Design and lead a project to assess, redesign and implement work flows, work processes, policies, procedures and organization structure in the Retail Advertising Sales and Production, Classified Advertising, Circulation, Finance, Accounting, Purchasing and Human Resources departments to identify, measure and realize opportunities to improve customer service, quality, productivity and efficiency.
Financial
and
Operating Benefits
- 10% to 15% increase in time for Retail Ad Sales Reps to sell
- 29% reduction in Retail Ad credit adjustment dollars
- 74%+ reduction in both Retail Ad proof turnaround time & errors
- 9% - 23% increase in size of average Classified Ad sale
- Class. telephone response to 88% w/in 20 sec from 60% w/in 30 sec
- 76% reduction in telephone call abandonment rate
- 93% reduction in Class. customer credit approval
- 31% improvement in subscriber retention at 90 days
- 35% increase in Circ. calls handled per hour
- Circ. telephone response to 98% w/in 20 sec from 83% w/in 30 sec
- 77% reduction in telephone call abandonment rate
- 92% reduction in Circ. correspondence response time
- 53% reduction in cost of unbilled papers produced
- 340% increase in collection calls per hour
- 100% reduction in referrals to collection agencies
- 67% reduction in payment processing time
- 12% increase in accounts payable processed per hour
- 75% reduction in purchasing response time
- 1.3% reduction in General, Selling and Admin purchase costs
- Developed service, quality and productivity standards for all depts.
- Redesigned work flows, processes, policies and procedures
- Restructured organization where beneficial, consolidating/creating functions, positions and departments, and realigning spans of control
- Implemented tracking, reporting and communication processes
- Implemented balanced staffing and scheduling systems
- Assessed,
trained and supported people for new operational models
For
more information email
Mr. Brennan Malanaphy
Vice President, Business Development
e-mail: Email Brennan