Operations Turn-Around
A client located in Philadelphia, PA faced eroding profit margins due to:
- staff turnover of 167% due to low morale and an ineffective staff scheduling system.
- gross inefficiencies in front office operations due to poorly organized workflow processes, and unreliable phones and computing equipment.
- a chaotic first come, not necessarily, first served customer service model that resulted in customer frustration, disatisfaction and complaints.
- inventory "shrinkage" and out-of-stock shortages.
Actions Taken & Results:
I stopped the client's eroding profit margins by:
- reducing staff turnover from 167% to 5% through:
- improved communications with front office staff,
- an improved staff scheduling algorithm that provided the staff with scheduled breaks and more equal hours of service.
- improving front office productivity 66% by implementing more efficient, streamlined workflow processes, and replacing unreliable phones and computing equipment.
- replacing the chaotic first come, not necessarily, first served customer service model, with an appointment only system, which:
- reduced customer wait times, frustration and complaints;
- enabled more efficient scheduling of shop personnel.
- initiating a stringent inventory management system, which
- reduced significantly the company's inventory "shrinkage",
- improved shop productivity 33% by ensuring frequently purchased items were adequately stocked and readily available.
As a result of these initiatives, I enabled this client to achieve a 17% profit margin.