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
