Improve Day-to-Day Work
Reduce friction in the day-to-day work to boost productivity, Employee Experience (EX) and Customer Experience (CX)
Your challenges
Business / operations leaders across industries with P&L responsibility often overseeing a high-volume and high-value workforce share with us their challenges:
I am expected to rapidly increase efficiency, while keeping my team engaged to prevent attrition.
So many efforts from different teams are meant to support our goal of streamlined operations, but when productivity isn’t realized, it’s hard to know why.
It’s not always easy to understand, in a data-driven way, what’s getting in the way of employees serving our customers.
We track many transactional & operational KPIs, but it’s still hard to know where and why there is friction for our people, and if our efforts are addressing it.
We help leaders tackle these challenges simultaneously, by centering on experience.
Examples day-to-day work experiences for employees include:
• ‘I assemble the order’ – for a warehouse worker
• ‘I respond to a patient emergency’ – for a doctor or a nurse
• ‘I handle a complex customer issue’ – for a call center agent
Our approach
Experience-centric
Given employees are the ones doing the work, their experience trying to do their job is an essential way to uncover friction in operations.
Data-driven
By collecting just the right amount of data at the right level of detail from customers / users / employees / workers, you can identify and remove friction from day-to-day work that gets in in the way of productivity.
Cross-functional
When you center the experience and bring the right data, you can equip all cross-functional players with the data they need to improve what is in their remit.
Closed-loop
Tracking these KPIs over time allows organizations to assess the impact of their investments to improve processes and services.
Our support
We help you build the capability to continuously identify & remove friction to improve day-to-day work experiences:
1. Diagnose and improve day-to-day work experiences
2. Evolve how your function operates to continously improve day-to-day work experiences
Example work: Warehouse Worker
Problem to solve
We partnered with a food retailer who faced for years an unforced attrition of >1/3 of new hires in their warehouse operations.
Measures like pay raises, more training, a climbing wall and more benefits have had no impact on the attrition rates.
Approach taken
A targeted measurement of the work experience of 300 warehouse selectors (new hires vs. tenured) with specific work moments (e.g., navigate the warehouse, take a scheduled break, discuss shift plan) etc. was conducted.
Work activities with poor experience and highest impact on overall eNPS like ‘navigate the warehouse’ and ‘receive my shift schedule’ were prioritized.
Together with new and tenured warehouse selectors a series of improvement measures have been developed that included:
- Re-slotted the warehouse to make it easier to navigate for new hires (which also benefitted others)
- Changed scheduling and staffing philosophy by increasing overall headcount to reduce the daily workload baseline for any given individual
- Changed the structure (not amount) of starting pay and incentives to create more transparency and trust
Results achieved
As a result of intervention implemented:
– Reduction of Y1 Attrition by 35% for warehouse selectors
– Accompanying 1M$ cost reduction in a group of 300 employees
– Average tenure for the role increased by 8 months
– Individual productivity increased by 20% in year 1
Example work: Health Care Professionals
Problem to solve
We partnered with a leading European hospital wanting to reduce friction for their clinical staff and boost retention in key roles (especially nurses).
Hiring and retaining healthcare professionals like nurses and doctors is a severe challenge for many hospitals.
Approach taken
Starting from our co-created work experience diagnostic for key medical professionals, we customized the measurement to the physician role in this hospital. We then analyzed and identified priority areas for experience improvement:
Together with the healthcare professionals we developed improvement concepts. Improvements ranged from procedural, regulatory, technical, to cultural measures.
Results achieved
After the implementation we prove the business benefit for employees and the hospital / health care institution.
Based on our project experiences these range from a 40% lower attrition rate that result in 37% lower (re)hiring costs, 26% higher engagement and a 22% reduction of internal service costs.
Example work: Call Center Agents
Problem to solve
TI People + FOUNT partnered with a Fortune 100 Health insurance company that was facing an early turnover problem in its 8,000-employee service center organization, with a 6-month attrition rate over 30%.
The high levels of early turnover that the organization was experiencing was proving costly and had a direct impact on team morale, productivity and customer experience.
HR, IT and business leaders had multiple hypotheses and as many as 40 workstreams to identify and tackle the causes of early attrition.
Countermeasures such as onboarding apps, salary increases, benefit improvements, management development, new headsets, AI support tools and a new knowledge management platform had all failed to deliver any significant improvements.
Approach taken
Through measurement with FOUNT product, identified and prioritized the causes of friction in key moments across the call center agents day-to-day work.
We explored both qualitative and quantitative data tied to these high priority moments
We identified key insights that led to the co-creation of solutions in 6-week sprints
Results achieved
Improvement in moment and touchpoint scores across 2 moments:
As a result of interventions implemented, early attrition in new call center agents fell by twelve percentage points from 32% to 20%, nine months after the start of the work, a $13.4M cost savings. Downstream benefits to post-call customer NPS are assumed, and in the process of being measured.
Ready to continuously improve work experiences?
We can help
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