CityLink Melbourne experienced the typical problems found in a processing environment where business processes were not documented and therefore unable to be transferred consistently across all staff. With much skills training being based on expertise handed down from more experienced staff, what quickly evolved was divergence between the experts and management on correct business practice. This is not uncommon but highlighted a need to establish documentation that could meet the following criteria:
- Readily accessible at point of customer contact
- Simple to use
- Able to keep pace with changing business practices
- Able to support a training regime to build process competencies
The livepro® product fulfilled these criteria and allowed the business to move process knowledge out of the hands of a range of “experts” and into a constantly accessible format whereby all staff could reference the same material, which was endorsed by management.
livepro® has also provided additional features of usage monitoring at a micro level, which is a valuable tool in performance management and skills gap analysis. While it is still too early to determine an ROI on this tool, it is expected to achieve payback on its investment within 12 months.
The savings are derived from the improvement in process information and general business knowledge at the fingertips of staff, which avoids the need to seek expert assistance during a customer call. This minimises staff distractions and builds staff confidence to manage any situation.
Equally important is the longer term foundation the tool provides for process improvements and evaluating the training needs of staff. By providing timely training feedback on system usage and access to work instructions, it is now possible to tailor training around individual needs and monitor performance improvements.
As a strong advocate of performance management practices, I can highly recommend livepro® as a key tool to building staff competency in a large scale processing environment and to facilitating customers receive consistent quality information on their issues.
Kevin Blackman
Manager, Customer Service
Transurban CityLink Melbourne Limited
