Company Profile:
- The largest non-profit health plan in the United States offering a fully-integrated health delivery system for its more than 8.7 million members nationwide
- Courier Services group provides time-sensitive support services, including same-day transportation of critical materials, records, medical supplies, and equipment, to the entire Southern California region
Business Challenge:
- Operation needed to assess its internal performance due to its fragmented IT systems, limited management reporting, poor efficiency, and ineffective outreach to its primary customers across the region
- Group required specific recommendations to put central controls in place to manage outside courier spend which was increasing dramatically
Performance Improvement and Organization Design solutions provided include:
- Created master project work plan with major milestones and critical deliverable dates to manage this fast-moving operations assessment
- Performed current-state analysis of business processes and evaluated technical infrastructure and IT tracking and reporting systems
- Facilitated interactive group visioning and design sessions with management and key stakeholders to gather future business requirements and develop a vision for optimizing group performance
- Determined best central hub location and developed new “stat” services, static route, “specials”, and combined vehicle load delivery models to maximize efficiency and harmonize functioning across the region
- Prepared and presented executive summary report of all assessment findings and recommendations for enhancing processes and critical operating systems
Key Business Results:
- Identified $1.5-3M of potential annual savings, including significant reduction in outside courier spend, along with numerous opportunities for immediate performance improvement
- Designed long-range plan for relocating courier hub and better utilizing shipping and receiving drop areas across the region to expedite courier operations
- Greatly improved customer relations and collaboration with internal courier services group
