Transform your back office operations in less than three months

Realize a 20% increase in productivity while enhancing employee engagement and the customer experience.

Operations Excellence

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Improve employee engagement and productivity

Our Operations Excellence program is a structured 10-week certification focused on enhancing employee performance. You will improve employee engagement and operating performance through standardized management practices and training.

Enhance Employee Engagement

Empower individuals to make better decisions and focus on your customers.

Improve Productivity

Elevate employee performance and improve quality to better meet the needs of your customers.

Create Better Leaders

Upgrade management practices and enhance performance insights.

Leverage technology to optimize performance

Our Operations Excellence program is implemented through weekly modules that include capacity and resource planning, performance dashboards, team huddles and coaching and feedback training.


Leverage technology to optimize performance

Our Operations Excellence program is implemented through weekly modules that include capacity and resource planning, performance dashboards, team huddles and coaching and feedback training.

Our program leverages technology to map end-to-end processes and automatically capture the day-to-day activities of your team members. Through advanced analytics we will paint a clear picture of individual, team and corporate performance.


A comprehensive approach

The Operations Excellence Program challenges managers to work closely with their teams, helping them improve relevant production skills and develop a better understanding of workload and available resources.

Sustained improvement of key performance indicators is achieved through the use of weekly planning and staff development. Operational Excellence often leads to:

– improved customer service
– reduced costs
– increased productivity
– better utilization of resources
– enhanced capacity alignment

Most importantly though, our Program leads to stronger communication and shared objectives across the firm, from upper management to front line staff.

Key Components of WFM

The components of workforce management can be broken down into two categories: tools and behaviours.

Having the right tools can make all the difference in achieving your desired outcomes. In WFM, the primary tool is a solid data collection and analysis system.

While WFM practices should not be limited to software, it is important that this tool be able to support all WFM practices being implemented.

Some features to look for include:

  • Seamless data collection
  • In-depth analytics
  • Planning and forecasting features
  • Training tracking

While the adequate tools make for a good foundation, it is important to note that a large part of the results achieved through WFM programs are due to specific  behaviours that are implemented across a firm or department and help create a better workforce.

These behaviours are heavily related to one another and often depend on the data collected by WFM tools.

They include:

  • Daily huddles
  • Team work
  • Cross skilling & training
  • Capacity alignment
  • Planning/ forecasting

Intersted in learning more about Workforce Management?

Our Operations Excellence team shares their Workforce Management expertise in The Burnie Group’s Knowledge Hub

Want to improve employee engagement, productivity and the customer experience?

25+ years of expertise in employee performance improvement

Operations Excellence practice leaders have a combined 25+ years experience in employee performance improvement. Our clients include top 5 Canadian banks, leading insurance companies and pension funds.

Transform your business

We guarantee a dramatic advancement in employee effectiveness and efficiency. Our clients typically realize operational savings of 20% or more. Our Operations Excellence program will transform your business.