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 […]
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 […]
IDENTIFY PERFORMANCE IMPROVEMENT OPPORTUNITIES related to process and organizational re-alignment across 13 dispatch operations spanning four states. Particular interest in determining if dynamic routing, dispatch and/or consolidation of dispatch operations would make sense Project Focus Conduct an operational assessment of representative locations to determine: What would be gained in terms of improved customer and employee […]
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 […]
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 […]
IMPLEMENT A “HIGH PERFORMANCE MANAGEMENT MODEL” designed to improve revenue management and operational performance in order entry, distribution, service billing, and collections through a group of internal resources who can lead and perpetuate model implementation in 350+ offices across the U.S. Training Focus To transfer effective management principles and techniques, knowledge of model elements and […]
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 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 […]
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 […]
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 […]
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” […]
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 […]
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 […]
IMPLEMENT ORGANIZATIONAL AND OPERATIONAL CHANGES in advertising sales and the ad flow process focusing on customer service, quality, and productivity performance improvements designed to generate increased advertising revenue, improve ad quality, and reduce adjustment and makegood costs Project Focus Designed and implemented programs to improve sales, customer service and overall performance. Reorganized and streamlined work […]
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 […]
IDENTIFY AND REALIZE OPPORTUNITIES TO IMPROVE decision making and reduce bureaucracy throughout the organization while maintaining or improving quality, safety and security. Results: better and more efficient decision making, more productive deployment of resources Project Focus Work with executive management to develop and implement a logical and efficient process for soliciting, evaluating and implementing requests […]
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 […]
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 […]
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 […]
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 […]
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 […]
