A leading provider of bedside diagnostics, laboratory services, and hospice care to almost 14,000 post-acute care facilities was experiencing poor service levels and high operating costs across its operating footprint. Businesses were managed differently across regions due to different processes and technology resulting in inefficiencies, customer dissatisfaction, and lack of scalability for future growth.
An assessment was conducted across 3 regions. The team developed value-stream maps, conducted interviews with key stakeholders, performed in-depth call center data analysis, and determined key insights and recommendations. Those included workflow optimization, forecasting models around staffing and scheduling, additional KPIs, and personnel training and career paths.
The quick win savings was estimated at $1.3M from overtime reduction, productivity increases, and efficiency improvements. Additional longer-term improvements were identified by transferring non-order related calls to a third party and through economies of scale achieved by combining call centers.
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We have consulting experience with engagements as diverse as mergers and acquisitions, operations strategy, supply chain acceleration, shop-floor process improvements, and call center efficiency improvement.
Assessments are customized to meet your goals, leveraging our frameworks and knowledge of best practices from years of industry experience. Recent work has been in financial services, insurance, healthcare, manufacturing, and supply chain.