- Daren Moore, Executive Advisor
With any new change in leadership, government agencies as well as enterprise organizations often face a review of current operations and the efficiencies and profitability that exist within. If you want to get in front of any future budget constraints, understanding what’s driving costs up and lowering ROI is the first step.
At The Northridge Group, we have been performing these very assessments with various agencies and enterprises for over two decades.
Prior to beginning these steps, we initiate a discovery phase where we gather data to determine what’s driving human and 3rd party costs. Once we have an idea, we can then launch a full assessment, leveraging the analytics to provide a complete, accurate picture.
After the discovery phase is complete, we take the information obtained and pivot to three components to cost transformation that incorporate the “People, Process & Technology” business trinity that we adhere to when we start a project:
People
We take a hard look at how your agency is structured and the organizational design, along with roles and responsibilities. We look for redundancy, misalignment, and overlap.
We work with you to fix these areas, lowering the effort it takes to complete duties efficiently.
We will also look at training and coaching, performing a skills assessment to understand if you have the right people with the right skills doing the right job…and if there are opportunities for ‘upskilling’.
Read more about cost transformation here: Cost Transformation: A Journey, Not a Destination – Northridge Group
Processes
We dive deep into your organization, reviewing processes to identify what flows end-to-end seamlessly and what offers opportunities for retooling. We look to see time wastes – rework – that drive up costs, reduce ROI, and lessen employee satisfaction.
When we have identified areas in the processes that are ‘broken’ or not functioning as efficiently as possible (or not at all), we build solutions specific to your agency, your function, and your culture, that help serve the public better.
Using this assessment, we were able to uncover cost reduction opportunities and save this company money – read the full case study here. Fortune 50 Enterprise Embarks on Cost Transformation Journey – Northridge Group
Technology
The final component is assessing the current technology environment. We review your current tech stack and tools that exist in the agency. We look for redundancy in tools, as well as the use of them.
We will suggest new platforms, if necessary, but funding for new technologies may not be available. When this is the case, we will look at the existing platforms to see if there are opportunities to drive greater efficiencies. We attempt to identify if the tools are being fully utilized…or used at all. We ask “does this require more training?” in an effort to drive more work out of the system, empower the agents, decrease AHT, increase FCR and overall CX.
To learn more about technology assessments and approach, click here: Technology Ecosystem – Northridge Group
If this sounds like an approach your agency needs and will benefit from, contact us today. We offer 15-minute discovery calls to meet the team and ask questions. It’s a short commitment that could offer longterm results.
experience + excellence
The NRG Coaching & Training Assessment
Would a full assessment of your current coaching & training programs help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?
We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.
