Real estate tech leader grew staff span 2.5x via role - customer satisfaction alignment
13 May 2020
1 min read
Improve span of employees and raise employee productivity
Context
- Client description: A leading real estate tech player wanted to improve time allocation and productivity of various levels of ground ops across different activities – current vs. possible span of roles
- Opportunity:Engagement involved the development of a comprehensive framework to analyze employee productivity and to redefine the job roles to directly correlate with internal and external measures of customer satisfaction. . The mandate was to closely align employee roles and responsibilities with organizational growth initiatives. Client aimed to use the framework for long-term tracking of various realization metrics on a continuous basis
Our Approach
- Detailed deep-dives with the client’s central team and ground ops personnel to understand process workflows, map daily activities and understand the average time spent by them on different activities – differences from the outlined path and implications
- Established 5 levers across various operational heads to reach the maximum effective span without compromising customer 'wow'
- Detailed ground operations employee survey ran within the organization across performance levels - high, medium and low performers to understand their time distribution across different activities
- Assessed SOPs and current organizational structures: identified inefficiencies to ensure optimal allocation of resources
- Understood current use of technology by employees and areas of friction – recommended tech interventions in various areas for higher productivity