Agile in the KPO (Knowledge Processing Operation) world
summary
A wholesale Finance & Accounting KPO moves a 600‑person team from siloed, paper-heavy work to cross‑functional circles (an automation circle, operation circle, support circle) by running a face‑to‑face co‑working week with ~30 experts from three countries, then keeping weekly huddles, retros and OKRs. Tools: Mirrorboard, Microsoft Teams Planner, RPA bots. Results: automation rate and NPS climb, bots stabilize, clearer KPIs (team energy, availability, productivity), reduced handoffs and more self‑organizing teams.
AI-written summary · about
chapters (6)
- 0:00Start
- 4:59THE BSC VISION: ONE FLUID GLOBAL TEAM
- 7:41Transformation in the making
- 14:55COLLABORATIVE WORKING CIRCLES ENABLED BY AP2
- 28:09AP2 - COUNTRY SNAPSHOT
- 32:28AP2 - UPDATE to Sponsor
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