sachs, President of SJS Solutions. They began their discussion with answering – Is it a good idea to follow what someone else does?
The answer, yes . . . if you focus on ideas and processes gained from “best in class” for your industry. Scott shared ways to find information on Benchmarking/Best Practices.
He stressed not to search for specifics such as KPIs or Service Levels. Today, management should be keying-in on quality, FCR, customer satisfaction and customer experience. Metrics are important only if you understand what is behind them.
Scott discussed many best practices for scheduling and forecasting including ways to make remote/at-home workers feel part of the team.
You will be surprised on which best practices can be pitfalls!
Scott’s “think abouts” were spot-on!
Thank you for clicking-in and sharing on your Social Media Networks. L
