OnProcess donating Thanksgiving dinners to Fall River families – Fall River, MA – The Herald News November 25, 2009
Posted by onprocess in OnProcess.Tags: Core Values, corporate citizenship, donation, OnProcess, OnProcess Technology
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OnProcess donating Thanksgiving dinners to Fall River families – Fall River, MA – The Herald News
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OnProcess Technology will feed 130 families a free Thanksgiving dinner this year.
The 500-employee company, with a location at 21 Father Devalles Boulevard in Fall River and another in Ashland, collected nonperishable food items to donate to the Salvation Army in those communities. And the company purchased turkeys to complete the holiday meals.
Each Salvation Army received 65 complete dinners for needy families.
Army co-Commander Major Elizabeth Deming of the Fall River Salvation Army, 290 Bedford St., said some 1,500 families have requested free dinners this year, up 100 percent in the last two years. She said she was grateful to OnProcess Technology for its donation.
“They have no idea what a long-range effect it has on people’s lives,” Deming said.
The Salvation Army, which serves the greater Fall River area, gets some funding but also relies on private donations.
OnProcess Technology, an asset retrieval company, has made the donation for the past five years. It started with 10 turkey dinners and has steadily increased its giving, and this year surpassed its goal of providing for 35 families.
“The goal was to provide Thanksgiving meal baskets to less fortunate families within our local communities,” said Stacy Harrington, communications and events manager for OnProcess Technology.
On Monday, Harrington took her “overly stuffed” SUV to make the donation to Milford, where a Salvation Army lieutenant picked up the good and delivered them to Fall River.
“It was astonishing to see firsthand the difference people working together can make in the lives of the less fortunate,” Harrington said.
Deming said a child came to the Salvation Army Monday with his mother to pick up a free dinner, and his words gave her pause.
He turned and said: “Mommy, we’re going to have turkey on Thanksgiving,” Deming said. “This food goes to very needy families of all walks of life.”
The Salvation Army is also collecting food and monetary donations to provide another 1,500 dinners to needy families for Christmas. Those dinners usually consist of ham and all the fixings.
It is working to collect 2,000 coats for needy children, as well. Those interested can stop by the Salvation Army during normal business hours or call 508-679-7901 to receive the name and age of a child in need and their size. About 90 percent of the coats will be given to needy children in Fall River. The remainder will benefit children in Somerset, Freetown and Westport.
Creative Thinking and Business Practices: No Place for Complacency October 28, 2009
Posted by onprocess in Asset Retrieval, Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: complacency, informed decision making, OnProcess, transforming business practices
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Really clever product placement, captured by Drew McLellan’s blog:
Sometimes you don’t have to spend millions on a campaign. You just have to ask a different question.Drew McLellan, The Marketing Minute, Oct 2009

OPT Takeaway:
Many solutions exist outside of our current thinking, and that of the marketplace. Be open to new ways of improving your business model.
We find, in most cases, that our biggest competitor is our own clients’ complacency or current business practices. By introducing our combination of disciplined methodology, data-driven insights and continuous learning and improvement, we bring a huge value-add to our clients’ operations, both in customer experience/service/satisfaction as well as asset retrieval/reverse logistics.
Have you taken a fresh look at your current business practices of late? Do you have a way to get all the information you need to make informed decisions on what to spend money on and what to cut? If you’re not sure, it might be a good time to talk with us.
–sk
Article: Cable Improved J.D. Power TV Scores — But the Competition Did, Too October 9, 2009
Posted by onprocess in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess.Tags: Cable, customer satisfaction, J.D. Power, measuring satisfaction
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Original article by Todd Spangler
If you only glanced at the headline from the 2009 J.D. Power and Associates TV service satisfaction survey (see Satellite, Telcos Beat Cable On TV Satisfaction: J.D. Power) you may have missed a key point: Cable customers are happier than they were a year ago.
In fact, cable operators made gains virtually across the board, in each of the four regions measured on J.D. Power’s survey (see table, below).
The problem is, telcos and satellite operators raised the bar, too (with the single exception of AT&T U-verse in the North Central region, where it dropped 15 points vs. 2008 but still placed second behind WOW). Average satisfaction nationwide in 2009, across all TV service providers, was 632 on the 1,000-point scale — up 23 points from 609 last year.
As a result, the relative standings didn’t really change. It’s a “frustrating” situation, one cable executive told me, given the time and effort they’ve spent on this issue.
So the question is, why did nearly all the providers boost their satisfaction scores?
