Properly Assess Your Risks of Outsourcing

To continue with this month’s topic of the month on Managing Uncertainty, this week we’re focusing on the risks that can arise when working with external parties (such as BPO vendors) and how Operations can mitigate those risks when transferring critical services or responsibilities to a third party. One institution we call Paulson Financial was faced […]

Join Us at the 2012 Financial Services Conference

With spring right around the corner, we’re ramping up our planning activity for the CEB TowerGroupFinancial Services Conference. Last month saw the inaugural European conference, and if the takeaways from that event are any indication, you won’t want to miss the Boston event on May 23-25. This year’s event covers pressing topics in the financial services industry, such […]

How to Restructure Operations for Success

This week wraps up February’s topic of the month on Ownership and Governance structures, and with that I wanted to highlight some recent work the Operations Council has published on actual operations structures of members we’ve worked with. A recent survey we sent to Operations Council members shows that 80% of firms have restructured their […]

A Primer for Achieving Short-Term Cost Reduction

As many of you may know, at the start of every year the Council sends out an annual poll to gain insight into our members’ top challenges and concerns. This generally helps feed into our research planning for the coming year, and it’s helpful to hear what challenges emerge and how they compare to years […]

Processes Need Governance Too

We had originally conceived of this “topic of the month” series as a showcase for our work on the reporting structures and metrics that govern the different content themes our members care about – things like risk, day-to-day transaction processing, and customer experience improvement. I guess you could say we were narrowly focusing on the governance of people and their […]

Driving Your Employees Toward Inefficiency?

As frequent readers of our blog will know, we’ve focused a lot in the past weeks on the concept of exposing Operations’ hidden inefficiencies. These are opportunities for sustainable cost reduction that often lay under the radar for most executives and can remain undetected while generating significant sources of waste for the firm. Waste or inefficiency […]

Calling All Operations Metrics Dashboards

Metrics are important for a number of reasons – who hasn’t heard the saying, “If you can’t measure it you can’t manage it!”  Metrics are a great way to track how we’re performing against the firms’ strategic initiatives.  They serve as leading indicators that help identify potentially disastrous issues.  In my opinion though, the most important […]

Separating Issue Resolution from Issue Prevention

Continuing with the Council’s topic of the month, Ownership and Governance Structures, this week I want to focus on the importance of structures in impacting incident resolution and problem management processes. Our research shows that when we receive customer complaints, many of us attempt to simultaneously resolve the complaint and uncover the root cause of […]

Developing Risk Champions

In our Topic of the Month series this month, we are featuring practices to improve governance and ownership structures over key areas of Operations management.  Last week, we kicked things off with a case around establishing ownership for various components of the customer experience. This week, we’re focusing on risk.  Enforcing risk management strategies is difficult […]

Technology Spotlight

The Operations Council in conjunction with CEB TowerGroup is pleased to announce the launch of our new Technology Analysis product.  Technology Analysis is a comprehensive review covering the lifecycle of an investment decision across 12 components, from the initial research phase through to the vendor selection.  Technology vendors and products will be assessed across 94 […]