With a strategic operational assessment, your organization can operate resourcefully AND improve the customer experience at the same time.
The Integrated Insight Difference
Focus on the Customer Experience
An efficient operation uses analytics to reduce transaction time, eliminate bottlenecks, and optimize communication in order to reduce wait times, increase sales, and enhance the consumer and employee experience.
Concentration on the Employee Experience
Employees are great at finding work-around solutions and compensating for less than optimal systems. We identify their pain points to make their jobs more efficient, allowing more time directly spent with your customers.
Data Collection and Reporting
Along the way, we identify current information gaps as well as strategies to collect needed data. We develop reports and dashboards to facilitate ongoing monitoring and identification of issues.
We leverage decades of Disney experience to identify opportunities to apply industry best practices to any type of operation. We partner throughout the pilot testing and implementation phase of process changes to ensure smooth execution.
We meet with key operators to understand current pain points in the process, observe the operation, and collect relevant data.
We analyze the data collected onsite combined with historical data to quantify the impact of improved processes, renewed capture of lost sales, reductions in wait time, and fewer user errors.
We provide tactical solutions ranging from minor operational adjustments to major investments such as facility or organizational changes.
Featured Case Studies
When To Evaluate Operational Efficiency
- Customer experience is impacted by inefficiencies in the system.
- Work processes between divisions or departments is not optimal.
- Costs are escalating faster than inflation.
- A process has remained unmodified even as consumer expectations, technology, or infrastructure has changed.
Implementation of Disney’s Operations Command Center to Optimize Queue Times
Founding Integrated Insight partner, Joni Newkirk, led the Walt Disney World team that created the “Operation Command Center,” a team of industrial engineers tasked with improving the guest experience by tightening up operations and managing guest flow. The command center could spot issues before gridlock occurred. Ongoing monitoring and implementation of countermeasures enabled the Industrial Engineering team to identify enough throughput efficiency to improve average rides per visitor, and save the resort from having to immediately invest in another multi-million dollar ride to increase capacity.
Foundational Approaches to Achieve Operational Efficiency
Focus on foundational approaches to operational efficiency to avoid excess costs, unnecessary frustration for both customers and employees, and lower quality products or services. Often companies focus on “big picture” initiatives, resulting in company-wide standardization or major organizational changes. But there is always opportunity to make incremental progress by optimizing lower-level processes as well.
Basic Guide to Process Improvement: A Structured Approach to Optimizing Your Operation
The most successful companies are those that can continuously adapt to meet the changing needs of the consumer and their business. Process improvement can be overwhelming, and it can be difficult to know where and how to start.
How Can We Help?
Schedule a free consultation to discuss your business needs.