WHAT WE DO

We are practitioners not consultants, meaning we are in the business, driving improvements, and managing outcomes as well as consulting.

We assist our partners to manage blended analytics, best demonstrated practices and employee productivity expectations.

We translate volume and labor data, build forward looking forecasts, schedule realignments, and operational reporting.

We train leaders how sustain results.

We are practitioners not consultants, meaning we are in the business, driving improvements, and managing outcomes as well as consulting.

We assist our partners to manage blended analytics, best demonstrated practices and employee productivity expectations.

We translate volume and labor data, build forward looking forecasts, schedule realignments, and operational reporting.

We train leaders how sustain results.

Our labor reporting suites line labor in logical job function grouping. We understand how you want to read your reports and present it custom to your wants. Typical hierarchy for the report is division, department and then job function.

The type and amount of KPI volume for each job function is listed along with labor forecast need, actual used, and target based on demand. The report is meant to quickly highlight job functions that did not perform as expected to ask questions about why. Reports can be daily, weekly, monthly or the length you choose.

Laobr reports are essential to measuring, sustaining, and communicating operational activities. Executive level engagement for root cause analysis has improved exponentially from these reports. Issues that bubble up from questions asked in the reporting allow for quicker resolution. The targets are built from KPI’s and performance metrics by hour. Our reporting is designed to be operational not directional.

We have written numerous forecasting methodologies, with the PSC version being the most robust. What’s unique about this forecasting tool is it looks forward to forecast, using the past as a guide. What’s also unique is our forecasts continue to learn and adapt.

We will build an instance for each KPI that accepts all marketing events, local to country level events such as holidays, and anything else that has a level of empirical effect on your business. As we learn about more events they are added and evaluated into the model.

Within six months your forecasts should be within +-5% 5-6 days a week and +-10% virtually every day. As the model learns it continues to refine itself. Our current clients trust the forecasts and have been rewarded with less overtime, lower labor costs, and better service. This is simple, put your people there when your customers are and operations tend to perform better!

We take the C-Level goals and incorporate Managers, Supervisors and Front Line employees to develop a simplified repeatable process.

The type and amount of KPI volume for each job function is listed along with questions asked in the reporting allow for quicker resolution. The targets are built from KPI’s and performance metrics by hour. Our reporting is designed to be operational not directional.

As operators the number one operational issue we had with HR was not getting candidates in the quantities we needed or in a timely manner. Budgeted or Compendium manpower levels aren’t gracious to changes in business; over and understaffing.

The good news is PSC will deliver reports your HR team will use to have a plan on how many and when to hire new employees. Even better the target manpower levels are based on KPI volumes and performance metrics, not a budget or compendium!

We have seen a cultural improvement in the relationships between HR and operations with these reports. Allowing your operators and HR team to use the same targets based on actual current business, which makes more sense.

WHAT WE DO

Introduction into this section encompassing all the services into a few sentences. Introduction into this section encompassing all the services into a few sentences. Introduction into this section encompassing all the services into a few sentences. Introduction into this section encompassing all the services into a few sentences.

We are practitioners not consultants, meaning we are in the business, driving improvements, and managing outcomes as well as consulting.

We assist our partners to manage blended analytics, best demonstrated practices and employee productivity expectations.

We translate volume and labor data, build forward looking forecasts, schedule realignments, and operational reporting.

We train leaders how sustain results.

Our labor reporting suites line labor in logical job function grouping. We understand how you want to read your reports and present it custom to your wants. Typical hierarchy for the report is division, department and then job function.

The type and amount of KPI volume for each job function is listed along with labor forecast need, actual used, and target based on demand. The report is meant to quickly highlight job functions that did not perform as expected to ask questions about why. Reports can be daily, weekly, monthly or the length you choose.

Laobr reports are essential to measuring, sustaining, and communicating operational activities. Executive level engagement for root cause analysis has improved exponentially from these reports. Issues that bubble up from questions asked in the reporting allow for quicker resolution. The targets are built from KPI’s and performance metrics by hour. Our reporting is designed to be operational not directional.

