IMPROVE SERVICE to health plan participants, ensure compliance with health plan contract SLA’s, and increase the efficiency of IPA and member-physician operations Project Focus Customer Service, Medical Affairs, and Claims Departments in Health Plan Association and Member Clinics Assess, redesign, and implement new workflows, processes, policies, procedures and operational structures Improve service and performance Client […]
ENGAGED TO ASSIST NEWLY NAMED CORPORATE LEADERS of these teams with reorganizing, consolidating and standardizing procurement, warehouse and facilities operations to form corporate functions previously managed at division and regional levels. We guided them to establish corporate-wide performance standards, assess current operations across the company and select or develop best practices, systems, equipment, organization models […]
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 […]
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 […]
DESIGN AND IMPLEMENT NEW OPERATIONAL MODELS that would position the organization to meet the vision of consistently delivering exceptional customer service Project Focus To improve customer service and quality levels while capturing opportunities for greater productivity and efficiency in field services, customer care, preventative maintenance and tap audit operations. Financial and Operating Benefits Opportunities were […]
IMPROVE QUALITY, SERVICE AND EFFICIENCY by changing how and when ads are ordered and processed resulting in a high performance management model and culture that drive continuous improvement Project Focus To design and implement a new operational model which includes ad operations, pre-press, sales, marketing, interactive media and supplements departments. A team was formed to […]
PROVIDE STRUCTURE AND GUIDANCE to an Optimization Leadership Team assigned to develop an optimal operational redesign of the circulation and manufacturing operations from “deadline to doorstop” while identifying near-term opportunities for improvement in service, quality and efficiency and a plan for their implementation that would deliver cash flow savings and service improvements Project Focus To […]
REDESIGN THE OPERATING MODEL and quickly improve service, quality and productivity performance The organization was missing order commitments, losing inventory and running well below industry productivity benchmarks and the plant management team was in process of being replaced. Project Focus Based on our assessment, a new workflow, new schedules, staffing models, organization model, work aids […]
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 […]
DEVELOP “BEST PRACTICE” MODELS for the post-sale, production, maintenance, service and billing elements related to these services as well as an effective, efficient approach for implementation and training at various customer sites that will ensure quality and service performance that drives customer retention and growth for a new media organization has developed software to facilitate […]
GENERATE IMMEDIATE PERFORMANCE IMPROVEMENTS AND COST REDUCTIONS in the editorial and pagination areas of a multi-location weekly newspaper Project Focus Design and lead an operational assessment of pagination, ad order entry and editorial areas to identify opportunities, and develop recommendations with related cost benefit analysis and implementation plan. Financial Benefits In excess of 20% of […]
INCREASE CIRCULATION AND RETENTION, customer service, and operational performance and establish continuous improvement practices in the Circulation Customer Service Call Center and eight Distribution Centers Project Focus Designed and implemented a customer focused Circulation Distribution and Customer Service operational model to improve customer service quality and overall performance Reorganized and streamlined work flows to improve […]
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 […]
REFRAMING CONTRACTOR RELATIONSHIPS TO improve quality and reduce installation and service costs, from contract redesign through order fulfillment, invoicing and quality control across 10+ U.S. divisions Project Focus Review and adjust contract elements and contractor management practices across the company to implement a common operating model that includes standards of performance, new quality assurance methods […]
INCREASE AD THROUGHPUT, QUALITY AND SERVICE while reducing ad errors and Advertiser adjustments to revenue Project Focus Designed and implemented a reorganized Advertising Sales and Production Organization Improve customer service, quality, operating effectiveness and increase advertising revenue Through decreased revenue adjustments Financial Benefits 41% reduction in number of credit adjustments 14% reduction in dollars per […]
IMPROVE OPERATIONAL PERFORMANCE to better serve its audience and advertisers, and to protect and grow its market share Project Focus Newspaper telemarketing sales, single copy, and delivery operations Redesigned and implemented standardized work-flows, processes, policies, procedures and organization structure Increase service, retention, quality and performance while reducing costs Client Gains: Financial and Operating Benefits 19% […]
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 […]
IMPROVE CUSTOMER SERVICE AND QUALITY in a rapidly growing system offering a broad array of traditional and broadband services through numerous sites across a large, expanding metropolitan area Project Focus Cable TV Provider’s Technical Operations, Field Service Operations, Dispatch, and Network Operations Center Assess operations and implement improvement measures Identify, measure and improve customer service […]
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 […]
REDUCE COSTS in editorial operations, pagination procedures, and technology across multiple locations, while maintaining and improving quality and service to community readers and advertisers Project Focus Suburban Newspaper Editorial and Pagination Operations Assess and redesign operations model to improve organization structure, processes, workflows, procedures and tools Train and coach a client task team to implement […]
INCREASE SERVICE AND SALES EFFECTIVENESS, reduce customer churn, and decrease operating costs across nine circulation-focused operating divisions Project Focus Metro Daily Newspaper’s Audience Development Operations, including Direct Sales, Telemarketing Sales, Customer Service, and Delivery Operations Assess, redesign, and implement new workflows, processes, policies, procedures, and organizational structure Client Gains: Financial and Operating Benefits 27% increase […]
CONSOLIDATE OPERATIONS across seven separate system locations serving over 500,000 customers without a hitch – in fact, with improvement – in quality, customer service and cost efficiencies Project Focus Cable TV Customer Service, Dispatch, Field Services, Plant, Warehouse, and Sales Operations Assess seven locations and their operating processes, with the goal of smooth and effective […]
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 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 […]
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 […]
IMPLEMENT ORGANIZATIONAL AND OPERATIONAL CHANGES in the ad flow process focusing on customer service, quality, and performance improvements designed to generate increased advertising revenue, improve ad quality, and to decrease adjustment and makegood costs Training Focus To prepare all levels of management to accept, actively participate, and perpetuate changes being implemented in service, quality and […]
