Operational Reviews

Escape Velocity for Business has considerable experience conducting Operational Audits and Process Reviews. We have done this across entire organisations and departments, and on specific processes that have raised concerns through customer survey results, complaints, and other types of feedback.

In one case in the financial services sector, customers had been complaining that they had not been receiving emails from the Telephone Support Centre after calling to request some written information.

The Support Staff had diligently reported this several times to the IT Department, who said the emails were going out and put the problem down to spam software at the Customer’s end. Trying to do the right thing, the Telephone Support Centre Staff developed a workaround, which was to send the emails from their personal email accounts rather than through the system. Fortunately, the personal emails were stored; otherwise, this action, made with all good intent, could have breached regulatory compliance. After further investigation using test accounts, Charles discovered that, following a software update some months earlier, the quotation emails had been sitting in a buffer on the system and had not left the building.

Our process when conducting Operational Audits and Process Reviews isn’t to rely on reams of fancy process documents generated by a computer program or to spend hours talking to IT Departments and ticking off that everything is OK. We certainly want them involved, but our priority is to work alongside those who are actually doing the work. Talking to Management and examining all Customer complaints and grievances over the previous months.

It’s not expensive to have us review one or processes and to get to the bottom of some of those customer complaints that have been nagging you.