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Redesigned the entire service delivery value-chain involving all major and supporting business processes for a leading healthcare company for customer centricity
Our client, a regional healthplan is the leader in a very competitive market with some very large, national players. The management desired to build a sustainable competitive differentiation by providing excellent customer relations. valueideas was asked to help in this endeavor.
Industry – Healthcare, Healthplans, Integrated Systems
Area – Service Delivery Value Chain
We developed a phased approach to the project.
Phase II – We learned from the best practices, concepts and models for service excellence both in and outside the industry. Using our Phase I results and its targets for improvement, and the best practices as input to the valuelab®, we redesigned the entire value chain with customers in the center. We accomplished that by challenging about 70 executives and managers from across the organization and leveraging their collective genius to be the best in the business, during intense two day sessions.
Phase III – Using executionlabSM, we developed a fully-resourced execution plan and launched it with over a dozen simultaneous teams involving over 100 participants.
Phase IV – Change Management to a new state of performance with multi-dimensional simultaneous changes including redesigned processes, reconfigured IT systems, performance measures, recognition & rewards systems