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Sector:


Contact help centre for major multinational

Background

  • Both operators and supervisors
  • Highly technical advisor positions

Problem

  • Difficult to achieve suitable skills availability
  • Training not carried out
  • Unpopular shift patterns
  • Unsocial hours when not real requirement
  • Difficult to get absence cover as voluntary overtime

Outcome

  • Assessed the real need for skill presence
  • Matched demand through annual hours scheme
  • Worked with group to determine better shift pattern including longer shifts at weekends to give more leisure time as fewer needed
  • Training delivered in non work time



Rosette
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"The gains not only drew in our costs but substantially improved our flexibility to respond in a fiercely competitive market"

Managing Director, Dawson International Subsidiary Company

Blue Bar

"Our Plan 2000 was designed to position Guinness in Dublin as a world class operation. Annual Hours was a central plank of our overall strategy, and Pasfield Curran consultants were able to assist us with their expertise in this area, allied to a wide knowledge and experience of the overall organisational factors involved in a major change programme"

Matthew Murphy, General Manager, Guinness

Blue Bar

“With the help of Pasfield Curran we now have a truly flexible workforce which genuinely reacts to daily workload fluctuations to meet customer needs. We now achieve 99.9% service level everyday at no extra cost”

Michelle Cook, Operations Manager, Boots the Chemist

Blue Bar

“Operating in an international market where customers must be satisfied immediately otherwise competition will step in, means we must constantly search for new ways of working. Matching workstyle with lifestyle is the key to success. In partnership with our staff and help from Pasfield Curran we moved from 5 days a week to 7 day working”

Kevin Riddett, Operations Manager, Motorola

Blue Bar

“Prior to the project we thought we were quite good communicators but the work we did with Pasfield Curran led us to a higher plane”

Tony McGrath, General Manager, Rhodia

Blue Bar