Sample Engagement: Process Improvement
Client Business Challenge
With the launch date fast approaching, one of the nation's largest health-care services companies turned to M² to support the development and implementation of processes and procedures that would help deliver a new niche product to the firm's target market.
M2 Approach
Working closely with the client, M2 constructed a consulting solution tailored to the company's precise needs, providing targeted expertise and situational experience that matched requirements such as:
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Extensive process-improvement knowledge
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Background in health care operations
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Experience in leading new product launches
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Strategic project management skills
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Excellent communication and documentation abilities
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Spanish fluency
The project required a "hands on" expert able to roll up her sleeves and execute the project plan within a tight timeframe in order to meet the launch date. Selecting from our proprietary consultant community, M² took just four days to present an on-target consultant with more that 20 years experience in health care. She not only matched all the specific requirements, but also had previously managed three similar engagements.
Deliverables
- Drive the design and implementation of new processes.
- Create a business rules, policies, and procedures guide.
- Coach the internal staff on change management issues.
- Bring best-practice knowledge and an outside perspective to the engagement.
Results
The M2 consultant worked closely with Membership Accounting, Claims, Customer Service, Marketing, and other client departments to drive the changes necessary to support the product launch. Because of her detailed knowledge of the client's business and previous experience with similar projects, she did not have to "learn the business" while on the project, but was able to step in and add value immediately. Most important, the new product was released on time and within budget and contributed to a record quarter for the client.