This case study describes how a healthcare consulting team of process improvement experts, utilizing Lean Techniques, were able to help a home healthcare provider improve annual profitability by $900K, reduce overtime by 50%, increase productivity by 10% and increase revenue by 3%. Continue reading Lean Techniques Improves Performance in Home Healthcare – Case Study
After Action Review, Post Mortem, Critique… all are terms used to describe an assessment of a project, event or activity after said project is completed. Our experience is that the After Action Review process is an important continuous improvement tool especially for major transformative activities such as the implementation of new digital technologies (software systems, user tools, etc.), Continue reading The Organizational Benefits of After Action Review ( AAR )
Continuous Improvement has a long history in the business world and after over 50 years many leadership teams we talk to believe that it can be done quickly and throughout the entire organization in 6-12 months. How wrong they are.
In Part I, I identified 5 things you need to do to drive Continuous Improvement. In this article, we show how business strategy should drive continuous improvement programs and not the other way around. The 5 things were: Continue reading Five Things You Need to Do to Drive Continuous Improvement Part II
There have been many articles written about continuous improvement in manufacturing processes, but there isn’t a lot of information and understanding about the use of continuous improvement tools at the business level: including the ones that purportedly have continuous improvement or Six Sigma programs in place. In many of the organizations that we work in, when you speak to business process leaders about continuous improvement they Continue reading Utilizing Continuous Improvement Tools at the Business Level
Every organization views Customer Service as a critical function for their business. It has a significant impact on your Voice of the Customer (VOC). Customer service is on the front line of interfacing with the customer, but it isn’t the only function that interfaces with your customers. Finance, Shipping, Sales and Marketing also play an important role in customer service. The Customer Service group acts Continue reading Customer Service Excellence Through Value Stream Mapping
CYC, a not for profit needed to drive civic participation amongst young people.
The organisation needed a way to focus their people’s efforts on the strategic plan, as well as save time and drive efficiency. The hard bit was finding a platform that would deliver this, without compromising or restricting people’s passion and creative thought processes.
“Cascade provides an affordable & robust platform for planning, execution & most importantly evaluation. Our team is better empowered to achieve our objectives individually and as a group.”
We all know that complaints handled well can open a portal to new opportunities. Back in 2008, customers were telling the company I worked for that we were not so good at handling customer complaints. None of us were surprised… we were frustrated ourselves with our mish-mash of process and tools and the impact of the poor quality Continue reading Confessions of a Customer Complaint Manager
The concept of the Total Cost of Ownership (TCO) is not new and for many not a bit exciting. But, it is a critical part of the acquisition process and has been successfully used for the analysis of Information Technology and government procured products for many years. It is a mainstay of the Federal Acquisition Regulations (FAR). Yet, the concept of the Total Cost of Ownership hasn’t been universally adopted by middle market manufacturing and distribution companies as part of their standard Supply Chain Management Solutions. Middle market companies Continue reading How Do Total Cost of Ownership Models Affect Your Business?
Time based Key Performance Indicators provide significant insight to how quickly your organization responds to the needs of internal and external customers. They tell a story that every leader needs to pay attention to. Which of the following time based Key Performance Indicators (KPIs) are being tracked in your company?