|
Strategy Design and Business Alignment
|
Situation: Client XYZ is a government-funded organization managing over thirty hospitals and eighty healthcare centers. As part of their strategy, this client wanted to focus its efforts on customer satisfaction and enhanced coverage of low-income families. In addition, strict budget guidelines required a more productive work force.
|
Solution: The first step towards creating a high-performance culture was to define a strategy for the organization using the “Balanced Scorecard” methodology. Current initiatives and projects could then be evaluated and modified in order to fulfill the requirements identified by the organization’s scorecard. In addition, our ERM solution could be implemented in order to align the entire work force with the company’s plan. Finally, information could be gathered and monitored on the progress of the project in order to verify that the implemented changes produced the desired results:
1. Increase customer satisfaction levels with low-income patients.
2. Improve the quality of the services provided.
|
| Status: This customer is currently in the process of creating a competency
Catalog that defines those skills and behaviors needed to meet the goals and requirements outlined by the organization’s scorecard. Their strategy continues to be revised, focusing on different aspects of their industry and addressing the needs of their targeted patients. One such need has recently become reducing patient waiting times, which is being monitored by our ERM application. |
| |
|
