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 customers.
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.