Back offices are people-intensive organizations that often handle and process large volumes of complex paperwork. Senior executives would like to minimize these operating groups, as they are expensive and not typically revenue generators. For the past 10 – 15 years, enterprises have invested in business process management (BPM)-type initiatives to eliminate their back-office departments and related costs. Most of these consulting-intensive engagements have not achieved their goals. There are now more back-office employees than at any time in the past, and in many organizations the staff keeps growing.
Back offices would benefit from an emerging set of tools and automation that improve workflow and efficiency, and reduce the amount of re-work that these departments perform. Real-time work management applications have been introduced into the market to address the back-office processing challenge. These solutions perform the role of “traffic cop,” delivering the right work to the right employee at the right time in the right way. They also track and control work so that supervisors and employees have oversight and insights into what is happening at a task level in the department overall and for each employee, in real time. In essence, real-time work management solutions are the 21st century replacement for “pigeon holes,” which have been used to distribute work for much of the past 50+ years (and are still used in a surprising number of organizations all over the world).
If your department is still using pigeon holes, manually distributing and tracking work items, or not realizing the expected benefits from a BPM initiative, it’s time to take a look at the new real-time work management applications. Implementing these solutions will give your business an opportunity to re-think, optimize and automate existing processes. Selecting the right solution and a partner with proven expertise and vertical know-how will yield significant benefits, including staff-related savings and quality improvements. It’s time to invest in your company’s future.
- Back-Office Real-Time Work Management Systems vs. Business Process Management - December 9, 2013
- Cutting Back-Office Staff the Right Way - November 18, 2013
- Back Office Workforce Management (WFM) Practices - October 7, 2013