Global KPO increased work output by 40% within 6 months of Sapience roll-out.

Improving Productivity at a Fast-Growing KPO

In the Knowledge Process Outsourcing (KPO) world, competition is increasing. Customers are beginning to demand higher quality and increased value. Our client, a trusted IT outsourcing partner for organizations located around the world, had reached a plateau in productivity. They turned to Sapience to improve their value proposition to customers, increase productivity and gain a competitive edge.

7.8

daily productive hours reached.

1.5

reduced hour gap between top 20% and last 20%, within 3 months.
 

25

reduced communication overload.

Challenge

Our client, a leading global KPO, provides IT outsourcing services to a wide range of clients, including media houses, news agencies, newspapers, publishers, marketing solutions companies and retail brands. As their customers began to seek greater value, the KPO was challenged with a lack of real-time visibility into the actual effort data of their team, making it impossible to determine benchmark productivity or set meaningful goals for productivity improvement. Increasing output was only possible by increasing head-count. The leadership team was interested in gathering data and improving results through vendor management software.

Analysis

Sapience collected and analyzed data, which revealed:

Teams were having difficulty in planning their time, and determining how much time projects would require.
The capacity utilization of teams was lacking in balance.

Solution:

Using the data provided by Sapience, managers and team leaders measured baseline performance and set goals for improvement. Soon, the team had achieved exceptional employee productivity, along with a more balanced workload. Within a span of six months, a 40% increase in work output was achieved, by enhancing the time and effort from each employee.

Results:

Daily productive time reached 7.8 hours per employee.
The gap between the top 20% of performers and the bottom 20% was reduced to only 1.5 hours, by adjusting workload management and improving employee engagement.
Meetings and communication overload was reduced from 40% to 15%.

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