With the holiday shopping season now behind us, your
attention may be turning to the optimization of your manual review processes.
You may want to find out, “how do I do things better or faster?” or “how can I
improve the accuracy of my overall process?” These questions make great
sense—you’ve probably just been through some of the highest volumes you’ll see
for the year. You have full knowledge of what was done successfully – or not -
in your operations, and you have accumulated valuable operational metrics for
analysis. Now is the time to sift
through these details to pinpoint what in your process requires attention. In
my next couple of posts, I will examine a few of the metrics you should look
at, and how to parse the information. Generally,
these metrics relate to the productivity of your review team, the effectiveness
of the tools and processes used in reviewing orders, and feedback on the
quality of the reviews performed. Our manual review teams and their tools stand
to gain the most in improvement when we analyze these aspects of our
operations.
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