BL Companies | Client Care Orientation

Amazon Program (continued) Be Accountable: The Amazon schedules were inflexible. We had to make sure we understood all the variables involved such as our internal clients’ schedules, and available resources before we committed to the schedule. We were able to keep our promises, because we did not make promises that we could not deliver. From our first meetings with Amazon, we made a commitment to constant improvement, exploring possibilities and making suggestions for ways to improve. Our team immediately began looking for efficiencies that we could apply to our services. Creating a detail library, project tracker, and soliciting input from the client rather than waiting for it helped us to improve quality, accuracy and efficiency, which increased our capacity for work. Communicate Effectively: The internal project teams met frequently to discuss the project schedules, deliverables, and individual assignments. In addition, the entire team met with the client for key discussions using our smart screens. Everyone on the project team as well as the client was kept apprised of the schedule and the status of the project with respect to the schedule. Surprises were kept to a bare minimum. Changes to the schedule, or deliverables, were communicated to the design team and to the client as soon as possible. The project team was also made aware of the need for confidentiality with respect to our client and the individual projects and kept this top of mind. Communication is a two-way activity. If we did not get a response to a question from our client or an internal team member the mantra was to follow up rather than waiting. This was critical to keep the projects moving on their tight timeline.

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