CEO's React...

During downturns, back-office support departments like HR, Legal, Admin etc. are obvious targets for downsizing. This short-term reaction almost never addresses the root cause however.

 
At first glance, it might seem to be the fiscally responsible action to execute however it might be prudent to consider a deeper dive into the operations to understand how work is distributed, who does what, what the activities are and how often those activities occur and when do they occur.

The root-cause and related answers will then become obvious. In most cases, arbitrary downsizing is NOT the answer. In fact there may even be justification to invest in other areas to optimize for longer-term efficiency and effectiveness.

With over 80 operational efficiency audits completed, Tele-Centre Assist Inc. (TCA) has proven over and over that taking simple steps to reduce unnecessary back-office activities led to significant savings. On average, 75% of the total savings came from substantive changes in the workflow and who does what while enhancing the support areas by redesigning them or restructuring how or where they were done. Integrated performance metrics is an important example that is almost always missing from the mix.

Eric Young
President
Tele-Centre Assist Inc.
www.telecentreassist.com