IMPROVE MANAGEMENT REPORTING in both quality and effectiveness of information capture and presentation
Project Focus
- Daily Newspaper’s Information Systems team and internal clients in Advertising, Finance, Circulation and Production
- Design and implement a formal process in the IS department for responding to requests from report users
- Improve report quality, timeliness, and usability
- Improve customer service and communications overall
Client Gains: Financial and Operating Benefits
- 50 new reports to improve management’s ability to manage revenue and control costs
- 100% quality assurance of all requests prior to completion
- 100% involvement of report requester and programmer in design consult
- Consolidation of reports by 40%, through a user committee’s creation of multi-source and multi-department reports
- Fully functional gatekeeper position provides ongoing customer service to users throughout the company
- 100% satisfaction customer service rating from system’s users
Key Changes that Supported Client Goals
- Developed a standardized process for requesting reports
- Introduced a new “gatekeeper” role to function as a customer service representative linking the programming group with the user groups
- Developed requirements and procedures for quality assurance and testing on all requested reports prior to completion and handoff to user
- Implemented performance standards to support the integrity of the new processes and procedures
- Developed and implemented a tracking log to provide users with regular priority and status updates on submitted reporting requests
- Designed and initiated a user committee to function as a global priority setting group
