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LTI’s operations consulting focuses on improving key customer service and support financial, operational, and customer care metrics. We accomplish this by applying the same combination of solid best practice understanding and deep, real-world experience to your operation as we do to our own managed service solutions.
Pre-Engagement Assessments
- Benchmark
- Operations
- Knowledge Management Readiness
- Sourcing Readiness
- Leveraged@Home™
Process Design and Improvement
Distributed Workforce Integration
- Design/Implementation
- Leveraged@Home™
Organization Consolidation
- Planning
- Execution
Sourcing Strategy Implementation
- RFP Creation and Process Management
- Vendor Screen and Response Review
- Contract Alignment,
- Transition Requirements and Planning
Implementation and Integration
- Tools (telephony, knowledge management, CRM)
- Process
- Staff (on-site and/or remote)
- Customized
- Classroom
IT Service Management
- ITIL® Implementation
- Service Level Management
- Incident, Problem Management
- Knowledge Management
Metric Design and Reporting
- Metrics Gap Analysis
(Business vs. Operations)
- Balanced Scorecards
- Management Dashboards
Performance Measurement
- Internal and External Benchmarking
- Continuous Improvement Programs
- MegaMetrics
Business Continuity Planning
Talent Augmentation
- Temporary managers, supervisors, analysts
- On-site or at-home
Customer Satisfaction
- Surveys
- Focus Groups
For additional information or to hear more about our expertise, please contact us.