Call Center Experiences Higher Call Volumes

Satellite Manufacturer Reduces Costs and Increases Production

The Challenge

Space Systems/Loral needed a more proactive management culture and new operational processes and training tools to help them reduce costs, increase production without compromising quality, and help the company increase its market share in the highly competitive satellite manufacturing industry.

About the Client

Space Systems/Loral— formerly a division of Loral Space and Communications, and now a subsidiary of MacDonald, Deltwiler and Associates—is one of the world’s largest designers and manufacturers of satellites and satellite systems for weather monitoring, TV broadcasting, direct-to-home TV services, digital audio radio, and broadband, wireless, and military communications.

Financial Results Snapshot

DB&A Delivered

  • Annualized Savings Rate: $15,500,000
  • Helped front-line supervisors align with overall company goals
  • Reversed management culture from reactive to proactive
  • Improved communication and information sharing among teams and between levels of management
  • Increased productivity with no negative impact on quality
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