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Account Team:

Dedicated team assigned to each client for consistency in quality control and program management.

  • Reviews specifications, obtains estimates and prepares proposals
  • Evaluates objectives and provides needs assessment
  • Develops tools, processes and procedures
  • Communicates program goals, quality standards and changes
  • Deploys and manages the vast resources of The MATLET Group and its partners on your behalf
  • Ensures quality standards and deadlines are met


Account Service Representative. An individual assigned for the day to day operation of your business. They are the ambassadors of the job and responsible for communicating your needs throughout the facility.


A/k/a kitting and assembly. The process of taking various materials and kitting them into a finished product.

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Best Practices:

Generally-accepted, standardized techniques, methods or processes that have proven themselves over time to accomplish given tasks. Often based upon common sense, these practices are commonly used where no specific formal methodology is in place or the existing methodology does not sufficiently address the issue.


The acronym used for a "buy one get one" free promotion whereby the shopper receives a free like product when another product of similar value is purchased.

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Continuous Improvement:

A continuous improvement process (CIP or CI) is an ongoing effort to improve products, services, or processes. These efforts can seek "incremental" improvement over time or "breakthrough" improvement all at once. Delivery (customer valued) processes are constantly evaluated and improved in the light of their efficiency, effectiveness and flexibility.

Customer Service:

An individual or group of individuals designed to meet or exceed your expectations. They are here to assure your NOVA experience is one to remember.

Cycle Counting:

An inventory management process where a subset of inventory is counted over a predefined period of time. Cycle counting is a proven method for ensuring inventory accuracy and can be tailored to focus on items with higher value, higher ordering volume or that are critical to your business.

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Digital Asset Management:

The protocol for managing images or files, including importing, securing, storing, archiving and exporting.

Destruction of Material:

The elimination and destruction of materials, generally accomplished by recycling, shredding or certified destruction, usually required for food related products.

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Electronic data interchange: an interactive electronic system that enables a supplier and a customer to communicate easily.


Electronic Funds Transfer.

Event Marketing:

The practice of sponsoring or staging physical events as a means of engaging consumers, business partners or employees through activities relevant to the brand. This might involve the coordination, delivery and set up of large displays or the assembly of small product or literature sample kits to be used as handouts during the event.

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Freight Optimization:

The ability to determine the best method of shipping which includes USPS, small parcel, LTL (less than a truck load) or full truckload.


Process of supplying goods after an order has been received. Process of reacting to a customer's request, covering everything that has to happen from the time the customer places an order until they are completely satisfied.

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In-Store Marketing:

All marketing activity carried out within a store, including tactics such as displays, merchandising, media advertising promotions, sampling and coupons. Also, any marketing activity designed to drive traffic to stores to make specific purchases.

Inventory Management:

The scope of inventory management concerns the fine lines between replenishment lead time, carrying costs of inventory, asset management, inventory forecasting, inventory valuation, inventory visibility, future inventory price forecasting, physical inventory, available physical space for inventory, quality management, replenishment, returns, defective goods and demand forecasting. Balancing these competing requirements leads to optimal inventory levels, which is an on-going process as the business needs shift and react to the wider environment.

Inventory Management Business System:

The systems and processes that identify inventory requirements, set targets, provide replenishment techniques, report actual and projected inventory status and handle all functions related to the tracking and management of material. This would include the monitoring of material moved into and out of stockroom locations and the reconciling of the inventory balances. Also may include ABC analysis, lot tracking and cycle counting support.


A detailed bill for services rendered that may include cost details by cost center, region, SAP number, sales rep.


Also known as instant redeemable coupon, this type of coupon is used to drive sales at the point of purchase. IRC's are usually attached directly to the product and include discounts or offers.

ISO 9001-2008:

International Standards Organization is a recognized quality management system designed to ensure companies meet the needs of clients and shareholders and which is audited and certified by an independent third party. ISO Qualifications and Standards include the following key elements:

  • A Quality Policy - is a formal statement from management, closely linked to the business and marketing plan and to customer needs. The quality policy is understood and followed at all levels and by all employees and provides measurable objectives to work towards.
  • Decisions about the quality system are made based on recorded data and the system is regularly audited and evaluated for conformance and effectiveness.
  • Records show how and where raw materials and products are processed, to allow products and problems to be traced to the source.
  • The business plan is well defined and outlines customer requirements and creates systems for communicating with customers about product information, inquiries, contracts, orders, feedback and complaints.
  • New product development requires specific stages of development, and includes testing at each stage to determine if regulatory requirements and user needs are met.
  • Regular reviews are performed through internal audits and monthly management review meetings to determine whether the quality system is working and what improvements can be made. The company must deal with past problems and potential problems. It must keep records of these activities and the resulting decisions, and monitor their effectiveness. Documented procedures are required for internal audits.
  • Documented procedures are required for dealing with actual and potential nonconformance (problems involving suppliers, customers, or internal problems). It ensures no one uses bad product, determines what to do with bad product, deals with the root cause of the problem, seeking and maintaining records to use as a tool to improve the system.