Frank Perazzini, J.D. Power’s director of telecommunications, suggested that after the poor showing in 2008 — the lowest overall scores for pay TV providers in five years — everyone redoubled their efforts “to better position themselves to retain and grow their customer bases.” Fewer TV customers reported outages on the 2009 survey (11% vs. 15% in 2008), and the industry cut time on hold to resolve a customer’s issue by 13% year over year.
Another factor that has surely moved the needle: There’s more competition. With as many as four (or even five) providers in some markets, there’s been a surge of special promotions, pricing deals, expanded HD lineups, more VOD, etc. How could such lagniappes, in tandem with other service improvements, not make you happier?
But try as it might, cable hasn’t won bragging rights on J.D. Power’s TV survey in the last three years (with the exception of overbuilder WideOpenWest), although MSOs like Cox, Cablevision and Insight have performed relatively well.
Is cable really just inferior to the competition? Or do the differences stem from lingering resentment about “the cable company” being the only game in town? Maybe U-verse TV, say, seems better because it’s a clean sheet of paper — and you’re inclined to be happy with the “alternative to cable” because you opted to switch in the first place.
Whatever the reason, cable providers will have to push even harder on the happiness levers, if they want to gain any ground.

OnProcess’ Take:
Now, more than ever, competition and success in the Pay TV market will be based on customers’ perceptions of service, as opposed to price. Understanding what levers to pull to most beneficially affect Customer Satisfaction levels has to be a key factor in achieving this goal. Do Pay TV and Cable MSOs have methodologies and data-driven insights in place to enable this kind of improvement?
–sk
Article: Best Buy Carrying Motorola DOCSIS 3.0 Modems October 6, 2009
Posted by onprocess in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess, Warranty Management.Tags: Amazon, Best Buy, Cable, DOCSIS 3.0, Motorola, MSOs, remorse returns
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Article By Todd Spangler — Multichannel News, October 6, 2009
Electronics retailer Best Buy is selling Motorola’s DOCSIS 3.0-certified cable modems both online and in its stores.

Motorola 3.0 DOSCIS-enabled set-top box
The Motorola SurfBoard SB6120 eXtreme DOCSIS 3.0 cable modem is available at Best Buy and BestBuy.com for $99.99. According to customer comments on the site, the modems have been available to order since April.
Earlier this year, Fry’s Electronics began selling the Motorola SB6120 cable modem online and in select stores. Radio Shack also sells the unit for $99.99, while Amazon.com offers it for $85.03.
The SB6120 is certified for DOCSIS 3.0 and supports download speeds of up to 150 Mbps, although currently 100 Mbps is the fastest service MSOs, including Comcast and Cablevision Systems, have launched commercially. The modems also work in any cable provider’s current DOCSIS 2.0 environment.
According to research firm Pike & Fischer, U.S. cable operators are on track to deploy DOCSIS 3.0-based services to 99% of the country by 2013.
OPT Questions:
- What will be the impact to MSOs in the form of inbound trouble calls related to DOCSIS 3.0 modem installations that go wrong?
- Will inbound call volumes spike and, if so, will it also affect overall perceived customer service quality, driving defections through unintended consequences?
- Will “no trouble found” remorse returns levels skyrocket at the retailers who sell these modems?
–sk
Job: Software Engineer August 28, 2009
Posted by onprocess in Jobs, OnProcess.Tags: jobs, OnProcess Technology, Software Engineer
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The Software Engineer impacts the design and development of the company’s core products, including existing and new applications and services. He/She helps design solutions, makes recommendations and participates in design reviews. The Software Engineer translates requirements into functional specifications and will work cooperatively and effectively to deliver products according to specifications and schedule.
Responsibilities include: Build and maintain applications using Microsoft technology including: VB.NET, C#, ASP.NET, VB, C++, and MS SQL Server, build reports using SQL Reporting Services and Crystal Reports, customize off the shelf business applications (HRMS, CRM, BPM), assist in the creation of databases and communicate with end-users as required.
Bachelors Degree in computer science or related field preferred or associates degree with relevant work experience, 3-5 years experience as a programmer/developer utilizing Microsoft .NET technology and SQL Server, strong skills developing in SQL Server 2005, strong foundation in n-tier development using Service Orientated Architecture (SOA), Component Based Development (CBD) and Object Oriented Development (OOD), excellent communication and interpersonal skills as well as a strong team player.
