Month: July 2016

Asking the Right Questions

An automated processing operation based their processing hours on the availability of mail. Over the course of a year, the manager noted the automated system was barely able to process all…

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Achieving Career Success

Want to see what success looks like? Let me tell you about Ralph. I hired Ralph directly out of the Marine Corp. He was young and full of energy. His…

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Iceberg Management Strategy

Icebergs are immense. But the majority of their size is hidden below the ocean surface. The power of the tip, the tiny portion of the ice floating on the water…

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Value of Common Understanding

Commonality, especially if an organization has multiple branches, is essential for maintaining a mutual understanding of operations and expectations. Even with the best intentions, the way information is received and…

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Drowning in Information, but Starving in Knowledge

Let’s start with an experiment. Follow along with the series of questions below and mark your answers as you go: How many workshops have you attended in your career? How many workshops do you attend, on…

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Want to Revive “Kumbaya” in Your Workplace? Here are 6 Strategies.

When “Kumbaya” was first released in the 1920s, it was a spiritual message of camaraderie and fellowship. In the ‘50s and ‘60s, it made a comeback as the preferred campfire song…

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Top 10 Back Office Operations Management Myths

Back office operations management myths are elusive and complex. However, for FTP Consulting they are also easily busted! We’ve broken down the top 10 most common myths every manager should…

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7 Deadly Sins of Performance Management

Effective performance management can mean the difference between profit and deficit, employee retention and loss, and productivity and stagnation. The common theme surrounding failure to implement successful performance management stems from…

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Are You up to the Attrition Challenge?

A consistent challenge for contact centers and back office operations is high attrition rates. A number of factors, including pay scale, nature of the work and product offerings, impact attrition levels….

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Simplifying Cost Effective Staffing

A properly staffed process is efficient and cost effective. Developing an efficient staffing strategy is a major responsibility of an operations manager. Staffing strategies do not have to be overcomplicated…

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