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 […]
IDENTIFY AND MIGRATE ~4,000 users from 60 + diverse public safety and public service groups across a nine-county metropolitan area into a shared, interoperable 800-MHz digital, trunked radio system Project Focus Public Service/Safety Radio Network including municipal, county, state and federal Law Enforcement Agencies, Fire Departments, EMS Units, and various agencies of Government Departments from more than 40 municipalities […]
IMPROVE EDITORIAL AND ADVERTISING quality, service and productivity while reducing labor costs across multiple locations Project Focus Weekly Newspaper’s Advertising and Editorial Prepress Ad Order Entry and Pagination Assess and redesign operations and workflows related to pagination, ad order entry, and editing Prepare and coach a client team to complete the detailed operational redesign, including […]
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 […]
TRANSFORM THE INFORMATION SERVICES DEPARTMENT – after a decade of rapid product, employee and revenue growth – from an autonomous, reactive service group to a highly integrated, efficient, proactive, world-class Information Services team Project Focus Manufacturing Firm Information Services Group Evaluate and compare existing levels of internal customer service against global benchmarks and customer expectations […]
IMPROVE CUSTOMER SERVICE and increase advertising revenue and productivity Project Focus Newspaper Advertising Sales, Advertising Production, Operations, and Administration Assess, redesign and implement new workflows, processes, policies, procedures, and organization structure Improve quality, service, productivity, and resource management Client Gains: Financial and Operating Benefits 30% increase in sales time for generating revenue 70% decrease in […]
GUIDE A MAJOR CABLE REBUILD PROJECT to on-time and on-budget completion, and meet turn-around standards for telephony sales and implementation Project Focus Cable TV, Commercial Telcom Sales, Plant Rebuild Develop and implement master plans and schedules for cable plant rebuild and upgrade, and that support launch of commercial telcom services Develop and implement “order 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 […]
