KH | Waste Reduction

THE PROBLEM

After taking over operations of our enterprise fulfillment software, which manages the mailing of critical documents and ID cards, I discovered a pattern indicating that a previous business decision had never been implemented.

The organization had decided to discontinue sending a specific physical mailing piece and deliver it digitally instead. However, fulfillment requests showed that the physical version was still being mailed.

Because this platform is highly complex and uses inconsistent terminology, the oversight had gone unnoticed and was generating unnecessary costs.

THE SOLUTION

I began by investigating the system’s nomenclature and clarifying mixed or outdated terminology to understand how the fulfillment logic was actually functioning. I then coordinated with the former platform owner and key business stakeholders to verify that the change had indeed been missed.

Once confirmed, I aligned the technical and operational teams to implement the correction. After the fix, I proactively monitored the platform to ensure the new digital-only process was rendering correctly and no unintended mailings were being generated.

THE RESULTS

The correction resulted in a significant reduction in physical mailings for that content piece and produced over $88,000 in annual shipping cost savings.

The update improved operational accuracy, aligned the platform with business intent, and eliminated an unnecessary recurring expense.