CPS (Creative Professional Services, a $10.5 million provider of direct-marketing services in Woburn, Massachusetts) implemented an internal guarantee program between its salespeople and its production department to reduce errors in information passed between the two departments. If a CPS salesperson delivered inaccurate or incomplete specifications, the account managers chose the penalty: treat me to lunch, do data-entry work on the job yourself, or sing a song of my choice at the next sales me...

BPIR Categories

6.4.1 Improve process/service performance
9.2.2 Define & align work outputs & metrics
6.1.1 Plan key production & delivery processes

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