COMMUNICATION REGARDING NETWORK OUTAGES (customer impact, fix efforts, repair status, etc.) was reactive, incomplete and/or unclear and often misdirected. This created confusion, frustration for leadership and Care staff, and in some cases interfered with repair efforts Project Focus Design and lead a review of the NOC Fix agent functions to identify factors contributing to and […]
PROVIDED AN INFORMED, OUTSIDE PERSPECTIVE to a fast growing cable communications company as to how the IT/IS functions should be restructured to provide the services, products and resources necessary to serve each of the division operations and functional areas with their systems and technology needs Project Focus Review IT/IS functions within 4 regions’ and 11 […]
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 EFFICIENCY AND EFFECTIVENESS of the in-bound customer contact operations across all categories of Classified Advertising Project Focus Classified Advertising Sales at a Large Daily Newspaper Develop and implement comprehensive operational recommendations for inbound contact activity across all categories of classified advertising Improve service, quality, and productivity through operational changes Client Gains: Financial and Operating […]
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 […]
IMPROVE MANAGEMENT REPORTING in both quality and effectiveness of information capture and presentation Project Focus Daily Newspaper’s Information Systems team and internal clients in Advertising, Finance, Circulation and Production Design and implement a formal process in the IS department for responding to requests from report users Improve report quality, timeliness, and usability Improve customer service […]
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 […]
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 […]
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 […]
