Culture
Open Book Management
Open Book Management (OBM) is a management philosophy that gets employees to think and act like business owners, and has helped thousands of organisations dramatically improve not only their financial performance, but their corporate cultures as well. OBM fosters extraordinary business results, engages employees and rewards achievement.
Visit http://www.greatgame.com/ for more information on open book management.
How does Stellar use OBM?
Through OBM, all Stellar employees - from agents to CEO - know exactly what they contribute, what they cost the company and how they depend on one another to be successful.
Our people understand the dynamics of the business they operate in and in turn understand how they contribute to the success of your business. A critical success factor of OBM is the assessment of decisions and how they impact on our key stakeholders: Our Clients, Our Shareholders, Our Client's Customers and Our Employees.
At the 2006 National Gathering of Games, hosted by the Great Game of Business, Stellar was awarded the All Star Award for International Open-Book Excellence. The All Star Award proves our credentials against international companies who also employ Open Book Management to deliver outstanding results.
How will OBM benefit my business?
With up to 70% of call centre costs attributed to labour, an outsource partner who delivers the best people and manages them effectively is the one that will deliver cost savings and optimal customer service. Stellar's internationally recognised OBM culture does just that.
Our investment in people is an investment in the success of your business: protecting your brand, increasing customer satisfaction and sales and minimising costs.
A number of benefits are delivered via OBM. These include:
- Major focus on continuous improvement to deliver cost effective and customer-focussed outcomes for your business
- Employees are awarded incentives based on our P&L results and your KPI achievement. This effectively drives their involvement, understanding and sense of ownership in the wider business
- A strong commitment to partnership and open communication
- Transparent pricing: you clearly understand our financial drivers and how your service is priced
- 'Gainshare': an arrangement were we both share the benefits of improvements and cost reductions
- A team who are motivated and focused on business success for you and for Stellar
- All staff play an active role in how the business operates and evolves ensuring 'frontline' knowledge, feedback and insights are used to continually improve your service
The ultimate goal of OBM is to produce engaged employees, because engaged employees are motivated, informed and excited about coming to work, and they know how and why their job affects the company's bottom line and their individual role in the company.
