Contact Center Transformation: From Strategy to Inception

West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago.  We demonstrated how you can transform your contact center from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. …

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Receiving Standards Made to Work Part I: It Begins with your Inbound

The Inbound. Is it the bottleneck of your operation? Throughout the duration of the inbound and outbound operations, any single hiccup from the inbound operations can compromise the successful execution of the operating plan and could very well affect customer service in the end.  Two critical ingredients to preventing these hiccups and executing consistently and efficiently are utilizing a...

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SKU Rationalization: The Need for a Holistic Approach in a Customer-Sensitive Marketplace

Retail merchandising decisions are often tough to make. The evolution of an increasingly competitive marketplace has forced retailers to take a hard look at the products they sell to see if it really makes sense to offer them from a business perspective. Additionally, multiple studies have shown that the sales floor is disproportionally occupied by products that collectively only make up a...

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Everyone’s Incentive – Avoid Making Your Incentive Program a Bottom Line Burden

Many in both labor and management would agree that incentive programs for warehouse employees on engineered labor standards (ELS) are beneficial to all parties involved.  They provide financial motivation for employees that demonstrate the ability to perform their job at a consistently high level.  Employees achieving at a consistently high level equates to shorter overall operating spans, and...

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Maximizing your Workforce Performance

For any operation, Engineered Labor Standards (ELS) provide a tool for you to benchmark how well your operation can perform.  The challenge for any operator is answering the question on “how” to achieve that level of performance.  Engineered Labor Standards require both the building of the standards and the ability to execute on those standards.…

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Transform your Retail Pharmacy through Process Innovation

Why should you invest, innovate and launch a new store concept for your pharmacies? There are many factors. Typically, a total redesign for a store happens once every few decades. So, when is the right time to do this time and cost intensive investment? Often, it is dictated by external signals – regulations, competitors, customer expectations, new offers in the market or the desire to...

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The Case for a Truly Discrete Labor Standard

In a recent DCVelocity article titled “5 ways to cut DC costs”, five options for reducing costs in a distribution operation were discussed. While all were great options for any decision maker to consider, there is a sixth option that I believe stands out from the rest. The cost of labor in most distribution centers today constitutes 65% or more of the total operating costs associated with...

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The Hidden Gains from Effective Warehouse Slotting

As labor standards experts, we often see the same issues across all distribution centers that impact the benefit of the labor standard we are building. For example: order selectors having to rebuild their pallets because, halfway through the order, they are trying to find room for several 30 pound buckets. Or one aisle in the produce department is always a traffic jam as every order selector...

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Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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