Process

Cadence@home

Our flagship work at home solution combines on-site training and development with at-home working for optimum outcomes. Our advisors commence employment with 8 weeks based at our incubator hub at the Halo Centre in Kilmarnock, for training and initial work in an intensely supported environment. Once they feel equipped we transition them to working from home, and we utilise the latest smart technology to effectively manage and support them remotely. All our advisors will then return to our hub periodically for upskilling, engagement and development sessions. We firmly believe this combined approach is optimal for providing the many benefits of working from home, whilst maintaining the support and camaraderie that a bricks & mortar office nurtures.

Performance Management

We believe effective performance management is key to driving quality and maximising productivity. This requires accurate and consistent collection of measurable outcome data, with analysis and feedback in real time to identify coaching opportunities.

We are transparent in our performance objectives and measures which are clearly defined for management and staff, ensuring a fair and robust process. We utilise both quantative and qualitative measures across multiple channels, including both internal and external feedback, with utilisation of Performance Management Information Systems. Analysis of key metrics is undertaken in real time to allow prompt identification and resolution of any areas requiring immediate improvement, as well as forming the basis of longer-term development objectives for our staff.

Data Insight & Analytics

Cadence helps our clients understand the process of cleaning, analysing, interpreting, and visualising data, with the goal of discovering valuable insights and driving smarter business decisions.

Our customer data service liberates your first-party data - making it accessible where and when you need it to transform customer relationships and unleash growth.

We work with a wide range of data consultants to tailor bespoke data plans and profiles for our clients.

Contractual Governance

At Cadence we believe a robust client engagement strategy is crucial to success for all stakeholders. As a minimum we would provide:

Daily touchpoint call with operational leaders providing customer insight.

Action focussed weekly business review with SMART objectives that are documented for action and follow up.

Quarterly review with senior leadership teams to review overall performance.

Six monthly contract review to ensure partnership is aligned and Cadence are adding strategic value.

Continuous Improvement

At Cadence we utilise the DMAIC process as our basis for delivering a client centric continuous improvement programme:

Define - During this phase, we select the most critical and impactful opportunities for improvement.

Measure - The Measure phase is where baselines are drawn to assess the performance of a given process.

Analyse - In this phase our goal is to identify and test the underlying causes of problems, to ensure that improvement is targeted to the correct root cause.

Improve – Once the areas needing addressed are identified, a structured plan of improvements can be implemented.

Control – Once measures have been implemented successfully to improve our operations, the process is brought under control with utilisation of protocols to ensure long-term effectiveness of the interventions.