As the name suggests, many businesses tend to minimize attention to the "back office" operations. Rarely a differentiating or exciting aspect of a business, a solid infrastructure is key to efficiency and customer service; it does impact the bottom line. For many businesses, the back office seems out of step with the front office. At XBC, when we review infrastructure activities, we identify ways to streamline the operations component and to promote better integration with other "production" departments. This makes for a smoother workflow, more harmonious inter-departmental relations, and typically increases your total quality, as your customers perceive it.
We have a number of consultants who have run the "back office" for large and medium organizations. They understand the natural sources of friction between the "sales stars" and the "paper pushers." They have been effective in building teamwork and a shared appreciation of each "office" and can do the same for your business.