Workforce Reporting and Analysis

What do my people do all day? Unfortunately, operational executives ask themselves this question daily as they struggle to understand how to make fact-based decisions to improve productivity and reduce costs.

OC’s Workforce Reporting and Analysis (WRA) solution provides the answer.  WRA monitors and analyzes all user activity to provide operational executives the visibility into the true productivity of each employee and team.  This includes productivity by transaction type and can include rework or errors created.  High and Low Performers can be identified and provided consistent, evidence based performance feedback.  In addition, visibility is provided into how the work is done, providing process and application flows and documented best practices.   This gives organizations the information necessary to maintain HR and Service Level compliance, improve productivity and processes, target training, and reduce desktops.

WRA provides real time empirical metrics by employee or teams of employees to:

• Improve Employee Productivity and Performance
• Improve Compliance and Process Adherence
• Identify Best Practices Which Improves Process Proficiency and Training
• Identify Performance and Productivity by Type of Worker (in-house, at-home, outsourced) and Type of Process

Comprehend helps healthcare insurance organizations improve productivity by identifying people related process problems that can be improved through changes in policies, modifications in best practices, or automation. - International Data Corporation (IDC). May 2009

A New Level of Understanding

WRA can be used to understand everything from detailed individual work processes, all the way to understanding complex multi-organizational processes. WRA captures work as it crosses business systems, applications, and desktops to provide a view of work as it occurs, where it occurs.

WRA provides additional value to customers including:

• Reduced Penalties and Interest
• Reduced Errors and Adjustments
• Work Time and Idle Time variances to schedule
• High and Low Performer identification
• Monitoring and reporting on SLA compliance

With WRA you now have visibility to know exactly what work is being done, how it is actually being done, and the quantitative measures required to improve workforce productivity.