Optimization through operations management

Optimization through operations management

Our expertise focuses on creating efficient and effective business operations once a project has been executed.

Operations Management

Achieving operational excellence

Ready to engage our operations management capabilities in your organization? 

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NorthStar can help your company achieve operational excellence because we understand what makes operations management successful.  From our years of experience, we recognize that companies need to first have clear goals and targets in order for operations to be successfully evaluated and assessed.  

The focus of operations management consulting is on creating, managing, and enhancing processes, resources, and frameworks to ‘keep the lights on’.  With clearly defined goals and targets, NorthStar’s operations management consultants can guide clients toward efficiency, reliability, optimization, and scalability.  

On-going assessments and a functioning feedback loop serve operations management as a key change factor.

Benefits of operations management

  • Risk mitigation - NorthStar can help guide you on how to optimize your business operations with an eye toward mitigating risk so clients can focus on core competencies.
  • Efficiency and reliability - We know that being able to rely on tools, processes, and frameworks instills confidence in resources at all levels of an organization which lends to even more efficiency.
  • Optimization and scalability - We will work with you to ensure your operations can scale up with business growth or down with an unforeseen pandemic, for example.

NorthStar has years of experience in operations management strategies and technology consulting to help companies optimize their operations across the board. 

Results of our work

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    • Customer Experience Improvement
    • Operations Management
    • Talent Management

    Fortune 50 Telecommunications Company

    Performing audit of legal disclaimers for client's dotcom channel

    The ability to market intangible services effectively to a mass audience is the goal of digital service providers and the teams that position content for customers. Due to the ease of online accessibility offered by high speed internet, consumers have grown accustomed to quick and efficient online ordering. This preference for speed requires marketing teams to develop short and pithy claims about their products in order to keep the customer “in line” and moving through the buy flow. However, equally important to the effectiveness of these claims is the ability to fulfill them, and overall adherence to the agreement made between buyer and seller at the time of purchase. This was a major issue for NorthStar’s client in the fall of 2014. Inaccuracies in legal disclaimers across all divisions of their Dotcom channel required a mass audit and restructuring by both the legal department and the web operations team. 

    The numerous obstacles faced during the audit can be encompassed by two major challenges. The first hurdle was the sheer size of our client’s online catalog. The number of offers requiring new disclaimers topped a conservative estimate of six hundred, each with distinct variations based on marketing claims. These variations included expired promotions, misuse of terminology, incorrect pricing and fee claims, along with the inappropriate copyright and trademark claims. The second obstacle was the dissimilarity between disclaimer structure caused by the inattention of former web operations workers, inconsistency by the legal staff, and abandonment of the appropriate approval process. The web operations team was given a deadline of forty-five days to complete the work but did not have the resources to complete the project. 

    In order to meet the project deadline, an additional resource was brought in to complete the audit, and daily meetings with the legal department were held to review current disclaimers and provide corrections. Time restraints for all parties made this a difficult and tedious process, but a general disclaimer template, developed in cooperation with the legal team, helped to expedite the corrections. The web operations team was able to meet the October 31st deadline, and used the lessons learned from the experience to maintain disclaimer accuracy. Web operations continues with both a dedicated disclaimer editor, and the practice of acquiring legal approval for each offer launch. This has resulted in a large reduction in both customer complaints and strain on division operation leads.

    • Customer Experience Improvement
    • Operations Management
    • Organizational Capabilities
    • Talent Management

    Fortune 50 Telecommunications Company

    Requiring a big picture focus on resources, processes, data, culture, and customers

    A Fortune 50 communications client was experiencing a rise in customer escalations directly related to customer reward fulfillment.  Research into the redemption and fulfillment process identified vendor shortcomings.  In addition to inconsistencies with account team support, there was a lack of integration with and management of subcontractors as well as inadequate information infrastructure and program data sharing.  The supplier had not invested resources in this area of the business, prepaid card management, and lacked a progressive approach. In addition, the supplier communicated the impending sale of the business unit.  It was imperative to evaluate options and identify a new supplier. 

    • Quickly developed a thorough understanding of this marketing operations’ function. Stabilized the current process (information exchange, fund reconciliation, and analysis).   
    • Surveyed the prepaid card landscape to identify viable options for vendor transition.  
    • Identified the appropriate stats to define a scope and develop a request for proposal for prepaid card management. Utilized the client’s tool to develop, communicate and house the RFP. 
    • Assisted with supplier selection, business requirements going forward, contract development and business transition. 

    The NorthStar Solution process included both staff augmentation as well as marketing operations consulting. NorthStar provided a resource with extensive marketing operations background in Fortune 500 consumer goods loyalty management including fulfillment sourcing, supplier management, and fund management. This alignment with the requirements of the client assignment allowed for quick onboarding and scope development to expedite the RFP as well as address immediate vendor relation issues. Drawing on experience, NorthStar provided insight into the pros and cons of customer reward alternatives, options for analysis, and improved cross functional integration.

    The development and execution of the RFP for prepaid card management provided our client with insight into the interdependencies of subcontractors in this space as well as a host of options available to address the business needs.  Realizing a $300K annual savings was not the only win for our client. The selected supplier provided additional offerings including digital delivery and collateral options that will increase customer engagement and data integration with other select suppliers that will ensure an enhanced consumer experience.  

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NorthStar Solutions Group is pleased to operate as a virtual company, enabling our team of professionals to help you wherever you are. We are dedicated to supporting your needs and to delivering on your goals.