"Yes, we like to keep the teams busy with something fun and cometitive" the area supervisor proudly informed me, as she explained why the teams were beavering away with paper, tape and coloured pencils.

The situation: A department in high-street financial institution experiences surges in demand for a particular service at certain key times of the day, week and month. This leaves lots of staff under-utilised for the majority of the working week.

The approach: Work with a client action team to identify patterns of demand and challenge the current methods of working to deliver surge capacity when it's needed.

The impact: Analysis showed the team could cope with peaks of 400% of base need, without extra resource. Applying set-up time reduction technique pioneered in the car industry and capacity analyis effectively doubled the team's capacity, allowing half the team to be reallocated to a crucial new project.

Are you struggling to control costs, whilst meeting customer expectations on service and response? We may be able to help you. To see if our service would be suitable for you, call us.