Role – Director’s level in Contract Management Agreement
Situation –
- Client goals were to transform Dept. from traditional to “trend setting” service style with no turnover or bad Public Relations (internal & external)
- Client wanted to reduce costs while increasing revenue in all department cost centers
Methodologies –
Improvement needed in all 4 key area’s
- People needed training and paradigm shift
- Capital improvements needed for new product
- Design an operations system that was attainable through skill levels available
- Internal and External Marketing to insure success
Plan of Action
- Create a culture of “Excellence” throughout Dept using multiple tactics, metrics and training methods
- Develop new system
- Match Competency of staff to new roles & restructure Dept
- Insure Quality Controls are in place
- Products & Profitability thoroughly vetted
- Develop Marketing Plan(internal marketing needed to staff & depts.)
- Create & implement multi level training program to develop all staff
- Taught by Dept managers
- incorporated class room style learning with video’s, role-plays and speakers
- Communicate advantages of new system
- Why it was important
- How it will save jobs
- Create Hype
- Local speaking engagements, Industry Journals, Client educations
Results –
- System met all requirements by client
- Reduced product expenses
- No labor turnover
- Revenue increased
- Most employee’s wages were increased
- “Pioneering” service model
- Excellent press coverage (Company & Client)
- Received Special Recognition awards and notoriety for Design and Implementation
- 10 year contract signed!
- Used as platform to sell future business– Currently used in over 300 accounts Nationwide
