CLIENTS : Case Studies

Organizational Transformation Enables Global Growth

Client

An international standards organization changes to respond to dramatically growing demand for computerized medical recordkeeping.

Challenge

Electronic medical records offer major benefits for patient care, health care cost management and epidemiology.  The U.S. and other governments have made their development a high priority.  The client organization, a standards provider with a critical role in meeting these goals, recognized the need to adapt to the challenges posed in meeting demand and serving a growing group of global users.  At issue was the ability to move beyond its past success and transform itself from a research-focused organization into one that would be customer-focused and capable of proactively addressing rapidly developing market needs.

Making this change required fundamental adjustments to the management structures and processes that had been a large part of the organization’s culture and identity. Failure to adapt to new market conditions would result in a leadership void at a critical juncture in the market’s development.  The client could either step-up to the leadership need or cede its long-standing goals.

Approach

NueVista Strategy worked closely with the client’s executive leadership to complete a thorough assessment of the organization’s management, processes and supporting technology.  The analysis sought to bring together the key factors that would determine future success:

·          Appropriate governance structures

·          Process effectiveness

·          Market needs intelligence and customer focus

·          A flexible technology environment

·          Highly trained, professional human resources

The project identified a broad range of opportunities for change that would ensure that operations were serving the organizations goals effectively.  Evaluating the costs and benefits of these opportunities resulted in a prioritized set of immediate and longer-term recommendations.

Implementation of the recommended changes resulted in multiple initiatives, requiring careful coordination.  We provided advice and support to management and change leaders, with particular attention to staff ownership and the development of a culture that would support continuous improvement.

Among the key goals of the change initiatives:

·         Getting closer to the customer – implementing processes to continuously collect market information and provide it to strategic and operational decision-makers

·         Speaking with one voice – restructuring governance relationships to empower staff of all levels to make decisions based on clear strategic goals

·         Responding to the market – processes and information systems to provide customers with the information, products or services they need

·         Doing the right things – recognizing that resources are limited and must be applied where they will be most effective

Results

Many of the short-term recommendations have been successfully implemented and a long-term change program has been set in motion.  The client has become more sensitive to the needs of individual customers and more effective in its market leadership of global efforts to provide efficient, high-quality healthcare.