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Industrial engineering can be very powerful when applied to service settings. Well-understood techniques in quality improvement, productivity, and performance metrics can free service operations from reliance on intuition, guesswork, and simplistic rules to make service management decisions.
Rigorous engineering techniques, or industrialization, can significantly impact the bottom line of service organizations through more effective resource utilization, improved customer satisfaction, and increased profits. Analytics has a broad range of experience, operational knowledge, and advanced quantitative techniques to improve service processes and answer operational questions in settings such as:
- Business processes: How should we design our back office workflow to maximize accuracy and throughput?
- Call centers: What is the right mix of skills and training for our call center staff and how do we schedule them to minimize call wait time?
- Healthcare: How should we schedule medical procedures to maximize the utilization of expensive resources while taking into account numerous constraints?
- Financial services: Which loans are most likely to be repaid and how do we prioritize and allocate resources to collecting each category of loan?
Analytics showed a Fortune 50 technology company how output in its offshore
back office operations could be boosted by 25% using service industrialization