Process Engineering Archives

TXDOT–Modernization Program

Overview

In a strategic partnership with TXDOT, Kaeppel played a central role in the Modernization Program, an agency-wide initiative aimed at revamping and modernizing processes, tools, and technology. The core of our engagement was facilitating change management. We imparted training to over 400 agency executives, change leaders, and team members, and took the lead in the execution and oversight of 76 projects and programs.

Areas of Improvement

Organizational Modernization: The agency recognized a need to modernize its operations, processes, and technological tools to be more agile, efficient, and responsive to stakeholder needs.
Employee Training: Training was a key component, aiming to equip more than 400 agency executives and members with the skills and knowledge to navigate the transformation.
Change Management: Given the scale of the initiative, there was a clear demand for effective change management strategies to ensure a smooth transition.

Challenge

Modernizing an entire agency is no minor feat. Beyond the obvious technological shifts, it requires a profound understanding of organizational dynamics, people management, and strategy execution. Balancing the trifecta of people, process, and technology was the central challenge. Ensuring that the change was embraced and incorporated at all levels—from executives to team members—was essential for the program’s success.

Solution

Utilizing a robust suite of tools including Project Management, Organizational Design, Performance Management, Workforce Planning, ADKAR Change Management, Portfolio Governance, Training Development, and Training Delivery, we orchestrated a change that would resonate agency-wide. Our approach ensured that each of the 76 projects and programs under the Modernization Program was executed with precision and aligned with the overarching agency vision.

Outcome

The results of our collaboration with TXDOT were transformative. The Modernization Program led to a complete agency metamorphosis. There was a marked increase in employee engagement, and the feedback from stakeholders reflected heightened satisfaction levels.

Wellsense–PMO Transformation

Overview

Our collaboration with WellSense was a strategic initiative aimed at enhancing their organizational capabilities. Central to this effort was the fortification of their Project Management Office (PMO). While WellSense had a strong foundation in healthcare services, the primary goal was to refine their project management practices, making them more robust and adaptive. Furthermore, by strengthening the enterprise planning procedures, we sought to foster an environment where projects could not only be initiated efficiently but also seen to successful completion.

Areas of Enhancement

Upon our initial engagement, several areas were identified that could benefit from fine-tuning. While WellSense maintained commendable project management activities, there was room to refine and improve these practices. A unified approach to enterprise planning was necessary to bring cohesion across various projects and departments. Enhancing the consistency of project launches would ensure that all new initiatives aligned with the company’s vision and goals. Lastly, by standardizing the methodologies used in project coordination and operation, we aimed to introduce predictability and reduce overheads in their processes.

Challenge

The task at hand was multifaceted. Not only did we need to bring about a holistic transformation of WellSense’s PMO, but we also had the challenge of integrating seamlessly with their existing framework. Augmenting their team to align with the new PMO standards was essential to ensure the continuous flow of operations. Moreover, introducing and successfully marketing a new product within a mere six-month window was a significant undertaking. This rapid deployment was not just about speed but ensuring that the product met the highest quality standards and resonated with the target audience.

Solution

Our approach was systematic and methodical. By introducing cohesive PMO standards, we could ensure that project coordination was streamlined, reducing friction between teams and departments. This set of standards became the backbone for all project-related activities at WellSense. To facilitate a seamless PMO transition, we collaborated closely with the WellSense team, sharing insights, and ensuring knowledge transfer. The power of the PMO tools we brought to the table, including project plans, risk management strategies, and benefits analysis, was evident in the results. One of our crowning achievements was the successful launch of a new product in just six months without any complaints. This launch was a testament to our rigorous processes and the dedication of the WellSense team. Finally, by optimizing various facets of their operations, we were able to deliver over $5 million in cost savings for WellSense.

Trinity University–Digital Transformation

Overview

Kaeppel embarked on a comprehensive engagement with Trinity University, targeting both the digitization of their operations and a holistic IT transformation. Our dual mission was to rejuvenate the HR and Finance Department’s outdated systems while elevating the maturity of the entire IT system, paving the way for the seamless introduction of the Workday platform.

Areas of Improvement

Legacy Systems & Process Gaps: The HR and Finance departments operated on legacy systems that, while functional, were not optimized for the modern needs of the university. Coupled with process inefficiencies, there was a clear need for digitization.
ITIL Maturity & Potential Risks: An initial assessment of Trinity’s IT infrastructure revealed its maturity was not at par with the demands of the Workday platform. Without strategic enhancements, the transition risked challenges and potential disruptions.
Data Quality, Efficiency & Practice Areas: Across both projects, a recurring theme was the need for better data quality and efficiency, and specific improvements in practice areas like security, asset management, and data reporting.

Challenge

Modernizing university operations and IT systems is a mammoth task. It was essential to ensure that the transition from legacy systems, especially in pivotal departments like HR and Finance, was smooth. Furthermore, enhancing the IT system’s maturity to prepare for the Workday platform introduction, without overhauls, added layers of complexity to our mission.

