HELPING A HOSPITAL BECOME MORE PATIENT-CENTRIC

Problem

  • Improve the patient experience without any negative effects on the quality of clinical outcomes

  • Streamline the flow of patients through the hospital system, reducing patient wait time

  • Strategize ways of coping with the hospital’s "silo-ed" organizational structure

Action

  • Analyzed focus group data and found that developing rapport with patients is not yet fundamental to patient care

  • Observed and participated in hospital-wide committees to document the issues they face in improving their patient satisfaction scores

  • Interviewed and observed hospital employees to learn what accounts for new initiative success

Solution

  • Created 16 tools to prioritize the patient experience and create a highly effective and engaged culture

  • Form "bottleneck-buster" teams that cross "silos" and support innovation, solve patient flow issues, and empower employees

  • Change workplace incentives such as expectations, metrics, and rewards to advance cultural transformation and reduce the likelihood that new initiatives
    become just another "flavor of the month"

  • Learn More 1

  • Learn More 2

COMMUNICATING VALUE TO AN INTIMATE APPAREL FIRM

Problem

  • Reinvigorate product sales and marketing for a world leader in intimate apparel

  • Determine how the firm’s culture affects its retail sales

Action

  • Discussions with consumers revealed frustration in buying matching bras and underwear

  • In-store observations and conversations with sales clerks confirmed that stores have few matching sets to sell

  • Interviews with employees indicated that "bras don’t talk to panties" underscoring the silo-ed structure of the home office and the sales floor in which bras and panties are located in different parts of the intimate apparel department

Solution

  • Recommended offering more matching sets in the product line

  • Proposed teams have primary responsibility to produce matching sets

  • Suggested improved responsiveness for "hot-selling" products (e.g., having a
    designated production facility)

  • Advocated reduction in overall lead time through fewer product offerings and more carryover designs

  • Learn more​

HIGHLIGHTING
THE CULTURE OF A SENIOR COMMUNITY

Problem

  • Improve the marketing efforts of an assisted living and nursing care community

  • Find out the best ways to describe
    the culture of this community to prospective residents and their families

Action

  • Gathered views of the current culture from residents, family members, staff, and volunteers
    (See word cloud below showing relative frequency of adjectives used)

  • Compared views of the current and ideal future culture to identify the community’s perceived strengths and weaknesses

Solution

  • Created a "culture story" of this community: its past, current, and ideal future culture

  • Offered workshops resulting in the articulation of the "Welcome Home"
    care philosophy, now a core part of marketing efforts

  • Learn more