CASE STUDY - ActiveOps€¦ · CASE STUDY. British American Tobacco Global Business Services (GBS)...

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BAT GLOBAL BUSINESS SERVICES CASE STUDY British American Tobacco Global Business Services (GBS) adopt Workware™ by ActiveOps for shared service workforce optimization. BAT Global Business Services (GBS) GBS provide business support services to 183 BAT operations across the globe, from centers in Costa Rica, Brazil, Romania, Russia and Malaysia. Employing over 1300 staff, GBS have evolved from providing basic administration services to a world class business partner, contributing to the group’s profitability and competitive advantage. Workware was adopted following an extensive market survey of back office workforce optimization offerings to support a global transformation project. BAT Global Business Services’ key requirements included the need for real-time operational performance data, streamlining of end to end processes, improved engagement and optimization of the workforce’s skills and capacity. “Being able to actively respond to real-time performance information has had a marked motivating effect on our team leaders and team members. Team leaders now feel ‘in control’ of their areas of responsibility and can make ‘in- flight’ adjustments to meet changing circumstances in work volumes, capacity and availability. Team member reviews have become more meaningful and frequent supported by accurate and trusted information, highlighting not only best practice but also the ability to set and monitor realistic targets and reward accordingly.” Business Benefit SUMMARY Within 8 months of adopting Workware™, team managers dispensed with monthly KPI reports in favour of real-time performance and capacity reports, enabling immediate and short term operational changes. Benefits gained from the Workware Data Insights and Performance Insights include: • Significant improvement in operational efficiency Released latent workforce capacity Elimination of overtime Realistic standard times established leading to improved planning Team members able to monitor their performance and contribute to efficiency improvements 1 on 1 team member reviews increased from 2 to 26 per year based on accurate and trusted data Identification of best practice and team member mentoring Enabled the setting of realistic and measurable incentives We selected Workware™ as we were convinced that ActiveOps could solve our immediate requirement for a single and consistent real-time view of operations performance. We were keen to look beyond our initial challenges and explore the depth of solutions and management processes ActiveOps offer, to improve our capacity planning, forecasting to roll out and sustain the benefits across all our service centers. Jon Evans | Group Head of HR - Corporate Functions

Transcript of CASE STUDY - ActiveOps€¦ · CASE STUDY. British American Tobacco Global Business Services (GBS)...

B AT G LO B A L B U S I N E S S S E R V I C E SC A S E S T U D Y

British American Tobacco Global Business Services (GBS) adopt Workware™ by ActiveOps for shared service workforce optimization.

BAT Global Business Services (GBS)GBS provide business support services to 183 BAT operations across the globe, from centers in Costa Rica, Brazil, Romania, Russia and Malaysia. Employing over 1300 staff, GBS have evolved from providing basic administration services to a world class business partner, contributing to the group’s profitability and competitive advantage.

Workware was adopted following an extensive market survey of back office workforce optimization offerings to support a global transformation project. BAT Global Business Services’ key requirements included the need for real-time operational performance data, streamlining of end to end processes, improved engagement and optimization of the workforce’s skills and capacity.

“Being able to actively respond to real-time performance information has had a marked motivating effect on our team leaders and team members. Team leaders now feel ‘in control’ of their areas of responsibility and can make ‘in-flight’ adjustments to meet changing circumstances in work volumes, capacity and availability.

Team member reviews have become more meaningful and frequent supported by accurate and trusted information, highlighting not only best practice but also the ability to set and monitor realistic targets and reward accordingly.”

Business Benefit S U M M A R Y

Within 8 months of adopting Workware™, team managers dispensed with monthly KPI reports in favour of real-time performance and capacity reports, enabling immediate and short term operational changes.

Benefits gained from the Workware Data Insights and Performance Insights include:

• Significant improvement inoperational efficiency

• Released latent workforcecapacity

• Elimination of overtime

• Realistic standard timesestablished leading toimproved planning

• Team members able tomonitor their performanceand contribute to efficiencyimprovements

• 1 on 1 team member reviewsincreased from 2 to 26 per yearbased on accurate and trusteddata

• Identification of best practiceand team member mentoring

• Enabled the setting of realisticand measurable incentives

We selected Workware™ as we were convinced that ActiveOps could solve our immediate requirement for a single and consistent real-time view of operations performance. We were keen to look beyond our initial challenges and explore the depth of solutions and management processes ActiveOps offer, to improve our capacity planning, forecasting to roll out and sustain the benefits across all our service centers.

Jon Evans | Group Head of HR - Corporate Functions

Workware Data Insights. Shining a light on operations…Working in partnership with PwC, BAT Global Business Services first trialled the Workware cloud-based solution in 2016, to capture performance data in support of the Perform Program business transformation project.

Initially, consolidated spreadsheets and an in-house time tracker were used to support the Perform Project, to track operations performance. It became clear that a more reliable, real-time measure of efficiency and available capacity was required and Workware was adopted. As a result, management were then able to measure end to end processes and operations performance in real-time, identify spare capacity and quantify the benefits of the Perform Program itself.

Workware Planning InsightsFollowing the success of using Workware Data Insights, BAT will be adopting Workware Planning Insights combined with the ActiveOps Active Operations Management (AOM™) Methodology.

The combination of Workware Software and AOM will provide real-time information, capacity planning and forecasting supported by a consistent management process to:

• Provide a real-time end to end view of all operations

• Staff retention through improving andprofessionalising team leader roles

• Improve efficiency, quality and service

• Enable load balancing between teams

• Reduce overtime and rework

• Reduce hiring

• Reduce attrition and hiring requirements

The intention is to roll-out Workware and AOM to all global service centers to provide a single source of performance, capacity planning and forecasting information backed by a consistent management process from department, to team, to individual.

About ActiveOpsSince 2005, ActiveOps has been committed to helping organizations improve their operational efficiency by helping managers and teams deliver their best possible performance. ActiveOps provide enterprise-scale software and services to meet the increasing market demand for back office workforce optimization.

Workware™, our cloud based SaaS software, is purpose built for the back-office to quantify work and time, measure productivity and efficiently manage work to meet customer expectations. It enables capacity to be optimized, reducing costs and improving service delivery across diverse and complex back office operations.

The Active Operations Management (AOM™) method enables ‘teams of teams’ to collaborate and deliver sustainably higher performance through a consistent management process. Better communication and improved control results in higher staff engagement, leading to increased customer satisfaction.

ActiveOps operates across the globe from offices in the UK, Australia, India, South Africa and North America supporting back office and shared service operations in financial services, shared service centres, government organizations and Business Process Outsourcers (BPOs).

Website: activeops.com

B AT G LO B A L B U S I N E S S S E R V I C E SC A S E S T U D Y