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| Spring 2005 | |
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It’s a statistical oddity when your two top operations guys are both named John, but here at Behrman House, there’s nothing odd about the results they achieve. When John Wilkinson joined Behrman House last spring as Controller and Director of Operations, his top priority was to replace the aging and ailing computer system that governed Behrman House’s most basic operations: order taking, accounting, inventory, and shipping. Then John Andrews came aboard as Warehouse Manager in mid-summer, experiencing first hand the whirlwind of shipping during "the season."  In the ensuing months, the Johns (as we fondly call them) have reexamined and reorganized nearly every facet of front office and warehouse operations.
The new computer system went live on January 1, and you’ll see some of the changes right away. Orders now include invoices as well as |
 packing slips, for example, so customers can check their orders easily as they are delivered. Other changes are more subtle, but can have a big impact. "It’s much easier to find our customers in our system now, and we can keep notes about their specific orders," said Wilkinson. "It makes taking orders faster, which should allow our customer support department to spend more time helping people choose their books." In the warehouse, a redesigned "serpentine" layout for picking orders stresses efficiency, while new packing stations separate individual orders better, for greater accuracy. "We’ll be able to pack customer orders faster, with fewer errors, even at the height of the back-to-school season," said Andrews. "We’ve even acquired a new forklift." |
"We’re delighted with all of the work that John Wilkinson and John Andrews have been doing," said David Behrman. "Behrman House is committed to next business day shipping of our orders. The new computer and warehouse systems will help us achieve that goal, with great accuracy, even during our busiest times." 
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They are now putting the finishing touches on systems that will ensure top notch customer service in 2005 and beyond.
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