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CASE STUDY

  FOR A METROPOLITAN DAILY NEWSPAPER
Business Challenge   To improve the quality and effectiveness of internally generated management reports.

Project Focus   To design and implement a formal process in the Information Systems department for responding to requests from report users in Advertising, Finance, Circulation and Production, and to improve report quality, timeliness, usability, and customer service and communications in general.

Financial and
Operating Benefits

  
  • 50 new reports designed to improve management's ability to control and manage revenue and costs
  • 100% quality assurance of all requests prior to completion
  • 100% involvement of requestor and programmer in design consultation
  • 40% consolidation of report requests creating multi-source and multi-department reports through the activities of the systems user committee
  • Fully functional Gatekeeper position providing on-going customer service to users
  • 100% satisfaction customer service rating from systems' users
Key Changes  
  • Implemented a standardized process for making report requests
  • Implemented a Gatekeeper role to function as a customer service representative linking the programming group with the user groups
  • Implemented procedures requiring quality assurance and testing of all requests prior to completion and handoff to user
  • Implemented performance standards to support the integrity of the new processes and procedures implemented.
  • Developed and implemented a request tracking log to provide users with regular status and priorities on all requests submitted
  • Designed and initiated a User Committee functioning as a global priority setting group


   

For more information email
Mr. Brennan Malanaphy
Vice President, Business Development
e-mail: Email Brennan