Alliant Consulting Aligning people, processes and metrics to meet your business goals.

IDENTIFY PERFORMANCE IMPROVEMENT OPPORTUNITIES related to process and organizational re-alignment across 13 dispatch operations spanning four states.  Particular interest in determining if dynamic routing, dispatch and/or consolidation of dispatch operations would make sense

Project Focus

Conduct an operational assessment of representative locations to determine:

  • What would be gained in terms of improved customer and employee satisfaction and profit by restructuring of Dispatch processes and operations
  • What the right role and appropriate functions for dispatch are and the impact of the various proposed changes on Dispatch leadership, supervision and staff, Technical Operations, Call Centers and NOCs
  • What dynamic routing/dispatching would do and how it could be accomplished without over-complicating the processes
  • Ancillary performance improvement opportunities observed during the assessment

Key Benefits Identified

  • 10 – 20% Tech and Dispatcher productivity gain
  • Significantly reduced licensing fee exposure
  • 5 – 10% Reduction in truck rolls for service calls
  • Improve customer satisfaction through first contact resolution, faster & more consistent response time, elimination of pending past due work activities
  • Improved employee satisfaction through consistency in practices, clarity re: mission and accountability, improved responsiveness, employees have training and support to be successful
  • Process simplification to reduce “must do” escalation
  • Aggregation of dispatch functions for higher focus
  • Tighter network surveillance and coordination with dispatch to reduce truck rolls
  • Improved ability to measure performance, and identify and train best practices

The consultants conduct themselves in a very professional manner while maintaining approachability. They think outside the box enough to challenge ideas but remain sensitive to our culture…. very detailed and action oriented which allowed movement forward in a tough project. Documentation was key and they put together clear and concise updates, project plans and implementation plans…. written communication in email was also stellar.

State Human Services, Continuous Improvement Engineer