Small Market Daily Newspaper Advertising Sales and Production - Alliant Consulting

INCREASE AD THROUGHPUT, QUALITY AND SERVICE while reducing ad errors and Advertiser adjustments to revenue

Project Focus

Designed and implemented a reorganized Advertising Sales and Production Organization
Improve customer service, quality, operating effectiveness and increase advertising revenue
Through decreased revenue adjustments

Financial Benefits

41% reduction in number of credit adjustments
14% reduction in dollars per credit adjustment
74% reduction in proof turnaround time
10% to 15% increase in time for Sales Representatives to sell
50% improvement in settlement of customer complaints and credit adjustments
72% reduction in ad processing forms

Key Changes and Operational Benefits

Developed Customer Service standards for improved quality and service
Implemented a redesigned organization structure, consolidating functions and departments
Implemented a Control Point Team – eliminating multiple entry points into production
Implemented an ad tracking process to locate, track and status ads
Implemented staffing and scheduling based on objective measurements
Implemented key indicator reporting and daily performance review meetings
Implemented a cross departmental SWAT team that focused on operating barriers
Implemented and trained Sales Representatives on correct ad layout processes and procedures

Testimonials

"I also wanted to say thank you again. In case CJ didn't tell you I was promoted to Project Manager on Catalyst. And I have you, Linda, Rick, and Sherwin to thank for this. You all assisted me in seeing areas of improvement that I needed to focus on so I thank you all for that. I have grown and changed so much in the last year and you all at Alliant are to thank for this improvement in my life! So hats off to all of you."

Project Team Member - National Healthcare Provider

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