Operational ExcellenceOur proven end-to-end transaction processing solution

What is OPX?

OPX is a Workforce Management solution that provides a

way to seamlessly manage resources and processes

regardless of their worldwide location in a holistic fashion,

allowing a organisation to:

increase productivity

increase utilisation

drive down costs

manage resources regardless of location

by changing the way in which people process work, and in

turn changing culture and behaviour.

OPX was a joint initiative by:

Corporate Modelling:

• Providing existing technology and consultancy

o In Workflow, Business Rules, Six & Lean Sigma,

Business architecture

HCL IBS:

• Providing Operational consultancy in

o Performance, Utilisation, HR, Change Management

Where has OPX come from?

Who needs OPX?

Organisations with:

Large back office processing teams

Front office teams who could increase utilisation

doing back office workloads in idle time, “One and

done”

Productivity, Utilisation, Quality or Cost initiatives

Multi-site, Multi-Country processing centres

Global process responsibilities

Features of OPX

• Workforce Management - person-centric work

planning

• Real-time planning of work

• Real-time resource planning

• Performance analysis

• Performance optimisation

• Utilisation analysis

• Capacity planning

More Features of OPX

• Open and Closed QA systems

• Complaints Management

• Checklists (manifesto)

• ID&V (Identification &

Verification)

• Real-time KPI Dashboards

• Skills and competency analysis

• Process Management

• Conduct Risk solution

• Little system integration needed

OPX is about changing how an organisation processes work with people performance andleadership. It is about recognising a core activity is to drive efficient transaction processing.

What are the principles behind OPX?

Transaction based processing FIFO principles with minimal case ownership

One & done philosophy Real time workload routing & Reporting

Skills efficiency Resource management & scalability

Capture all the user events Managers are always in charge

How is this achieved?

Queue management Performance management People management

Integrated Real time MI Integrated Inline QA Changed cultures & behaviours

Benefits

Improvedoperational efficiencies

Reduced operational cost & improved quality

Fast-track on boarding programme

Multi-site processing capability

No back office platform dependency

Principles of OPX

Policies per FTE

Transactions per FTE

Operational Costs per Policy

Measures of Success

14.8%

22.2%

15.8%

Processing Throughput

Complaints Pipeline

Improved Quality (RFT)

Customer Journey

14.8%

70%

12.5%

• No case ownership• Granular skills • Continuous work allocation • No cherry picking • Factory Managers in charge of change and resources {not IT}

First OPX clients results

Factory approach of OPX

Policies per FTE

Transactions per FTE

Operational Costs per Policy

Measures of Success

20.1%

24.5%

19.8%

Processing Throughput

Complaints Pipeline

Improved Quality (RFT)

Customer Journey

11.0%

58%

14.0%

Second OPX clients results

• New checklist for process adherence• New complaints solution• New end user dashboards• New web service integration framework

OPX continual enhancement

Independent QA

Framework

Root Cause Analysis

Standard Operating Procedures

Continuous Improvement

Improving what we do and the way we do it, is governed through the following operational activities:

Collectively, these functions support the ongoing development of our Operational Excellence (OPX) culture.

Operational ExcellenceCustomer Journey QuadrantOPX and QA

Benefits of OPX

• productivity

• utilisation

• quality

• accountability

• customer service

• throughput

• scalability

• operational cost

• cycle times

• resources required

• misinformation

• bottlenecks

Improved: Reduced:

"OPX has revolutionised the way we do things around here. From culture to MI, we now have the tools to make quality process improvement that has a dramatic impact on the bottom line."

Andy Wallace HCL IBS

"The nature of our business is very complex, managing different books of business which require different processes, different skills and different service levels. Workforce management technology allowed us to better understand our employees and how they work, creating and implementing skills matrix for our books of business and marrying this to the workforce. OPX is contributing towards a performance–led back office culture with increases in productivity."

Brian McPhail Admin Re

OPX – An operationally driven solution

Users define their operational organisational structure

Users define their processes using STP (Straight Through

Processing)

The business specify and manage skills and competencies

Flexible approach based on prevailing business objectives

Users defined Reports, Dashboards, Metric models , UDFs

Business driven rules, tailored to support automated work allocation

and throughput for team members

OPX – Organisation Tree

OPX – User Allocation Screen

OPX – Dynamic Dashboards

Overarching QA Report Call Centre Complaints Back Office Overall

Monday, 28 April 2014 Oct-13 92% 92%

Nov-13 96% 96%

Report produced by Dec-13 95% 95%

OpEX Jan-14 95% 95%

Feb-14 97% 97%

Mar-14 86% 86%

Fairness Quality

Call Centre 0 0 0 0 0.0%

Complaints 0 0 0 0 0.0%

Back Office 59 51 8 0 86.4%

Fairness Quality

Payments Out 24 19 5 0 79.2%

Policy Servicing 32 29 3 0 90.6%

Group Pensions 3 3 0 0 100.0%

Overall 59 51 8 0 86.4%

Right First Time Previous Month

March 2014 Feb-14

Call Centre 0 0 -

Complaints 0 0 -

Back Office 59 47 79.66% 94.92% -15.26%

Overall 59 47 79.66% 94.92% -15.26%

Rework Required Previous Month

March 2014 Feb-14

Call Centre 0 0 -

Complaints 0 0 -

Back Office 59 12 20.34% 5.08% 15.26%

Overall 59 12 20.34% 5.08% 15.26%

March 2014

FailuresPass %PassAssessedMarch 2014

Assessed Pass

Assessed RFT % Trend

FailuresPass %

PASS / FAIL Volumes Breakdown

AssessedRework

Required% Trend

OPX – Quality Assurance

19

BPO Specific

Process & Activity

Actual effort

Cumulative total for all users

Optimal target

Optimal based on top performers

•Specify no. of top performers

Targeted exclusions

AHT as a % of EHT

Min. AHT

Min. volumes

MISDynamic

DashboardsUser AHT

Target efficiency

Saving

OPX – Optimising Efficiency

20

More information

For more information about OPX, please contact us using the details below:

• Phone: 0141 945 2168

• Email: alex.allan@corporatemodelling.com

• Tweet: @corpmod

• Online: corporatemodelling.com & opx.solutions