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

http://www.multichannel.com/blog/BIT_RATE/23687-Cable_Improved_J_D_Power_TV_Scores_But_the_Competition_Did_Too.php

Original article by Todd Spangler

Article By Todd Spangler — Multichannel News, October 6, 2009

http://www.multichannel.com/article/356934-Best_Buy_Carrying_Motorola_DOCSIS_3_0_Modems.php?rssid=20059

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:

1. What will be the impact to MSOs in the form of inbound trouble calls related to DOCSIS 3.0 modem installations that go wrong?
2. Will inbound call volumes spike and, if so, will it also affect overall perceived customer service quality, driving defections through unintended consequences?
3. Will “no trouble found” remorse returns levels skyrocket at the retailers who sell these modems?

–sk

http://www.estebankolsky.com/2009/08/31/master-interviews-frank-eliason-comcastcares/

Here is a great little interview with Comcast’s Frank Eliason, who has become the ‘face’ in front of Comcast’s very forward-looking approach to the use of social media to improve the Customer Experience.

Here are a couple of the most interesting quotes:

‘The ROI conversation cracks me up, as I hear it all the time. I wonder if other parts of an organization such as public relations or Customer Service had as many people question ROI as social media does. There are many way to measure it, such as amount of Customer helped on a given day, of course this misses the broader ways you may help on a day, such as broadcasting a message. Sometimes those, thanks to retweets, can hit millions of people in a matter of seconds. You can also measure sentiment and changes over time. I have been successful in both of these. Of course this is not the way Comcast measures success. We are striving to improve the overall experience. One of the best ways you can do that is through the Customer story. This is a great space for that. From there you can implement a great deal of changes in many areas of the company that improve the experience for all our valued Customers.”

“When you contact somebody and you admit that you made a mistake and then you fix the mistake, they become some of your biggest supporters. We took the lead and we are ahead of a lot of companies in America doing it…. I think it is a fact that that’s the way that people are communicating now, and I think if you want to serve your customers you have to go to where they are.”

Interesting not only in that a large organization such as Comcast (coincidentally one of our biggest clients here at OnProcess) was willing to go out early to use social media in a relatively non-bureaucratic way, but how they really are aiming for the big picture customer satisfaction issues.

Well done all around!

–sk

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

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/

We’re looking at a new way to apply our corporate strengths to solve client and customer problems. In this case, we believe we can utilize our proactive outreach capabilities and methodology to improve the outcomes of elderly patients after they are discharged from the hospital.

Here’s a link to the initial overview presentation (PDF):

PM360™ Post-Discharge Management

Working together with caregivers, insurers, patients and families, we hope to improve the post-discharge outcomes of older patients, while at the same time helping to reduce costs by reducing the number of readmissions.

Have a look at some additional information on the OnProcess Technology Website:

PM360™ – Post-Discharge Patient Management Services

–sk

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

Shared via AddThis

A nice article on OnProcess.

OnProcess hiring in tough climate – Fall River, MA – The Herald News

Posted using ShareThis

(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

---

By Jay Pateakos

Herald News Staff Reporter

Posted Jul 30, 2009 @ 05:47 PM

Last update Jul 31, 2009 @ 01:34 AM

---

FALL RIVER —

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.

---

Copyright © // 2009 GateHouse Media, Inc. Some Rights Reserved.

Original content available for non-commercial use under a Creative Commons license, except where noted.

//
// ]]> // //
// ]]>

//

A small example, but one that is illustrative of how we approach our client relationships.

[If you'd like a full-size PDF version of this presentation, contact me at marketing (at) onprocess (dot) com and I'll be glad to send it.]

–sk