Madison Avenue: Digital Media Services (B)
In late 1999, Madison Avenue was experiencing phenomenal growth in sales, clients, employees, and services provided. The stress and strain on the firm's employees was considerable and threatened to jeopardize the high-quality, active-ad management for which the firm was developing a positive reputation. From late 1999 through July 2000, the firm embarked on a number of initiatives to improve its internal processes so that it could scale successfully, meet the needs of its customers, maintain the quality of the services it provided, and improve efficiency enough to generate operating profits. The case describes the many efforts made within Madison Avenue to improve its processes.