Solution

Our approach was two-pronged yet integrated:

Digitization: After thorough evaluations, we identified and bridged gaps in the HR and Finance department’s processes. By migrating to the Workday platform, we not only replaced the aging systems but ensured a quantum leap in data quality and efficiency. The outcome was staggering — procedures that took two weeks were now streamlined to just two clicks.
IT Transformation: Utilizing the ITIL framework as a guiding principle, we delved deep into Trinity’s IT ecosystem. Every facet, from security to asset management, was enhanced to progress Trinity to ITIL 3 maturity. Our role wasn’t just that of implementors; we provided leadership, ensuring a cohesive transformation aligned with Trinity’s vision.

The culmination of our endeavors resulted in increased labor savings, heightened customer satisfaction, and a university IT system primed for the future.

Platinum Dermatology Partners – Revenue Cycle Management & Process Alignment

Overview

Platinum Dermatology Partners, a national dermatology network, aimed to manage rapid acquisition growth and align processes, particularly with their offshore partner. They partnered with Kaeppel Consulting to maintain productivity and integrate workflows effectively.

The Challenge

Platinum Dermatology Partners faced several challenges:

Rapid Growth: Managing a rapid acquisition growth phase and aligning processes.
Offshore Coordination: Coordinating with an offshore partner to maintain productivity.
Process Alignment: Ensuring workflows and functions were balanced and integrated.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

Interim Management: Provided interim management to bridge the gap and maintain productivity during the transition.
Workflow Integration: Integrated workflows and balanced functions across the organization, including the offshore partner, IKS.
Technology Optimization: Utilized native systems, including BI tools, billing, electronic records collections, and Microsoft Teams for effective data management and communication.
Performance Maintenance: Maintained performance levels and created a culture of excellence.

Results

Kaeppel Consulting’s efforts resulted in successful alignment of offshore and national teams, maintaining productivity and performance levels. The integrated workflows and optimized processes ensured smooth operations and supported the rapid growth phase.

Conclusion

Kaeppel Consulting’s expertise in revenue cycle management and process alignment enabled Platinum Dermatology Partners to manage their rapid growth effectively and maintain high performance levels.

Catawba – Revenue Cycle Transformation & Central Billing Office Optimization

Overview

Catawba, an integrated health system, sought to transform its revenue cycle and optimize its Central Billing Office (CBO) to address underperformance issues. They partnered with Kaeppel Consulting to enhance staff productivity, financial performance, and leverage technology more effectively.

The Challenge

Catawba faced several challenges:

Underperformance: Issues with staff productivity, financial performance, and structural inefficiencies.
Technology Utilization: Not leveraging technology effectively for optimal performance.
Performance Tracking: Lack of tracking for staff and performance KPIs.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

Revenue Cycle Transformation: Implemented new workflows and optimized billing systems to improve efficiency.
Central Billing Office Optimization: Developed a new organizational structure and standardized data collection practices.
Technology Integration: Upgraded the billing platform and integrated BI tools, electronic records, and Microsoft Teams for better data management and reporting.
Performance Dashboards: Created executive dashboards to monitor financial and staff productivity levels.

Results

Kaeppel Consulting’s efforts resulted in a significant improvement in staff productivity, financial performance, and structural efficiency. The new organizational structure and optimized technology usage led to better data management and performance tracking, ensuring long-term success.

Conclusion

Kaeppel Consulting’s comprehensive approach to revenue cycle transformation and CBO optimization enabled Catawba to overcome underperformance challenges and achieve operational excellence.

New York Life–Operations Triage for AARP Growth Potential

Overview

In a strategic collaboration with New York Life, our consultancy was brought on board to undertake an intricate operation: conducting a triage for the New York Life AARP program. With the stakes being high, our mission was to meticulously identify, evaluate, and prioritize enhancement opportunities spanning a multitude of areas — from Sales and Service to IT, document management, claims, and various support sectors.

Areas of Strategic Focus

Comprehensive Triage: At the core of our engagement was the systematic triage process, encapsulated by the Define, Measure, Analyze, and Execute methodology. This comprehensive approach allowed us to delve deep into the operational intricacies of the AARP program and pinpoint areas of opportunity.
Cross-Functional Analysis: Recognizing the multi-faceted nature of the AARP program, our analysis spanned multiple functions. From Sales to IT and claims, we endeavored to provide a holistic view of the program’s strengths and areas ripe for enhancement.

Challenge

New York Life’s AARP program is an expansive initiative, touching multiple facets of the organization. The challenge was to conduct a triage that was both thorough and actionable, with the end goal of supporting New York Life’s bid to renew its pivotal AARP program.

Strategic Approach

Our methodology was anchored in a structured triage process. By defining the scope, measuring current capabilities, analyzing findings, and plotting an execution strategy, we were poised to provide New York Life with a detailed roadmap, highlighting both achievements and areas of potential growth.

