OZION SERVICES

Change Management Assistance

Eva software requires little or almost no training: it is extremely simple and its ergonomics are familiar to those who already use a personal smartphone. Change Management supports a new, more stimulating and efficient way of working for agents, managers and clients.

 

1. Start with the change management for the agents and the site manager (s)

Change management is useful when you are deploying a new site or want to familiarize your agents with a new tool that requires a new, simpler, more rewarding way of working.

2. CHANGE FRAMEWORK

Change management allows the management of the customer and the provider the advantages of the controlling of their activity in real time.

Key Questions: Are agents punctual and present as planned? What percentage of the rounds are made? What percentage of incident reports are reported, complete and comply with the procedure? Have improvement plans been implemented as planned? Are the results there? If not why ?

3. THE RIGHT LEVERS TO RESTORE QUALITY AND THEN CONTINUALLY IMPROVE IT

Constantly adjust service performance as soon as a discrepancy or risk of deviation appears.

Agent punctuality is important, but there may be peaks of the tasks that do not coincide with the times when there are the most agents available.

Many incidents occur in the same area of a site: examining what such instances share in common would help to understand why and prevent future instances. The analysis of reliable data reported by Eva allows management to hypothesize, observe the result and act accordingly with an adjustments needed.

Agent rounds are performed regularly in a reliable manner, performed according to schedule and information on anomalies are reported. However, experience shows that management didn't acquire enought detail to challenge field teams nor fully understand what happened, simply because procedure wasn't followed. Eva stores all data which empowers management and supervisors to take informed decisions.

4. A VIRTUOUS LOOP

Moving from reactivity to anticipation.

Management is able to set real and reasonable annual progress targets. This notion of steering, progress and responsibility is at the heart a team's motivation/

When the director of security can show that they manage performance activity in a controlled manner this can be communicated through all levels.

5. IMPORTANCE OF CONDUCTING CHANGE

Change management provides the benefits of proactive safety management

  • Motivate agents to obtain the data to gain full visibility and perform continuous decisions to guarantee the achievement of contractual quality
  • Obtain quality and accurate data needed to take informed decisions.
  • Be able to compare, at any moment in time, the current performance versus the contractual requirements/commitments.
  • Visualize the data an indicators
  • Have the ability to challenge agents with backup intelligence/information.
  • The ability to predict zonal incidents and minimize future risk.
  • Show your control of the entire reporting, monitoring and analysis of your proposed service.

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