Epicor Salutes Concordia Publishing House - A Baldrige Award Winner
Demonstrating an ongoing commitment to continuous quality
improvement, Epicor customer Concordia Publishing House (CPH) has been
named a 2011 Malcolm Baldrige National Quality Award winner in the Nonprofit category.
CPH is the St. Louis, Mo.-based publishing arm of The Lutheran
Church-Missouri Synod (LCMS), and was founded in 1869 to provide members
of the LCMS with Christian ministry resources for worship, education,
and nurturing of their faith. Today, the company supplies over 8,000
products in a variety of formats and languages. CPH has a workforce of
247 employees and revenues of $35 million.
CPH uses technology including Epicor Enterprise solutions and Epicor
Precise POS to support the building of customer relationships, provide
superior customer service, and facilitate order entry and product
distribution. CPH monitors market trends by collecting and analyzing
data from its own customers, as well as customers of competitors, and
then categorizing sales and customer data in a variety of different ways
to identify relationships between certain product sales and types of
CPH’s Customer Call Center, which is also integrated with Epicor
Enterprise, has been recognized as a “Center of Excellence” by
BenchmarkPortal (The Center for Customer-Driven Quality) every year from
2009 through 2012, and CPH was also recognized as a Best Christian
Workplace in each of the last three years.
With the implementation of Epicor technologies in 2004, CPH’s
standardization of business processes has greatly improved. For example,
in the distribution area, the integration between Epicor Enterprise and
CPHs “Pick-to-Light” packing system has enabled CPH to achieve a 99.85
percent accuracy level for orders shipped.
Other areas of performance excellence at CPH cited by the Baldrige
examiners included overall customer engagement scores at 98 percent
plus, positive financial results, a robust Vendor Certification Program,
and overall workforce engagement exceeding the AAIM (formerly known as
the American Association of Industrial Management for Employers
Association) national benchmark in 7 out of 8 categories.
Epicor congratulates everyone at CPH for this impressive achievement.
Posted by Epicor Social Media Team