Performance Assessment & Optimization

Any improvement effort begins with carrying an assessment of the clients' current state of delivering up to their customers' expectations. We employ a wide range of tools including collecting the voice of the customer, process observation and evaluation, and data collection and analysis. We also work with clients to identify what the outcomes of a targeted process need to be. The focus of the assessment is to identify the key factors that significantly affect the outcomes of a process. The completion of the assessment occurs with a report to leadership with findings and recommendations. As part of this report, we describe a projected timeline for implementing improvements.

Optimization is the second phase and is based on the outcomes of the assessment. With the guidance of key stakeholders, we form a multi-function team representing different responsibilities within the value stream. Through project and management, action sessions, and Lean Kaizens, we identify and implement optimal solutions to address the previously identified key factors affecting the outcome. Finally, we re-measure to assure that outcomes have improved and put controls into place to sustain the new level of performance.

Our highlighted project work in this area includes:

• Increasing throughput in an Emergency Room
• Improving bed management in a hospital
• Improving operational outcomes in radiology practice
• Level loading and standardizing medical provider schedules and appointment templates