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Just in Time:

Just in time inventory:

The arrival of inventory just in time to produce a product or the arrival time of an item to match up with order activity. This process is generally utilized to reduce inventory storage or reduce the square footage necessary for storage.

Just in time delivery:

The art of delivering item(s) just in time for an event or launch of a campaign. Most often used for special events or time sensitive retail program launches.

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The process of combining one or multiple items into a package / carton / envelope and distributing or storing for order fulfillment.

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Lot tracking:

The process of tracking a given material or product from production through distribution to the end recipient using the assigned lot number/code. The lot code generally includes the production facility ID, manufacturing date and time, and expiration date. Physical and system controls are required to provide the true source and destination of a given lot and are a requirement necessary for product recall.

Locked PDF:

A Portable Document Format (PDF) that cannot be altered except by the originator of the document or form.


The acronym used for "less than truckload" shipments whereby a shipment is generally less than a full truck load or less than 20 pallets of material.

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Marketing Services:

Services that enable companies to push their marketing messages to market. These services include fulfillment, kitting and assembly, storage and warehousing, logistics and transportation, printing and customer service.

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National Minority Supplier Development Council (NMSDC):

One of the country's leading business membership organizations designed to provide a direct link between corporate America's leading businesses and minority owned suppliers.

Neck Hanger:

A printed advertisement or coupon that hangs over a bottled product to deliver a marketing message at the point of sale.

NOVA Marketing Services:

For over three and half decades NOVA has continued to grow with the ever changing market. We have succeeded by listening to our clients and consistently responding to their needs. Our expertise and experience in the project management and fulfillment industry, combined with our scalable workforce and two large production facilities allows us to react immediately to any challenge. Whether you are launching a small, targeted campaign or a full scale national program, with just one call, NOVA can assist you in succeeding and reaching your goals.

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Order Management System:

An order management system, or OMS, is a computer software system used in a number of industries for order entry, processing and inventory management.

Order Streaming:

The process whereby similar orders are filtered and batched together to minimize picking and packing errors and to increase production efficiencies. Streaming of orders is generally used to push rush orders ahead of standard ground orders or to gain picking efficiencies when there are only a few items available for ordering.

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Packaging is the science, art, and technology of enclosing or protecting products for distribution, storage, sale, and use. Packaging also refers to the process of design, evaluation, and production of packages. Packaging can be described as a coordinated system of preparing goods for transport, warehousing, logistics, sale, and end use. Packaging contains, protects, preserves, transports, informs, and sells.

Pallet Display:

Displays that are typically packed with shelved product and include advertising or graphic panels as part of the display. Pallet displays are often assembled at a fulfillment center and then shipped to retailer warehouses or direct to store.

Pick and Pack:

The process whereby materials are selected (picked) from a location according to what has been ordered by a customer and then packed to ensure timely and accurate delivery. The pick and pack process is greatly improved by the use of an integrated business system that allows like orders to be streamed and picked more cost effectively.

Pick to Bin:

The process of directing the picker to a specific location or shelf (bin) within the warehouse to gain production efficiencies in order fulfillment.

POP Display:

Point of Purchase Display: A product merchandiser designed to hold product and influence a purchase at retail.


Point of Sale: Often used as an alternative term for point of purchase, although some practitioners make a distinction by using POS in reference to checkout / cash register technology and P-O-P for anywhere else in the store.


Print on demand with digital technology is used as a way of printing items for a fixed cost per copy, regardless of the size of the order. While the unit price of each physical copy printed is higher than offset printing, the average cost is lower for very small print quantities, because setup costs are much higher for offset printing.

POD has other business benefits besides lower costs (for small runs):

  • More efficient technical set-up than offset printing, allowing for faster and more cost effective changes to copy to ensure the most up to date products.
  • Large inventories of a book or printed item do not need to be kept in stock, reducing storage, handling costs, and inventory accounting costs.
  • There is little or no waste from unsold products. These advantages reduce the risks associated with publishing books and prints and can lead to increased choice for consumers. However, the reduced risks for the publisher can also mean that quality control is less rigorous than usual.

