How do we redesign the operation for better service at lower cost?
Redesigns how the operation runs from the customer's request to delivery: processes, automation, service levels, footprint and people, with the roadmap to get there.
What you receive
The target operation, the business case and the roadmap to get there.
A core process from request to delivery, before and after the redesign, with the work time and the waiting time at each step.
When to open it
- Your operations team sees service levels fall while volumes grow.
- Most of the lead time goes to waiting between steps.
- Manual steps and handoffs pile up between units.
What the project covers
- Process maps from request to delivery, with work time and waiting time
- Service levels against what customers need
- Steps to automate or digitize, process by process
- Footprint: sites, shared services and outsourcing
- Roles, skills and the transition plan
What your team brings
- Process volumes, lead times and service levels
- Extracts from workflow and ticketing systems
- Headcount and cost by process and site
- Customer complaints and service surveys
- Systems map and the automation already in place
In your report
- Exhibit 1
Work time and waiting time, before and after the redesign
A core process from request to delivery, before and after the redesign, with the work time and the waiting time at each step.
- Exhibit 2
Footprint options compared on cost, service and risk
Each footprint option with its cost, its service level and the risk of the move.
Where it applies
- Asset and wealth management
Which fund operations should we redesign, automate or outsource, from trade processing to client reporting?
Cost and errors at each step, the service levels clients expect and our dependence on each provider.
- Consumer goods and retail
How should we redesign store operations around online pickup, self-checkout and fewer tasks per shift?
Labor hours by task, the share of orders collected in store and the service level shoppers notice.
- Automotive and mobility
How should we redesign our plants and logistics to build electric and combustion models on the same lines?
Line flexibility, the changeover cost between models and the stock and freight each layout needs.
- Healthcare and life sciences
How should we redesign patient flow across our hospitals, from admission to discharge?
Bed occupancy, waiting times and length of stay by specialty, and the staff each step needs.
- Telecom and media
Which customer service and field operations should we redesign, automate or move online?
Contact volumes and their causes, the cost of each technician visit and the service levels customers notice.
- Transport, logistics and infrastructure
How should we redesign our warehouse network and its automation for next-day delivery?
Order profiles by client, the cost per order of each layout and the capital automation needs.
- Real estate and construction
Should we move part of our building work to off-site manufacturing, and for which project types?
Cost and duration by project type, the volume a factory needs to break even and the skills on our sites.
- Public sector
How should we redesign the benefits application process, from application to payment?
Volumes and waiting times at each step, the errors that cause rework and the staff involved.
Start with this engagement
Write to hello@tacitude.com with the project you have in mind, and we frame the engagement with your team.