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Reduced Operating Cost, Higher Member Retention, Service Delivery Model Development and Implementation

Service delivery and operating model definition project for a Non-Profit Media Organization

Overview:

Service delivery and operating model definition project for a Non-Profit Media Organization

Business Issue:

As a broadcast leader and innovator, this Non-Profit Media organization was transforming radio-only to a broader media marketplace. Their struggle with internal operational effectiveness and technology issues led this organization to request an objective assessment of the overall state of operations and an independent gauge of organizational readiness to move towards a more effective business model supported by proposed new technology.

Actions:

Conducted a Service Delivery and Operating Model Review to:
Create an agreed-upon Service Delivery/Operating Model Vision
Establish key characteristics or attributes of an effective Operating Model
Understand the gaps between the current model and the proposed vision
Defined a pragmatic, structured approach to achieving operational effectiveness
Completed an assessment of existing technologies and their ability to support the new Service Delivery/Operating Model Vision
Recommended a technology implementation Action Plan to move from the current environment to the Vision state

Projected Results:

Lowered operating costs to raise additional dollars
Established more efficient and strategic use of resources
Increased retention of donors by providing better service
Improved employee satisfaction
Decreased quality concerns
Increased brand image and awareness
Ensured better-coordinated fundraising

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Reduced Operating Cost, Higher Member Retention, Service Delivery Model Development and Implementation

Reduced Operating Cost, Higher Member Retention, Service Delivery Model Development and Implementation

Overview:

Business Issue:

Actions:

Projected Results:

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