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Or Opertions Conslting Tem cn improve yor cstomerservice effectiveness

Operations Consulting is a team o retail and nancial industryconsultants that specializes in store and branch operations improvement.We identiy and determine the types and mix o services that will meetdemand, optimize work processes and introduce new service channelsor our customers.

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Your customers expect to be served quickly and eciently. Ourconsultants measure customer service in stores and banks using theappropriate data and inormation. Project recommendations includethe innovative use o technology, work process improvement andmanagement policies and procedures.

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Your customers use dierent service channels or their individualneeds. These channels include dedicated associates or sel-servicechannels in both the physical and virtual environments. Ourconsultants benchmark current services and provide actionablerecommendations and migration strategies to align services toconsumer expectations.

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Our consultants measure and assess work processes and tasks thatsupport customer services in banks and stores. They identiy changesin work processes and administrative procedures to reduce cost andimprove task perormance and service quality.

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Meeting ergonomic and accessibility requirements in transaction-based services is the oundation or sae work environments. Oursolution design experience and in-depth knowledge is integratedinto project recommendations or both physical and virtualtransaction-based tasks and supporting work processes.

NCR Customer Experience Consulting ServiceExperience a new world o interaction

NCR Cstomer Experience Conslting ServicesOpertions Conslting

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Looking to improve customer service channelsand optimize costs in store and branch operations?

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NCR continually improves products as new technologies and components become available. NCR, thereore, reserves the right to change specications without prior notice.

All eatures, unctions and operations described herein may not be marketed by NCR in all parts o the world. Consult your NCR representative or NCR oce or the latest inormation.

All brand and product names appearing in this document are trademarks, registered trademarks, or service marks o their respective holders.

2009 NCR Corporation Patents Pending EB5791-1009 www.ncr.com

Key Fetres

Globalexperienceassistingretailstoresand

branch banks in improving operations and the

customers experience

Multidisciplinaryconsultantteamswithcredentials

that include retail and bank industry experience,in-depth knowledge o human actors engineering,

and appropriate proessional training and

certication

Custommeasurementandassessmenttoolsare

used by consultants or physical and virtual

work site evaluations.

Engagementsaddressclientneedswithinthe

available resources and time constraints.

NCR Customer Experience Consulting Service

Experience a new world o interaction

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Managers requently use multiple reporting systems to monitor

activities in stores and banks. Inormation rom these systems

requently produces conficting results, and the impact becomes

evident during operations assessments. Our team mines these

dierent inormation sources and interprets the results,

translating them into actionable recommendations.

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The NCR Customer Experience Consulting Services team includes

proessionals in human actors, cognitive engineering, user interace

design, psychology and industrial engineering. Using proven methods,

tools and techniques, NCR Customer Experience Consultanting

Services Team members have helped 100s o customers worldwide

obtain measurable results with store, process and technology

innovation.

WORK MEaSuREMENT

Video based time and motion analysis

Expert observationsTask analysis

ProcEssImProvEmEnt

Queue analysis

Physical and cognitive task analysis

Workfow analysis

sErvIcEcaPacIty

Technology rightsizing

Transaction perormance models

Labor scheduling models

roIanDInvEstmEntbusInEssImPactmoDEls

Operations models

Activity based ROI models

DatamInIng

T-log activity reports

Technology perormance reports

Labor schedule reports

DataIntEgratIonanDIntErPrEtatIon

Customer and associate surveys

Operations work models

Management report models

DEsIgnsErvIcEs

Store/branch service

Service specication and workstation locations

Whncr?With over 40 years of global experience

and knowledge, 13,000 consultants

and technical support experts and a

network of customer care centers,

NCR provides best-in-class services

across multiple industries. We help

our clients around the world improve

their customer interactions, implementchange quickly and proactively, and

transform their businesses to become

leaders and change agents. We can

help you, too.