Overview
Our client’s is a leading provider of record management services, specializing in storing, organizing, and protecting physical documents for various industries. With multiple branches and a significant number of team members working across various functions, such as the Record Center, Destruction, and Conversion Services. The leadership recognized the need to ensure the health and safety of its record center operations.
The Challenge
The company faced several hurdles that impeded its facility operations. Work orders often remained in a pending state for extended periods, causing delays and potential compliance and security risks. The lack of visibility into workload balancing, coupled with suboptimal workforce planning, resulted in inefficiencies and increased labor costs. Moreover, addressing transportation coordination and tracking items in staging for extended periods were additional areas that required attention by the management.
Our Approach
To address the challenges and improve overall occupational health, a multi-faceted solution was devised. The team of subject-matter experts examined the available data assets in order to identify operational gaps and potential improvements. For the analysis, the following datasets were deemed crucial by the expert panel:
- Work Orders
- Labor Hours
- Record Center Team Members, and
- Estimated hours for various tasks
Data analysts deal with understanding the scope of the problem by identifying trends, patterns, and bottlenecks in the record center operations. The data engineering team worked closely with the data analysts to analyze the data sets comprehensively. They developed algorithms and models to calculate key performance indicators (KPIs) that would provide real-time insights into the operations of the record center. Several KPIs were selected based on their relevance to the company’s objectives. These included:
Team Member’s Productivity KPIs
- Destruction
- Boxes and Files On-boarding
- Vault Incoming / Outgoing
- Actual Completed Work Orders vs. Remaining Work Orders
Labor Management
- Standard Optimal Staff vs. Current Headcount
- Optimal Monthly Hours as Current Hours
- Required Staff and Required hours
Inventory Health
- Numbers of File Not Found Last Month
- Numbers of Boxes Not Found Last Month
- Numbers of Boxes for Pending Destruction
- Numbers of Boxes for Pending Permout
- Number of Boxes In Staging > 72 Hours
- Total Boxes In Staging
- Files In Staging > 72 Hours
- Total Files In Staging
Facility Health
- Items Over Capacity
- Total Capacity
- Available Capacity
- Storage Code Mismatch
- Out Status Boxes >12 Month
- Boxes in Bad Locations
- Closed/Won Pending OnBoard
Transportation
- Transportation Actual Hours
- Transportation Planned Hours
- Cost Per Stop
With the help of these KPIs, the data team successfully generated real-time insights into the performance of the record center. The results obtained from the analysis can be accessed quickly, allowing the organization to make informed decisions promptly.
Moreover, the reliability of the results generated by the data team had the utmost importance. To ensure accuracy, the data engineering team rigorously validated the algorithms and models used in calculating the KPIs. By cross-referencing the data against known benchmarks and conducting thorough testing, the team ensured the reliability and trustworthiness of the insights provided.
Outcomes
The implementation of the integrated workforce optimization and facility management solution yielded significant results. The outcomes achieved include:
- Staffing Utilization
By accurately tracking work orders and estimating required hours, the company optimized purposefully employee scheduling to serve nearby branches under the light of work orders workload. This not only saved labor costs but also prevented the need for on-boarding new workers.
- Significant Efficiency Improvement through Work Orders Completion
The leadership experienced a substantial increase in work order completion rates, allowing them to handle a greater volume of tasks within the same time frame. This improved efficiency translated into enhanced customer satisfaction and reduced turnaround times.
- Enhanced Compliance and Security
The visibility provided by the implemented solution significantly reduced the number of missing files and improved overall record center security and compliance. The company successfully mitigated compliance risks, ensuring the integrity and confidentiality of the documents it managed.
Next Steps
Based on the positive outcomes achieved, the leadership aims to integrate advanced technologies such as RFID tracking systems and workforce automation tools. These technological advancements will enable real-time tracking, faster inventory management, and improved overall record center performance.