Pole Topper:

Large signs mounted to the tops of displays using plastic or paper poles.

Print Production:

The process of reproducing text and image using ink on paper and a printing press. It is an essential requirement in publishing and marketing business practices.

Project Management:

The discipline of planning, organizing, securing and managing resources to bring about the successful completion of specific project goals and objectives.

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Quality Control:

The set of defined procedures intended to ensure that services performed or products produced adhere to a defined set of criteria or client requirements.

Quality Management System:

Quality management system (QMS) can be expressed as the organizational structure, procedures, processes and resources needed to implement quality management.

Elements of a Quality Management System

  1. Organizational structure
  2. Responsibilities
  3. Methods
  4. Data Management
  5. Processes
  6. Resources
  7. Customer Satisfaction
  8. Continuous Improvement
  9. Product Quality

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Receiving Specifications:

The set of standards an organization requires for material to be received inside their facility. The specifications are designed to expedite the flow of product to assure a client's inventory is received accurately.

Real Time Inventory:

The ability to provide immediate, "real-time" information on inventory activities including availability, reserved for orders, adjustments, receipts and order transactions. Real time inventory is especially important to a person ordering on a website who only wants to view available product.

Real Time Reporting:

The ability to allow an end user to run or create reports 24/7 and be assured that the information is as up-to-date as the real time activities that are occurring through the day.

Returns Management:

This is the process and system associated with the management of returned products. It generally includes capturing the reason for return, inspection and development of a decision tree to determine howreturn is handled and if product can be returned to stock or needs further processing.

Reverse Logistic:

Reverse logistics stands for all operations related to the reuse of products and materials. It is "the process of planning, implementing, and controlling the efficient, cost effective flow of raw materials, in-process inventory, finished goods and related information from the point of consumption to the point of origin for the purpose of recapturing value or proper disposal. More precisely, reverse logistics isthe process of moving goods from their typical final destination for the purpose of capturing value, or proper disposal.


Request for Information. A process used by companies to obtain information about an organization.


More commonly used acronym for "request for proposal," a request by a potential client for suppliers to submit bids on a defined project. Product manufacturers often require RFPs from fulfillment andprinting firms.


Request for quote. Some use RFP synonymously with RFQ.

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Sales Portals/E-stores:

On-line order management systems with EDI capability as required. Virtual shops that evoke the physical analogy of buying products.


The acronym for "stock keeping unit", or a specific numeric identification given to products that are being stored or ordered through a web ordering system.


Service Level Agreement - The area of a contract where the service levels and expectations are defined by both parties. Example of a typical SLA would be orders received by noon, must ship on the same day.


Subject Matter Expert is an individual who is an expert in a particular area or topic.

Supply Chain Management:

Supply chain management spans all movement and storage of raw materials, work-in-process inventory, and finished goods from point of origin to point of consumption (supply chain).

Another definition is provided by the APICS Dictionary when it defines SCM as the "design, planning, execution, control, and monitoring of supply chain activities with the objective of creating net value, building a competitive infrastructure, leveraging worldwide logistics, synchronizing supply with demand and measuring performance globally."

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Tie-In Promotion:

A single program or event intended to encourage buyers to purchase more than one product or brand.


The processes of adhering a piece or product onto another piece, using a small glue dot. Coupons, samples and gift cards are often tipped on to other products or printed pieces.

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UPC (Universal Product Code):

The unique number assigned to a product for identification purposes and printed on the product's packaging, accompanied by a barcode that can be optically scanned at checkout.


One who uses a computer system such as a website's e-store to order material. Users usually have a log-in and password. This password can manage what the individual would be able to view, order, etc.

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A retail sign that is attached to a shelf in a perpendicular manner so that it sticks out or violates the aisle. The term can also be used for a visual devise that is affixed to a package as a way to promote a special feature.


Very Important Person. The definition we use for all of our NOVA customers.

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A large building where materials are stored before being distributed to market.

Warehouse Management System:

A system used to control the movement and storage of materials within a warehouse or multiple warehouses and process transactions, including receiving, storing, picking and shipping.


A small, lightweight sign that hangs from a shelf at retail. Also known as a dangler.

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The method for streaming orders by zones as defined by the USPS or small package carriers such as UPS or FedEx, used in an effort to gain production efficiencies or deliver product by farthest location first.

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