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Even while outsourced operations are geographically disparate from other client-company functions, outsourcing does not compromise control over operations, or insight into those operations. To the contrary, OPI clients find improved insight, transparency, and access to process information thanks in part to OPI’s Client Dashboard.
OPI’s proprietary Client Dashboard provides real-time monitoring and reporting on the quality and efficiency of outsourced processes. Every dashboard is fully customized for each client’s processes and goals, and can be leveraged to drive and measure business impact of improvement initiatives.
The core features of the dashboard track and measure performance of customized, client-specific contractual service level agreements (SLAs) and functional key performance indicators (KPIs). This data allows client management real-time visibility into operational performance.
In addition to monitoring overall performance, the Dashboard also helps to assess process quality as it relates to best-in-class performance and process improvement initiatives. The dashboard can be configured to compare actual operations against Six Sigma or best practice targets, as well as show trends in performance over time. This allows management to pinpoint areas in need of improvement, but also permits them to track progress made against goals, and to measure the actual impact of improvement programs.
The Dashboards also plays a central role in managing operational process risk. Incidents are tracked that may impact performance, and alerts can be configured to report on any significant changes in process performance levels.
Commonly tracked metrics include:
- FTEs
- Open Items / Backlog
- Cycle Times
- Volumes
- Efficiency Rates per FTE
- Exception Rates
- Error Rates
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