IMPROVE SERVICE QUALITY AND PRODUCTIVITY LEVELS related to Sales and Advertiser Support, Pre-Press, Ad Production and Spec Ad design to reduce labor costs and adjustments to revenue while increasing Customer Satisfaction
Project Focus
Conducted an operational assessment, designed and implemented the recommendations for a “customer focused” Sales and Production Organization. Reorganized and streamlined workflows to increase service, quality and operational performance while reducing costs.
Financial Benefits
- 11% reduction in adjustments
- 8% reduction in rerun costs
- 1% increased advertising revenue
- 5% reduction in labor costs associated with revisions
- 5% reduction in labor associated with revisions
- 98% overnight proof turnaround
Key Changes and Operational Benefits
- Developed Advertising mission statements and standards for quality and service
- Implemented a redesigned organization structure, consolidating functions and departments
- Implemented a “control point” ad tracking system
- Implemented staffing and scheduling based on objective measurements
- Implemented a consolidated tearsheet fulfillment center
- Implemented same day response to all advertiser requests
- Redesigned compensation packages for the new organization structure
- Implemented key indicator reporting and daily performance review meetings
- Developed Customer/Sales Executive training materials/program re: production specifications, terminology and color
“… Alliant was the only organization I worked with that took the time to understand our organization, knew how to bring value without spending a fortune, and delivered more than pricey white paper – they stayed to implement their concepts. However, the most important feature of Alliant’s work is in the measured performances they deliver. Visualize being on the client’s premises, implementing the idea you just sold them as “the solution” and having the faith that the measurements achieved will deliver the results you just promised.”
Advertising Sales & Operations Executive - News Media Ad Sales