We have written numerous forecasting methodologies, with the PSC version being the most robust. What’s unique about this forecasting tool is it looks forward to forecast, using the past as a guide. What’s also unique is our forecasts continue to learn and adapt.

We will build an instance for each KPI that accepts all marketing events, local to country level events such as holidays, and anything else that has a level of empirical effect on your business. As we learn about more events they are added and evaluated into the model.

Within six months your forecasts should be within +-5% 5-6 days a week and +-10% virtually every day. As the model learns it continues to refine itself. Our current clients trust the forecasts and have been rewarded with less overtime, lower labor costs, and better service. This is simple, put your people there when your customers are and operations tend to perform better!

We take the C-Level goals and incorporate Managers, Supervisors and Front Line employees to develop a simplified repeatable process.

The type and amount of KPI volume for each job function is listed along with questions asked in the reporting allow for quicker resolution. The targets are built from KPI’s and performance metrics by hour. Our reporting is designed to be operational not directional.

As operators the number one operational issue we had with HR was not getting candidates in the quantities we needed or in a timely manner. Budgeted or Compendium manpower levels aren’t gracious to changes in business; over and understaffing.

The good news is PSC will deliver reports your HR team will use to have a plan on how many and when to hire new employees. Even better the target manpower levels are based on KPI volumes and performance metrics, not a budget or compendium!

We have seen a cultural improvement in the relationships between HR and operations with these reports. Allowing your operators and HR team to use the same targets based on actual current business, which makes more sense.

ABOUT US

Process Service Culture LLC. (PSC) was founded in 2015 by Doug Fitzgerald and Nick Bossing. Our company is fairly new, but what we do isn’t. We perfected our craft over the past decades working for fortune 500 service and entertainment companies as well as a hybrid process and technology company we founded. What we found was is the process is where the most value resides and is the quickest and simplest to implement.

PSC is an international process company focused on labor processes and training, service improvements and pricing. Our focus is integrated resorts, large scale restaurants, and casinos. PSC is grouped with the consulting segment, but the majority of our services are done on the ground in the business; practitioning with operators.

Our process focuses on time motion studies and best demonstrated practices from our combined 50 years in the industry. We understand what it takes to serve guests based on your concept, brand and what we see customers demand. These service standards are then blended into operational scheduling and forecasting tools, and stand operating procedures. You operators will be trained on the tools and process then get to keep the tools! We handle the communication with executive level leaders ensuring one consistent message and focus.

We create labor guidance reports for your HR teams and train them on the process as well. The reports are yours to keep and guide HR on the quantity of employees to hire and when to hire them!

We provide data analytics development, system design, and online scheduling support for most major products. We are technology agnostic and are focused on sharing our process to transform your business.

Nick Bossing

Doug Fitzgerald

CONTACT US

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Nick Bossing In His Own Words:

I have been an operational change agent for service industry for the past two decades. The process partnerships we have created with businesses for operational best demonstrated practices have yielded over $1B in incremental EBITDA. I have built numerous analytical tools for scheduling, reporting, and forecasting. Our operational labor report is something you likely haven’t seen before, but can be in your hands in short order. The best thing about our partnership is we stand up the culture and tools then train you to sustain. Let us show you how quickly and effectively we can generate an immediate return on investment!

PSC is your long-term partner for sustainment strategy and continuous improvement departments. EBITDA impacts are realized through pricing, hours of operation and scheduling management. We accept continuous improvement/Dojo/Kaizen process improvements and translate them into operational forecast generated schedules.

Doug Fitzgerald In His Own Words:

My entire career has been in sales, sales management, training, customer service and marketing. Among my areas of expertise:

  • Consistently meeting and exceeding revenue goals and key objectives throughout a wide variety of industries
  • Leading and managing sales teams from startup to established status
  • Analyzing P&L statements and designing innovative strategies to increase profitability
  • Developing and maintaining strong customer relations
  • Creating, presenting and delivering effective sales presentations and sales training programs
  • Conceptualizing and collaborating on the development of powerful marketing and advertising strategies