With limited performance data and older legacy systems, individual performance tracking in back office operations is often incomplete and inaccurate. On top of this, back office operations face challenges in meeting performance goals as a result of:

• Limited understanding of unit costs and the means to make improvements
• Little to no integration of data across multiple legacy systems
• Performance goals which do not reflect factors such as work complexity and employee tenure.
• Manual entry and tracking in multiple systems resulting in entry errors and duplicated work
• Too much time spent gathering data, rather than analyzing performance and developing employees
• Manual consolidation of data, resulting in untimely and often inaccurate information
  
  

Merced Back Office performance management has emerged as a set of standard management tools and practices to help operations track performance accurately while establishing clear individual- and team-level goals. Designed to support back office operations responsible for hundreds of tasks and dozens of data sources, Merced ensures management is equipped with accurate data to take action.

Merced Systems’ Sales and Service Performance Management solutions help transform back office operations by consolidating data from legacy systems and providing every employee with a personalized view into their own performance - from front line professionals to executive management. . Management metrics are presented in a meaningful way, through personalized goals, reports and dashboards.

Merced Systems’ solutions allow supervisors to more effectively and efficiently develop their individual employees, using a fully configurable balanced approach, taking into consideration performance drivers such as productivity, quality, errors and financial impact. By automating employee development activities, such as performance feedback sessions, coaching sessions, performance reviews and employee recognition, management can spend their time in these complex areas improving performance rather than compiling results.

Feature

• Analytical applications with pre-built data models, metrics and reports for back-office operations
• Frontline performance management with personalized dashboards and reports for every employee in the operation
• Frontline performance management with advanced coaching
• Incentive compensation management for pay-for-performance programs
  
  

Benefit

• Rapid uncovering of improvement opportunities and determination of appropriate resolution
• Long term performance improvement through self correction
• Improved employee coaching and development activities
• Ability to align individual goals with strategic objectives through cash and non-cash rewards