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Case Study: Operational Audit and Improvement Plan

A disease management company experiencing significant growth needed a Plan to support that growth.

"Adroit Consulting provided the leadership and set the course for the processes we needed to maintain our client commitments and support our growth."
- President, Disease Management Company

Business Issue
A disease management company facing significant growth was struggling with how to manage clinical operations and account management to support that growth. In addition, management turnover within the department resulted in a lack of leadership and a direction that was not aligned with the overall strategic imperative.

The key challenge facing management was not the current performance of the company, which was quite strong, but rather the potential for future growth to cause the breakdown of key processes which could not keep up with the anticipated pace of change.

Adroit's Role
Adroit performed a comprehensive independent audit of clinical operations, support services, and technology support platforms, and developed an improvement plan to support the client's current operations and future growth.

Deliverables of the engagement included:

• Audit and analysis of measurements, processes, people skills and technology platforms
• An identification of key operating gaps and the a measurable weighting of the criticality of those gaps
• Improvement recommendations and a detailed prioritized project plan for change
• Supervisor training workshops to improve overall skills and change the direction of supervisory leadership
• A training curriculum and course program to fill existing training gaps and those required due to process change
• Management of critical elements of operational change to support evolving client requirements - all within the constraints of existing technology tool capabilities

Outcome
The results of Adroit's recommendations led to:

• A major process change to successfully support the Six Sigma requirements of a new client pilot.
• Operational processes and reporting capability that secured the revenue stream of several major clients.
• A standard process for managing patient encounters to meet contractual agreements.
• The implementation of key performance indicators (KPIs) to manage staff and achieve individual and departmental accountability.
• The critical support of important process enhancements from the management team and line staff.
• The ability to hire, train and develop new staff in line with consistent and best practice operations.
• A solid foundation and fact based assessment of operational capability that gained the support of the Board of Directors for additional investments and growth.
• The ultimate consideration of the Operational Audit in the "due diligence" process for the eventual sale of the company.