Change is the only constant in business. Every time you turn around there is a new regulation, a new system, a new contract, new people, new offices, new clients, new business ventures. But change doesn't have to be disruptive or costly.
The Streamlined Business program puts the right kind of infrastructure into your organization so that you can "embrace change" and adapt quickly—even to those changes you "can't see coming."
One of our clients faced an "impossible" deadline to roll out a new mulit-million dollar claims processing system that would significantly impact their business and change the way their 2,500 employees worked everyday. Using Operations Mapping and Zavanta software, the company not only met their immediate target on time and within budget, but also created a sustainable "system" that is still being used today—10 year later—to train new people and standardize performance across all of their claims processing call centers.
The company is now leveraging this success to other areas of the business, one being the Sales side of the organization. They are applying this same systems approach to integrate and standardize their sales processes as they acquire new companies.
A new contract to administer services to a major new client had far-reaching operations impact for a large managed care firm. The performance conditions set forth in the new contract left no room for anything to go wrong. Optimizing processes and training staff was critical to meeting contractual commitments. In the midst of all this, the company was also rolling out a new computer program for processing enrollment applications, so staff had to be trained on the new system too.
Using Operations Mapping techniques and Zavanta software, team leaders were able to develop business systems that could be used by any group responsible for supporting the contract. The business system they created addressed cross-functional operations as well as specific departmental tasks. This approach eliminated the “silo” mentality that had previously existed, which improved productivity and team communication when it mattered most.
One of the largest privately-owned bank holding companies in the U.S. used our program and tools to standardize and integrate operations as they acquired new banks. The larger they got, the more obvious it became that the days of operating via “tribal knowledge,” post-it notes, and individual e-mails were over. They recognized early on that their antiquated “white binder policy and procedure guide” approach would never work in an environment that was becoming more and more complex and regulated.
According to Branch Operations Vice President, “The biggest benefit areas of standardization in business terms have been increased accountability and knowledge retention.” With the various mergers and expansion people were leaving branches who had critical knowledge in their heads. Also, until we had accurate, standardized P&Ps for all branches, there was no way to really hold people accountable for correct performance. Now everyone has the same policies in place. The bank's Branch and Operations Support group uses the COMPROSE Zavanta software system every day to help them successfully support, train and coordinate staff in 190 branches throughout four states so they can “put the customer first.”
Court System Successfully Coordinates Move involving 18 Divisions and 10 Locations
Moving a large County and Circuit Court system to a new facility was a major undertaking for the Chief Deputy Clerk of Operations. Every basic procedure—from security to using the phones—was changing. Communication between hundreds of employees in 18 divisions and 10 locations had to be maintained and coordinated. Service to the public also had to be maintained during and after the move.
Using Operations Mapping techniques and COMPROSE Zavanta software to develop standard operating procedures that they could deploy over their intranet, they were able to keep everyone in sync before, during, and after the move. All employees could access the latest information no matter where they were located. Now that the move is complete, the Court system continues to use the Zavanta software to create new procedures and update their existing ones as their operation changes. According to their Chief Deputy Clerk of Operations, “Zavanta makes it easy to keep everyone updated."
