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Typical Pain Points
| Unclear Strategy or lack of alignment | There is often a significant opportunity to align strategic goals at the executive level, down through all levels of the organization. A lack of alignment can result in behaviors and practices that are in conflict with organizational goals. |
| Process inefficincy or complexity | Processes with multiple handoffs and delays are costly. This can be driven by many factors including poor job design, ineffective structures, or "un-leveraged" technology. |
| High error rate / poor quality / long cycle times | Processes with a relatively high frequency of defects, rework, and long cycle times are costly and create negative customer experiences. |
| Customer dissatisfaction /poor retention | Organizations may be seeing an increasing trend in customer attrition and may not have a clear understanding of why this is occuring. |
| Rising costs or need to reduce expenes | There is no organization that does not need to manage expenses. They may not however, understand how to reduce expenses without negatively impacting the organization's ability to effectively deliver products and services. |
| Staffing needs not clearly understood or staffing not balanced to workload | Organizations often struggle with effectively balancing staff to workload during volume peaks and valleys or seasonality. |
| Lack of ROI for technology investments | Organizations frequently spend large amounts of money for technology, without designing the goal state process first. As a result, new technology is "plugged in" without redesigning processes and roles to fully leverage the technology capabilities. As a result, technology investments frequently do not achieve the ROI projected in the business case. |
| Lack of clear understanding of current environment | Organizations can always benefit from gaining a broader perspective of the operation across roles and functions, from an unbiased thrid party. Effective development of current state data results in a new perspective and basis for management decisions. |
| High volume / difficulty executing initiatives | Organizations always have projects that need to be completed, whether it be technology implementation, implementation of a new program, consolidation of operations, etc., but may not have adequate resources to lead the effort. |
| Lack of multi-dimensional profitability visibility | Organizations may not have developed adequate data to assess whether or not they are pricing products appropriately, which of their customers are the most / least profitable, or why a line of business is more or less profitable than expected. |
| High staff turnover | Organizations experiencing high turnover, may not fully understand the root cause. |
| Lack of or ineffective business performance metrics and rewards systems | Organizations at times do not measure the right things and reward programs may reward associates for unintended behaviors. |
| Immediate need to fill management role | When organizations experience unexpected turnover in a key role, it may make sense to fill the role with an interim resource. |