DESIGN AND LEAD AN OPERATIONAL ASSESSMENT of the capital planning and construction design and project management functions in an organization with ~$160 million of new construction and remodeling projects spanning facilities throughout a metropolitan city. PROJECT FOCUS Map and analyze capital planning and construction design/management work processes, metrics and reporting, organization structure, staffing and policies […]
A RECENT OPERATIONAL AUDIT UNCOVERED SERVERAL CHALLENGES from an initial best practices implementation. Symptoms included: growing backlog of SRQs, managers stretched and unable to meet demands with current work force, reactive assignment rearrangement and fire-fighting, tension and frustration amongst the management team, lack of team work. A plan was developed to get the missing pieces […]
CABLE COMPANY LOCATED IN TWO CITIES AND SERVING A COMBINED CUSTOMER BASE OF OVER 2 MILLION is merging two large accounting operations as first step toward bringing in accounting functions for all its US markets. The company will maintain multiple systems, but wishes to accelerate the consolidation and standardization of its accounting functions. Leadership wishes […]
METRO/OUTSTATE NONPROFIT WITH ~220 EMPLOYEES providing career, social enrichment, transportation and fiscal management (FME) services to ~3,000 developmentally disabled clients and their families. Organization wishes to establish a contact center and evaluate and realize other structural and operational opportunities to improve client service delivery and organizational flexibility in anticipation of major legislative reforms. Project spanned […]
ESTABLISH A CUSTOMER-FOCUSED ENVIRONMENT and dramatically improve service performance in a company where the merger of former competitors had resulted in internal conflict and dysfunction Project Focus Provide a full organizational assessment, redesign and implementation of operational models that provide a vehicle for achieving “world class” customer service within an 18-month window. This work encompassed […]
QUICKLY REDUCE ACCOUNTS RECEIVABLE ADJUSTMENTS, write-offs and collection time for a company with $1.2 Billion annual revenue and over 350 offices throughout the U.S. Project Focus Review revenue management operations at representative location(s) to identify collection performance barriers and opportunities, design a “high performance revenue management model” and plan for implementation throughout the company, and […]
IMPROVE SERVICE QUALITY AND PRODUCTIVITY LEVELS related to Retail Advertising Sales and Support, Pre-Press, Ad Production and Spec Ad design to reduce labor costs and adjustments to revenue while increasing Customer Satisfaction. To increase Classified Advertising revenue, improve customer service, and reduce abandoned calls, makegoods, adjustments and other costs. To increase Circulation sales effectiveness and […]
INCREASE ADVERTISING REVENUE, improve customer service, and reduce abandoned calls, makegoods, adjustments and other costs Project Focus Assess, redesign and implement new workflows, practices, procedures and organization structure to improve quality, service and productivity, and reduce costs in the classified sales, administration and accounting departments. Financial and Operating Benefits 21% increase in revenue per hour […]
ENHANCE THE PERFORMANCE OF THE CONTACT CENTER of a major metro provider of cable TV, high-speed data and telephony services during a time of rapid growth, increased competition, and the introduction of complex new products and business information systems Project Focus Lead an internal team in the redesign and implementation of a new Customer Contact […]
ENHANCE THE SUCCESS OF AN INTERNAL TEAM chartered to identify ways to increase productivity and time to sell, and to reduce errors in the advertising department Project Focus Review process mapping and analysis work performed by internal teams and provide guidance regarding areas and methods for more penetrating documentation, analysis and recommendation development. Financial Benefits […]
IMPLEMENT A CUSTOMER-FOCUSED ORGANIZATION to increase revenue, service and operational performance Project Focus Beginning with departmental mission and standards, assess, redesign and implement new workflows, processes, practices, and organization structure to increase revenue through improved quality, service and productivity, and reduce costs in the classified sales, and accounting departments; optimize utilization of electronic systems and […]
DESIGN AND IMPLEMENT A VIABLE QUICK HIT IMPROVEMENT PROGRAM that would generate an immediate performance lift in the collectable accounts receivable area and provide the foundation for continuous improvement. An additional criterion was to deliver this program in less than five calendar weeks Project Focus Evaluated and improved processes, workflows, procedures and tools that ensured […]
The client has a subsidiary HME company that has a backlog of over 1300 patient accounts representing approximately $4 million of unresolved, aged accounts receivable and have no viable way to rationalize estimates of recoverability, write offs or reserve requirements. They wish to assess the situation and collect maximum possible revenue while implementing “high impact” […]
