Separating Issue Resolution from Issue Prevention

Continuing with the Council’s topic of the month, Ownership and Governance Structures, this week I want to focus on the importance of structures in impacting incident resolution and problem management processes. Our research shows that when we receive customer complaints, many of us attempt to simultaneously resolve the complaint and uncover the root cause of […]

A Primer for Achieving Short-Term Cost Reduction

As many of you may know, at the start of every year the Council sends out an annual poll to gain insight into our members’ top challenges and concerns. This generally helps feed into our research planning for the coming year, and it’s helpful to hear what challenges emerge and how they compare to years […]

How to Restructure Operations for Success

This week wraps up February’s topic of the month on Ownership and Governance structures, and with that I wanted to highlight some recent work the Operations Council has published on actual operations structures of members we’ve worked with. A recent survey we sent to Operations Council members shows that 80% of firms have restructured their […]

Properly Assess Your Risks of Outsourcing

To continue with this month’s topic of the month on Managing Uncertainty, this week we’re focusing on the risks that can arise when working with external parties (such as BPO vendors) and how Operations can mitigate those risks when transferring critical services or responsibilities to a third party. One institution we call Paulson Financial was […]

Keep Your Focus Despite Regulatory Change

Continuing on with March’s topic of the month, Managing Uncertainty, this week I’d like to focus on a topic that’s top of mind for many members of the Council – regulation. On just about every other call I do with members – regardless of whether they are located in North America, the UK, or Australia […]

Why Traditional Cost Cutting Won’t Bring You Sustainable Cost Reduction

In our recent study on Trends Impacting Operations in 2012, we discussed a key challenge facing many members today: continued year on year cost reduction. Despite the cuts made across financial services in recent years, over 60% of Operations executives are forced to reduce their budgets further in 2012. But while traditional budget reduction strategies […]