Case Studies

Here you will find examples of some of CTK's successful projects

• With Rodale International, CTK led a multi-country review of supplier management processes and relationships
• In the award-winning Motor Insurance Database project, CTK managed the creation and organisation of an industry-wide IT and customer service operation

Rodale International Supplier Management

Rodale is the world's leading publisher of health and well-being books and magazines, some of their better known publications including Men's Health, Runner's World, Mountain Bike, and Organic Gardening.

After a change of fulfilment supplier in the UK, Rodale became aware of problems affecting their customer service which were felt to be related to the transition. CTK were quickly engaged to review the transition project, the key business processes and the supplier relationship. As a result a number of recommendations were made in both areas. CTK were then asked to oversee a project established to resolve the main issues and rapidly restore the level of customer service and confidence Rodale required.

Subsequent results have been extremely encouraging with the UK operation now seeing response rates well above that of the previous two years. Rodale’s relationship with their fulfilment supplier has improved significantly and some of the lessons learnt are being adopted in other parts of Rodale’s operations.

Following on from the successful UK study, CTK have carried out other project work in partnership with Rodale in their Australian operations, where Rodale operate a very similar business model, and are currently working with Rodale to develop and implement a standard supplier management framework that can be implemented across their global fulfilment operations.

"CTK, having helped us realign our UK and Australian business operations, have become a business partner we know we can rely on to deliver quality results"

Todd Leiser, Vice President, Rodale Direct

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Motor Insurance Database

It has been estimated that 1 in 20 vehicles being driven on Britain's roads are not insured. This costs honest motorists in the UK over £500M each year and is responsible for up to £30 additional premium on each motor insurance policy.

A key component in the fight against uninsured driving is the Motor Insurance Database (MID), operated by the Motor Insurers' Bureau (MIB), which stores key information relating to all motor vehicles insured in the UK, recording the equivalent of 10,000 updates every hour. The MID is used extensively by the Police, who now make in excess of 20 million enquiries every year and use data extracts to support their ANPR-based (Automatic Number Plate Recognition) enforcement activities, and also by the DVLA who use the system to validate the existence of insurance as an integral part of their Electronic Vehicle Licensing application. It is also used by numerous other parties to assist in motor claims management. Indeed, many believe it will ultimately become proof of insurance, replacing the paper certificate in use today.

CTK's consultants managed the implementation of the database, coordinating the involvement of over 70 insurers as well as the police, other agencies and Experian (perhaps best known as one of the main credit reference agencies), on whose computers the database physically resides. They were also involved in setting up the Information Centre within the MIB that manages the database and acts as the UK’s Information Centre under the 4th European Motor Insurance Directive. As a result of the programme’s success, CTK was awarded a 5-year contract to manage the continued development of the database.

"CTK consultants have been involved in the development of the MID from inception, providing valuable guidance and support and have been an integral part of the initiative’s success. I thank them for their efforts."

Neil Drane, Head of MIIC Operations

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