What We Do
Our clients improve profits substancially in the first year and in every year after our involvement.
What we do
Saldan Consulting engineers management operating systems for optimal labor efficiency and service delivery. We custom design, build and implement all the elements of a base operating system for the best allocation and utilization of labor tasks and the highest quality customer service. We implement all parts of this working system in a knowledge based change process to insure the highest results possible. We provide continued support for these dynamic systems that adjust to customer service and labor requirement changes for sustainable performance improvement..
How we do it
Basically, we break down work into each individual task performed and service provided. Here we examine ideas for performing the task better - in fewer steps, at a better time of day, with a better procedure, equipment, supplies and training. Then we rebuild everything in the most efficient and logical flow of work. This then forms the new management system composed of individual elements from task assignments to employee schedules and department schedules right up to facility planning and reporting systems. In some cases tools or models are then built to tie customer pricing to actual labor requirements and costs. These are the management systems we build.
We observe work done at your workplace at the front and back office. We observe the critical interface of where the employee represents your company, product and service to your customers.
We see work and service provided from your employee's and customer's point of view.
We study the work done by employees and we observe services provided to customers. From this point of view we identify first hand the roadblocks that frustrate the employee and irritate the customer. Problem solving and ideas for improvement along with rearranging work flow then lead to quicker and better customer service and thus quality of work. Each step of our program is documented and supervisors are trained in the tools they need to continue better control their operations and adjust to changes in volume and type of work.
The first order or importance is always to ensure quality of work and customer service is completed at the highest level. Quality and performance work together.
We focus on improving the support the employee needs to do the work.
Although we work for client company management, we focus on improving the work place for the employee. We believe an employee is happy and motivated on their first day of work. This motivation continues when they feel successful and are able to provide excellent customer service. But often this excitement turns into frustration and eventually a lack of motivation and poor customer service. This is mostly caused by roadblocks and problems such as poor planning and communication, lack of proper supplies and equipment and a host of other problems not identifyed and dealt with by management. In fact, it is the superviror's and management's responsibility to provide the front line employees with all the conditions that will make their job of providing the best customer service possible. We see this as important because the actual company revenue is driven from this employee - customer service interaction point.
We study work to remove these obsstacles, to improve the flow of work and help the employees be more productive and provide better quality and customer service.
Our approach is collaborative involvement. We work with and through your supervisors.
Our programs are fast paced and require participation of the managers and supervisors without disrupting their work. We provide a structured program of steps to study work along with the tools to analyse the data collected. We bring your managers and supervisors along a program of progressively building better understanding and control of the work done in their department. These tools are designed specifically for their needs to forecast, plan, assign and follow up on work. Quality and performance measures are implemented within an operating management system. This system quantifies workloads and helps replace seat of the pants management and fire fighting problems.
The result is your operations will flow smoother and operate at a higher performance level achieving and surpassing yoru business goals. Your business will be more successful and valuable.