Service Delivery Model Development and Implementation

Business Issue:

As a broadcast leader and innovator, this Non-Profit Media organization was undergoing a transformation from radio-only to a broader media marketplace. Their struggle with internal operational effectiveness and technology issues led this organization to request an objective assessment on 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