Operational Strategy

Mission | Vision | Objectives

The importance of mission and vision to a business cannot be overstated. These are the foundational framework that guides decisions, motivates employees, and communicates the company's purpose and direction to stakeholders. The mission defines the company's purpose - why it exists. The vision is the future aspirational goal - where the company aims to be in the longer term. To find your path to success, we need to first understand why you exist and where you want to go.

Process Design 

Operational success is not achievable without process efficiency. Detailing the workflows, procedures, and methodologies can lead to increased operational efficiency. How is work conducted? How are resources used? How much waste exists?  In what areas does waste cause financial impact? Once we understand how you are operating today, we work with you and your team to build efficiencies into your process flows and resource allocations.

Contracts | Relationships

Vendors/partners are often the key to success. We want to understand your key vendor relationships and how healthy they are. What do you like about the relationship? What works well? What do you dislike? How are contracts managed? What is the approach to renewals? What areas could be improved? Once we understand how these relationships function today, we work with your team on ways to enhance vendor relationships.

Quality Management

Offering quality products or services is key to driving financial growth. It also impacts how your brand is viewed in the market. We evaluate existing procedures and systems for gathering and managing customer feedback. We look to understand the entire service delivery process to identify and address inefficiencies. How are you tracking customer interactions? How are you understanding their preferences? How are you addressing their issues? Are your procedures documented in Standard Operating Procedures to ensure that service or product delivery is consistent, efficient, and meets a clear set of standards? Have you equipped your team with the required skills to provide top notch customer service? Do you have processes in place to continuously refine and improve service and performance? Once we understand how you are monitoring and promoting quality today, we can help you to maximize your quality management program.

Cost Management

Cost management and budgets are critical elements of operational success. Achieving cost efficiency means delivering at the lowest possible cost without sacrificing quality. Monitoring and controlling operational costs limits risk and allows for innovation. Where are you spending more than you should? Where can processes be refined to eliminate redundancies and waste?  Can technology, including artificial intelligence, be implemented to automate repetitive tasks, reducing cost and human errors? Are there areas of opportunity to renegotiate contacts? We evaluate operational costs to make recommendations on areas where the company can save money and reallocate resources.

Talent Management

To be successful, you need to have the right people with the right skills in the right roles. This encompasses recruitment, training, and retention. We can help you to evaluate your current recruitment, training and retention to ensure that you are not missing opportunities. 

Performance Metrics 

Defining how success is measured is necessary for progress. What key performance metrics are being used to measure operational success? How frequently are these measured? How are potential opportunities for improvements tracked and prioritized? We make recommendations for improved data collection, updated dashboards, or new metrics to ensure that the business has clear visibility into its operational performance.  

Employee Engagement

Happy and engaged employees are essential to positive customer experiences. How are you investing in your team's growth? What are ways that you have empowered frontline staff with the authority and tools to immediately address issues? How are you logging and using employee feedback? How are you recognizing and rewarding outstanding performance? How are you engaging with underperforming team members to help them? Once we understand how you are currently engaging with employees, we can work with you and your team to foster additional engagement.

Technology and Automation

Technology is fast-moving and it is important for companies to continuously assess and invest in technology. We look at how automation, artificial intelligence and other technologies can streamline processes, reduce errors, and increase efficiency.  

Risk Management

Many things can disrupt operations, including flawed or failed processes, procedures, systems or human errors. Identifying potential threats to operations and creating plans to mitigate these risks are crucial to success. We help ensure that these risks are taken into consideration and that plans are in place to address them.