Client: Major Benefit Provider
Award-winning Fortune 50 provider of healthcare services for tens of millions of consumers through thousands of employer, government and union health plans.
Challenges
- Client has been incurring on-going cost increases, challenges meeting Service Level Agreements (SLAs) specific to turn-around-time (TAT), to support changes and testing for Specialty drug prescription benefit changes
- The timeframe was tight, with the project overseen at the highest executive level
RMK Solution
- Facilitated Kaizen Events to identify process suppliers, inputs, process steps, outputs and customers
- As a result of Kaizen Events utilized Lean Six Sigma methodology in the definition and documentation of the streamlined future state process including needed controls (metrics)
- Future state process recommended decentralization where existing Subject Matter Experts (SMEs) in the organization would be leveraged
Results
- Cost/benefit analysis resulted in a 62% reduction in effort cost to complete changes as well as a 60% reduction in turn-around-time (TAT)
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