Design and implement a consolidation plan for each business area that would ensure service and quality throughout the process. This involved development of master plans for each functional area (customer service, dispatch, field service, plant, warehouse and sales) summarizing the detailed plans for each location and integrating the separate systems into viable consolidated operations. Each plan included:

• Physical facility and ergonomic requirements
• Capacity and staffing/scheduling requirements
• Integration and configuration of systems (telephony, billing, collections, dispatch, etc.)
• Standardized policies and procedures
• Standardized operational service and quality standards
• Streamlined workflows and practices
• Integrated timeline by location for consolidation
• Communication process (internal and external)

In addition, operational improvements were recommended and implemented as identified throughout the consolidation process.

• 98% calls answered within 30 seconds
• Less than a 2% abandonment rate
• 95% next day service call scheduling
• 20% improvement in processing customer requests
• Move completed on time and on-budget
  
  

• Standardized performance goals developed and achieved
• Implemented streamlined and consistent practices and procedures
• Improved internal and external communication
• Reduction in processing errors due to procedure streamlining, training and elimination of duplication
• Improved utilization and productivity of staff
• Improved staffing and scheduling to meet customer