"I never heard 'that's not my job' or 'no way, can't get that done.'"
Detroit Regional Chamber is one of the largest chambers of commerce in the United States.
Client was facing budget and financial constraints inherent to non-profit organizations, and their current technology was limited in its ability to handle growth and productivity needs. Past efforts were halted at the "recommendation" phase and the understanding that staff reductions were a possibility limited staff enthusiasm for the effort. Additionally, the client recognized the need to maintain and improve customer service level while implementation was underway.
Performed an operations review of people, processes, and technologies to address growth, budget, and performance areas. End result was an agreement to a long-term plan for phased operational improvements that minimized disruption to staff and accommodated budget constraints. Major recommendations were implemented over a multi-year period by the organization.