The client was a medical draw clinic, specializing in blood tests, with dozens of labs. With doctors wanting their patients’ results as quickly as possible, total cycle time was the key driver of their business.
Executives understood that they needed to improve their processes to compete in the market and that they needed increased visibility into backlogs and volume at all times of the day.
An assessment identified the following opportunities:
- No requirements for cycle time windows
- No master schedule to regulate the entire supply chain cycle time
- Undefined customer service processes
- Poor visibility to variances
- Insufficient active management
Carpedia partnered with the client to improve their laboratory workflow by building management systems, processes, and behaviors aligned with the corporate strategy.
Key changes included:
- Established requirements for volume and cycle time windows
- Established a Master Schedule for the Specimen Supply Chain
- Identified, approved, and operationalized process improvements in Customer Service and Results Delivery
- Implemented an improved management performance system to improve visibility to variances
- Improved active management via Carpedia College and on-the-job coaching
The Results
The results of this engagement allowed the client to take a fresh look at how they function and manage their main operations.
While significant process improvements were identified and installed, the client saw even greater benefits through improved systems and behaviors that now allow them to better manage service through a focus on total system cycle time
Results included:
- 2.4:1 Return on Investment
- 16% increase in Specimen processing productivity
- 95% decrease in Specimen processing overtime
- 7.8% improvement in customer service productivity