Contact: If you are interested in this position please contact us at hrcareers@onprocess.com
Job: Japanese or Korean Speaking Customer Representatives for On Process August 26, 2009
Posted by onprocess in Jobs, OnProcess.Tags: Japanese speaking, jobs, Korean speaking, OnProcess Technology
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UPDATE: Also have an opening for Korean Speaking Customer Service Representative
Japanese Speaking Customer Service Representative for On Process Technology
We are seeking native Japanese speakers to join our team. OnProcess Technology assists large computer and telecom companies in the management of their global supply chain. Work at home. Flexible evening hours.
Responsibilities: Communicate via telephone, or email. Assist customers in the part exchange process
Contact: If you are interested in this position please contact us at hrcareers@onprocess.com
Website: http://www.onprocess.com/
From: http://jetwit.com/wordpress/2009/08/26/job-japanese-speaking-customer-representative-for-on-process/
Know What Happens When You Don’t Advertise? Google Knows. : MarketingProfs August 14, 2009
Posted by onprocess in OnProcess.Tags: advertising, branding, MarketingProfs, OnProcess
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And you thought we were kidding when we wrote, “Take Half of Your Ad Budget and Put it Toward Improving Your Product/Service“
Know What Happens When You Don’t Advertise? Google Knows. : MarketingProfs
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OnProcess hiring in tough climate – Fall River, MA – The Herald News July 31, 2009
Posted by onprocess in OnProcess.Tags: Fall River, hiring in tough climate, OnProcess Technology
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A nice article on OnProcess.
OnProcess hiring in tough climate – Fall River, MA – The Herald News
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(Jack Foley) OnProcess Technology president Edward Barry gives credit where it's due, praising employees for their hard work and "core values" during an employee appreciation cookout on Thursday.

(Jack Foley) OnProcess Technology employee Brenna Govoni throws a dart at a board of balloons with prizes inside during the employee appreciation picnic. Govoni won some cash for her accurate toss.
OnProcess hiring in tough climate
Layoffs are mounting and businesses are closing throughout the city and state, but some companies are managing to stay afloat and prosper. Some are even hiring despite the poor economy.
OnProcess Technology, located on Father Devalles Boulevard, is one company that has stemmed the tide of layoffs. But it hasn’t been easy.
“We’ve made some cost-cutting measures and held off on merit raises in lieu of laying people off because we wanted to protect jobs,” said Edward Barry, the company’s president.
Based in Ashland, the inventory and management services company opened a Fall River office in January 2007. OnProcess hired 26 people upon arriving and has continued to add to its ranks. The company now has 190 employees, and the additions aren’t over, Barry said.
OnProcess is looking to fill another 12 customer service positions for a number of second shifts.
The company spent Thursday thanking employees for their efforts, with a cookout and an ice cream truck handing out frozen treats on a steamy afternoon.
Many companies have cut extra expenses, but Barry said it was important for the company to continue its annual employee appreciation day. The event was on a smaller scale than in past years, but Barry said the company needed to let employees know where they stand and what impact they have in its success.
“We have these kinds of events every year, but in other years we’ve done them at other places where we’ve included the whole family, but due to the economy, we had to cut back on that,” said Barry.
Instead, the company catered an outdoor barbecue party at the business. Games were plentiful, and prizes including a flat-screen television set, gift cards and other prizeswere available. A number of employees were also recognized for their innovation, customer service, accountability and more.
“We felt it was important to show the employees how important they are to us and the success of our business,” said Barry. “We can’t lose sight that our associates perform a vital service here.”
Rick Lunetta, vice president of human resources for OnProcess, said the company’s conservative planning in recent months is one reason for tis continued success.
“That’s why we’ve been able to continue to add new help on,” said Lunetta.
Anne Borges, a job specialist at the Fall River Career Center, said roughly 75 percent of the people hired at OnProcess have come through the Career Center. The center has also helped the company secure 14 interns over the summer.
She said OnProcess is looking for second-shift workers, with six positions available for shifts on Sunday from noon to 8 p.m. and Monday through Thursday from 4 p.m. to midnight. Another six jobs are available to applicants who can work Tuesday through Friday from 4 p.m. to midnight and Saturday from 10 a.m. to 6 p.m. shifts. All positions are full time with benefits.
“We ask that people interested in these positions should come to the Career Center with a resume and three references,” said Borges. “We will set up a time to meet with them and go through a prequalification and a data entry and call center etiquette testing process.”
Barry said roughly 95 percent of OnProcess hires have come from the greater Fall River area.
“There’s just been so much doom and gloom out there in the business world, and we were hoping to bring some positive news to the area, that we are holding our own and still looking to hire more people,” said Barry. “We also wanted to continue to recognize the dedication of our staff today and feel that with them, we will continue to grow despite the difficult economy.”
E-mail Jay Pateakos at jpateakos@heraldnews.com.
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