BPA Featured Article

Operational Framework is Key to Breaking Down Business Silos



By Laura Stotler, TMCnet Contributing Editor
March 16, 2017


One of the biggest challenges for businesses of all sizes, in the struggle to meet their business goals, is the common but dreaded operational silo. Data, systems and processes all vary throughout organizations from a variety of industries and company cultures, making it difficult to optimize performance.


According to Craig Seebach, vice president of enterprise workforce optimization at Verint (News - Alert), an operational framework that combines technology and processes is the key to breaking down organizational silos and creating a culture of continuous optimization.  By ensuring consistency of key management processes throughout an organization, businesses can create and maintain a single repository for operational data, ensuring consistency across departments, technologies and processes.

“It takes an operational framework that combines technology with business processes in a way that supports continual operational improvement,” said Seebach. This is an area of specialization for Verint, as the company provides actionable intelligence solutions focusing on customer engagement optimization along with security intelligence and compliance solutions. Verint defines an optimized back office as one with a standardized framework and management process offering a holistic view of operations as well as actionable insights for driving decision making.

The company has created a Back-Office Management Process Survey to help companies gauge how well their operational framework is performing as well as to pinpoint areas requiring improvement. The survey is available online and is recommended for operational managers, directors and executives with multiple groups and roles reporting to them. These leaders are typically held accountable for the success of their groups or functions and can benefit from a comprehensive assessment.

The survey will provide participants with a ranking against the Five Components of an Optimized Back-Office Management Process along with recommendations about how to improve in each area. The components include standardized management process and tools; financial metrics and reporting; production management; service delivery management; and employee effectiveness.

Verint will send out complimentary copies of a benchmark report to all participants within three to six months, based on the survey responses. The report will enable businesses to compare their rankings to their peers to assess how well they are performing in the broader marketplace.




Edited by Alicia Young
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