IMPROVE AND STANDARDIZE CIRCULATION ACCOUNTING PRACTICES and systems and create efficiencies and profits in the process Project Focus Reorganized and streamlined workflows in circulation accounting, which improved service, cash management and quality. Financial Benefits 25% reduction in calculation errors in Single Copy Centers 50% reduction in turnaround time for cash application (2 days to 1 […]
A HOME DURABLE MEDICAL EQUIPMENT COMPANY SUBSIDIARY has a large backlog of claims and weak revenue management/collections processes and policies in place. They wish to move forward on due diligence proceedings with a prospective buyer of the subsidiary company. This situation has stalled the sales process and placed them at risk for assessment of severe […]
ANALYZE AGED ACCOUNTS RECEIVABLE (>180 DAYS), determine causes for nonpayment, procure required documentation and collect maximum possible revenue while implementing “high impact” operational changes to stop the continuing build-up of aging accounts receivable in a subsidiary HME company Project Focus Provided expertise and management for a special collections team to work aged accounts, acquire necessary […]
DESIGN AND IMPLEMENT AN AD FLOW MODEL that improves and perpetuates overall customer service, quality and revenue performance Project Focus Designed and implemented a streamlined Ad Flow Model impacting Advertising Sales, Production, Marketing Development, Finance, and a newly designed department, Ad Central. The new ad flow structure provided an enhanced quality assurance process designed to […]
TRANSFORM OPERATIONS in Advertising, Marketing, Finance and Production departments for improved customer service, quality, and productivity, and overall revenue performance Project Focus Design a viable operating model that meets the goals established by executive management, document and assess the current operations, and develop an implementation plan to move from the current state to the new […]
MEET BENEFITS ADMINISTRATION EXPECTATIONS without increasing fees Project Focus HR Support Provider’s Payroll, Benefits, Communications, Benefits Product Management, and Business Management areas Measure and improve customer service levels following implementation of a new HRIS system the year before Conduct operational assessment of processes and practices related to the HR Shared Services Center Design a detailed […]
INCREASE COLLABORATION, EFFICIENCY AND REVENUE in an organization experiencing low sales productivity and cooperation between inside/outside sales representatives, accounting staff, and the prepress team Project Focus Daily Metro Newspaper’s Advertising, Prepress, and Finance Departments Assess, redesign and implement new standards, workflows, processes, organization structure, incentives, rates, policies and procedures Identify, measure and realize opportunities to […]
INCREASE CUSTOMER FOCUS throughout the organization and improve service responsiveness both inside and outside the company – and thereby increase revenue, external customer retention, internal customer satisfaction, operational performance, and resource utilization Project Focus Large Daily Newspaper’s Retail Ad Sales and Production, Classified Advertising, Circulation, Finance, Accounting, Purchasing and Human Resources Departments Assess, redesign and […]
IMPROVE NEW PRODUCT INTRODUCTION PROCESS; Improve and accelerate the introduction process for all new and reformulated products from the idea stage to full commercialization while maintaining or improving quality, service and safety Project Focus Manufacturer’s New Product Development Processes affecting Marketing, Sales, Research, Environmental Health & Safety, Procurement, Manufacturing, Human Resources, Information Services, and Finance […]
REDUCE ADJUSTMENTS, WRITE-OFFS AND COLLECTION TIME for accounts receivables across 350 U.S. offices for this medical equipment company with $1.2 billion in annual revenue Project Focus Medical Equipment Supplier’s Patient Intake, Accounts Receivables and Collections departments Assess revenue management operations, from intake through billing and collections, at representative locations Identify collection performance barriers and opportunities […]
IMPROVE RATE CARD COMPLIANCE in the advertising department; ensure consistent and accurate rating and billing practices; and increase both revenues and customer satisfaction Project Focus Daily Metro Newspaper Ad Sales, Sales Management, Finance / Billing, and Programming Enhance advertising revenue per line sold through better control of rates and discounts Develop new rate-request process to […]
BRING THE COMPANY INTO COMPLIANCE with technical and service standards and meet franchise renewal requirements Project Focus Cable TV Customer Service including Call Center, Correspondence, Billing and Collections. Assess, redesign and implement new workflows, processes, policies, procedures and organization structure. Develop and implement a construction management plan for physical plant upgrades, on schedule and within […]
