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
"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
