Major Metro Advertising Operations

IMPROVE QUALITY, SERVICE AND EFFICIENCY by changing how and when ads are ordered and processed resulting in a high performance management model and culture that drive continuous improvement

Project Focus

To design and implement a new operational model which includes ad operations, pre-press, sales, marketing, interactive media and supplements departments.  A team was formed to develop and implement new service, quality and performance standards, and redesigned workflows, processes and reporting.

Financial Benefits

• Increased revenue by reducing credits and adjustments due to ad errors and by increasing service in the pre-press processes: overnight turnaround of proofs, quicker spec ad turnaround, better control of ad flow process from order entry to the plate/press
• Decrease costs by increasing productivity (ads per hour worked) and quality (reduced make goods)
• 10% decreased labor

Key Changes and Operational Benefits

• 100% centralization of order entry
• 95% next day turn around on production work
• >200% increase in ads per hour
• Implemented performance metrics, moving organization from subjective to objective decision making
• Increased internal customer satisfaction due to faster turn around time
• Improved quality and accuracy of order entry resulting from shared knowledge and broadened skills among work groups
• Increased compliance to use of Ad Desk for submission of electronic materials
• Redesigned ad flow for increased control, compliance to ad tracking, turnaround vs. deadline standards
• Implemented order and materials quality assurance at key points in flow
• Implemented new management responsibilities including work assignment and quality assurance
• Adjusted schedules to better support ad submission and production requirements

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