Optimizers look for opportunities, even as resources become more constrained. Rather than asking, “How can we reduce costs?” optimizers attack a business challenge by taking a long, hard look at each step of an operation and asking, “What is the best way of doing this? How can we add value by getting more from the assets that are available to us?” In other words, “How can we optimize?” Instead of looking to “take away” or impose limits, optimizers look for ways to open up infinite opportunities.
An excellent example of how this shift in mind-set works can be found in a company’s call center. When it comes to customer-service calls, the command from management is typically, “Cut call-center costs.” But an optimizer, looking at call-center operations, would suggest a very different mandate. To a quant, the objective becomes, “Optimize the way that customer-service calls are handled.”