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 […]
AN ORGANIZATION MAINTAINING 2,000+ LANE-MILES OF ROAD, ROADWAYS AND BRIDGES, wishes to increase collaboration between unionized staff and supervision, and develop a culture of mutual respect and continuous performance improvement. Work is highly visible, requires flexible scheduling, resource coordination, quick response to safety hazards, collaboration with multiple agencies and 40+ municipalities. Skills range from general labor […]
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 […]
National Newspaper wishes to project future needs, assess the performance and potential of the current consumer sales and support operations and determine whether/how to outsource all customer contact functions. They currently serve customers via a combination of in-house and outsourced contact centers providing customer support via web, chat, email and telephone. Alliant conducted the assessment, […]
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 […]
APPLICATIONS DEVELOPMENT ORGANIZATION with staff and management in multiple locations supporting video, voice, data and security services, and news channels with online and interactive services to 2.5 million+ residential and commercial customers was struggling to control its workload and meet critical project deliverables in the absence of a vice president and in the face of […]
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 […]
IDENTIFY AND REALIZE POTENTIAL contributions from improving the productivity and effectiveness of a teaching, research and practicing Veterinary Medical Center to optimize capacity, and increase competitiveness and profitability Project Focus Document and evaluate current operations, and develop specific recommendations and implementation plans to increase revenue, service, quality, productivity and morale while sustaining ongoing operations and […]
ASSESS THE FEASIBILITY and performance impacts of consolidating customer service call center operations, design and support an implementation plan for the consolidation of three centers into one location as a consolidation pilot Project Focus Assess workflows, functions, activities, policies, procedures, and practices of the three call centers intaking new patients and orders to identify opportunities and barriers to consolidation. Conduct […]
REDESIGN RETAIL ADVERTISING SALES incentive programs, goal setting, communications, territory alignment, inbound sales/contact functions, improve service, quality and productivity Project Focus Redesign Retail Advertising sales incentive programs, goal setting, communications, and territory alignment Redesign Classified Advertising incentives, goal setting, communications, and inbound sales/contact operations Consolidate Classified and Circulation Call Centers to improve service, quality and […]
PERFORMANCE IMPROVEMENT ENGAGEMENT WITH A VIDEO ENGINEERING AND OPERATIONS DEPARTMENT responsible for overall performance of the video platform delivering cutting edge services to over 2 million customers in multiple markets Alliant is tasked to work with executive leadership to improve performance in a department where recent consolidation of separate and widely dissimilar divisional teams is […]
MARKET PRESSURES DRIVE URGENT AND EVER-CHANGING PRIORITIES – New products, multiple delivery channels, accelerated launch deadlines, increasing demand, internal systems development projects all contribute to dynamically changing capacity, project coordination and delivery challenges Recently reorganized department with multiple approaches and levels of compliance to project prioritization and management (Solution Development Life Cycle) needs departmental leadership […]
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 […]
INCREASE SALES PERFORMANCE, QUALITY AND SERVICE resulting in increased advertising revenue, improved ad quality, and decreased adjustment and makegood costs Training Focus To develop training programs that focus on sales and sales management skills designed to improve customer service, quality, revenue performance, and sales productivity. Financial and Operating Benefits 4.4% improvement in Advertising revenue 10 […]
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 […]
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 […]
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 […]
ESTABLISH A FIELD SUPPORT SERVICES ORGANIZATION; design and implement a standardized operating model to improve efficiency and effectiveness of field services dispatch and the monitoring and coordination of responses to HFC plant failures across a 2M + subscriber region encompassing two major metro markets and surrounding areas Project Focus Lead and supported internal teams to […]
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 and key fix agent functions to identify factors contributing […]
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% […]
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 […]
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 […]
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 […]
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 […]
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 […]
