Operational and Service Excellence

Turning operations into a competitive advantage

Ergo’s experts in performance excellence have helped turn organizations into well-oiled machines for over 30 years. We improve and optimize:

  • organizational structure, occupation and task definition
  • work processes, interfaces and information systems.
  • work procedures
  • workforce prediction and standardize
  • performance metrics and KPI’s
  • OPEX- operational excellence including service levels.
  • IT requirements, technology, RPA, Digitalization and Cyber.
  • managerial tools and implement strategy using OKR or Balanced score card.
  • workstations, tools, products and layouts incorporating Ergonomics.

Our clients benefit from “lean” and effective operational systems and supply chains with clear advantages over competitors. Our team includes highly experienced experts in industrial engineering, business administration, economics, and human factors engineering (ergonomics), all with the same goal: making your organization efficient and unique.

SIGNIFICANT IMPROVEMENTS ARE ACHIEVED BY THROUGH A COMBINATION OF:
– Market-leading solutions
– Business performance management
– Customer experience, feedback management, and customer satisfaction
– Optimization
– Balancing organizational constraints (culture, human capital, budget, etc.)
– Benchmarking in Israel and abroad

Presentation – OPEX & OmniChannel in a leading Insurance group

Our Experts

Dr. Nachum Fossfeld
Founding partner and director at Ergo

Nachum has over 25 years experience consulting for organizations and companies on integrative projects designed to improve managerial and operational effectiveness. Such projects are characterized by complex change processes and integrate aspects of organizational consulting and development, organization and methods, knowledge management, implementation, and human factors engineering ergonomics.

Shuli Ozeri BSc
CEO

with over 13 years experience consulting for organizations and companies in various sectors. Shuli specializes in service and operations, leading organization-wide service policy implementation projects, creating and improving service and sales divisions, improving business effectiveness based on customer feedback, organizational structure, work processes and interfaces, task definition, information systems analysis, etc.

Osnat Bar Noy MBA
Partner-director and Senior consultant

Osnat has over 12 years experience consulting for large commercial organizations, specializing in organizational analysis, work processes and interfaces, organizational structure, task definitions, definition of functional requirements for operational systems, operations and service performance management.

Sample Projects

Customer contact overview, consolidation of call centers, back-front consolidation

Defining multi-channel service policy



Operational information enhancement on website

Benchmarking + Optimization of Manpower and Costing of products

Mailings work processes improvement

Signage and wayfinding in hospitals

Strategic Prediction model of required Manpower in the Israel including Benchmarking of health KPi’s worldwide .ERGO allso create the system "Call Habriut", for checking Medical entitlements and comparing the HMO health insurance, for all the citizens of Israel

Our Services
  • Service policy (queuing correlated to customer SLA)
  • Customer relationship management (CRM)
  • Contact center
  • Omnichannel and multichannel event driven support (BOT)
  • Knowledge management
  • Operational Strategy including optimization of Supply chain and Logistics
  • Business process Transformation, RPA, Digitalization, Cyber and Remote Hybrid workplace design
  • Organizational analysis and Re-engineering in large organizations
  • Task definition including performance-oriented Occupational analysis
  • Prediction of manpower and Standardization according to required Service levels
  • Benchmarking
  • Costing
  • Optimization of workstations, tools, products and layouts
  • Procedures
  • Strategy Implementation using OKR and Balanced Score Card
  • Industrial engineers
  • Survey researchers and analysts
  • Analysts
  • Ergonomic design of workstations and systems
  • Design and improvement of work environment at the office and in industry
  • Manual handling (loads, epidemiology)
  • Design and improvement of human-computer interfaces
  • Ergonomic training
  • Human factors engineering applications in transportation, health services, and work safety
  • Human factors engineering applications in signage and wayfinding
  • Risk management in health systems
  • Applied research in effectiveness assessment
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