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| People-Driven Continuous Improvement |
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| People-Driven Continuous Improvement |
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Motif’s competitive differentiators – our world class talent management practices and flexible client partnerships – support a unique people-driven continuous improvement philosophy:
- Develop and incentivize the frontline to innovate. Too many service providers treat frontline staff as a plentiful resource and a simple input to a “machine”. Motif believes that our frontline agents are a key source of innovation and quality improvement. Our approach to managing the frontline motivates and teaches agents not only to perform well in their day-to-day jobs, but to also develop innovations that improve quality, productivity, or both.
- Pair frontline agents with software developers. Often, our biggest performance improvements are achieved by pairing a frontline agent who has an idea with a software developer who can bring the idea to life. Our agents have ready access to our in-house software development team, which speeds the “time to market” for new ideas and ensures that no good idea is missed.
- Relentlessly analyze performance. We are a deeply metrics-driven organization and our QA processes reflect this. We use real-time QA and coaching to ensure that performance is top of mind at all times. When we analyze performance, we are not just looking for “issues” – we are also pro-actively looking for opportunities to improve performance. Furthermore, it’s not just our QA representatives that analyze performance – it is our entire organization, including our supervisors, team leads, and even our front-line agents.
- Create an open, transparent environment. We encourage all employees to voice their ideas and points of view. We consider all ideas shared by all employees. Transparent, universal access to key performance indicates and data across all levels of the organization creates accountability as well as a sense of pride and internal competition.
- Closely collaborate with clients. We work very collaboratively with our clients, openly sharing our ideas for improvement and brainstorming new ways to approach challenges. As a result of our approach, our clients enjoy partnering with us to explore new ideas for pushing the outsourcing frontier.
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| Our people-driven continuous improvement philosophy enables our clients to realize ongoing benefits from working with Motif, not just one-time cost savings. |
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Copyright © 2009
Motif, Inc. |
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