Operational Management

Our Operational Management services are the quantitative aspect of our core capabilities. Based on decades of working and managing small to large process operations, commercial and government, warehouses to Information Technology support, the Lunsford Group has experience to support our clients in developing or improving their operations. Whether they are process and/or human resource intensive, we provide our clients with management services based on quantifiable, measurable and documentable metrics associated with business operations, from warehouses to IT field support to customer service and IT helpdesks.

Operational Process Management

Services include:

  • Operational audits and reviews – process observations of processes and system, review of process and training documentation, audit of observations integration with standard and bespoke reporting, surveys, focus groups and interviews of employees, stakeholders, management and supporting departments
  • Quality analytics and assurance planning
  • Outcomes and performance measures and analysis
  • Reporting and analytical modeling development – SLA/Metrics/Benchmark/KPI/KPP
  • Business process reengineering
    • Business and functional definition and resource requirements
    • Business processes and improvement area identification and recommendations
  • Operational system and business workflow requirements mapping; assist agile developers increase velocity
  • End user requirements capture and assurance
  • Functional and operational specifications and requirements for automation programming and process/task development
  • Functional areas of expertise:
    • Contact/Call Centers – Helpdesks, Customer Service and Sales
    • IT organizations – field support, system development
    • Logistics/Asset Management