Impact & Outcome

The culmination of our endeavor was the delivery of a detailed triage report, meticulously crafted to support New York Life’s application for renewing the AARP program. The testament to our collaboration’s success was clear: New York Life successfully renewed its AARP program for life insurance, marking a significant milestone in its partnership with AARP.

Liberty Mutual Insurance–Workflow Management Tool

Overview

In a strategic alliance with Liberty Mutual Insurance, our consultancy undertook the mission of implementing novel workflows in their Workflow Management tool. The vision was clear: to automate and streamline a plethora of backoffice tasks, driving operational efficiency and enhancing task execution capabilities.

Areas of Strategic Focus

Project Management: A project of this magnitude necessitated rigorous project management to ensure milestones were achieved, resources optimally utilized, and the end goal realized within the stipulated timeframe.
Process Engineering: Central to our engagement was the design and implementation of refined workflows. This involved a meticulous analysis of existing processes, followed by crafting optimized pathways to bolster the capabilities of the Workflow Management tool.
Performance Management: Post-implementation, our focus shifted to measuring and managing the performance of the new workflows. This ensured that the desired efficiencies were being achieved and provided insights for any potential refinements.

Challenge

For a major insurer like Liberty Mutual Insurance, backoffice tasks play a pivotal role in day-to-day operations. The challenge lay in not just automating these tasks, but ensuring the newly instituted workflows were robust, efficient, and adaptable to the ever-evolving needs of the insurance industry.

Strategic Approach

Our methodology combined adept project management with process engineering prowess. By thoroughly understanding Liberty Mutual’s backoffice operations, we were poised to design workflows that not only automated tasks but did so in a manner that elevated operational efficiency.

Impact & Outcome

The collaboration’s results were palpably transformative for Liberty Mutual Insurance. With the new workflows in place, the subrogation teams experienced notable improvements in consistency and capacity, underscoring the strategic value and effectiveness of the newly instituted Workflow Management tool.

AmeriPro Mortgage–Loan Origination System (LOS) Migration

Overview

In a critical engagement with AmeriPro Mortgage, our consultancy was at the forefront of overseeing an upgrade of their Loan Origination System (LOS). Our leadership spanned program management, project management, and change management domains. Recognizing the intricacies and significance of mortgage operations, our primary goal was to ensure a seamless and compliant system migration.

Areas of Strategic Focus

Project Management: Central to our mandate was the adept management of the entire LOS upgrade project, ensuring it remained on schedule, within scope, and achieved the desired outcomes.
As-Is / To-Be Process Mapping: A foundational step in our approach was to thoroughly map out the existing processes within the LOS and subsequently delineate the envisioned future state post-migration. This ensured clarity and guided our migration strategy.
ADKAR Change Management: Acknowledging the complexities inherent in any system migration, we employed the ADKAR Change Management methodology. This ensured that not only were the technical aspects of the migration addressed but also the human elements, fostering acceptance and smooth adaptation to the new LOS environment.

Challenge

System migrations, especially for pivotal systems like the LOS in the mortgage industry, can be fraught with challenges. From data integrity to process continuity, and user adaptation, the task was to ensure that AmeriPro Mortgage experienced a disruption-free and value-driven migration.

Strategic Approach

Our methodology was comprehensive. By meticulously charting out both the current and desired states of the LOS, we crafted a blueprint for the migration. Coupled with robust project management and the strategic application of the ADKAR Change Management model, we ensured a holistic approach to the migration.

Impact & Outcome

The fruits of our collaboration with AmeriPro Mortgage were clearly manifested in the successful completion of the LOS migration. Moreover, AmeriPro Mortgage is now compliant with industry standards, underscoring the efficacy of the migration and our engagement’s value.

J&M Premier–Design, Build, and Maintain Core Systems

Overview

In a strategic partnership with J&M Premier, our consultancy was tasked with a mission of paramount significance: to design, build, and maintain core operational systems. Our blueprint encompassed automating timekeeping, integrating payroll systems, crafting a comprehensive dispatch/field services solution, and a state-of-the-art project management system. Further, we transitioned traditional forms like safety reports and driver waybills into automated digital formats, aiming for increased efficiency and streamlined operations.

Areas of Strategic Focus

Automated Timekeeping: A foundational element of our project was the introduction of an automated timekeeping system, ensuring precise labor tracking and operational efficiency.
Payroll Integration: Recognizing the core importance of streamlined financial operations, we integrated a comprehensive payroll system to ensure seamless and efficient compensation management.
Dispatch & Field Services: Our blueprint included the establishment of a robust dispatch and field services management system, geared towards optimizing field operations.
Digital Form Automation: Moving away from traditional paperwork, we embarked on automating essential forms – from safety reports to driver waybills – ensuring real-time data capture and accessibility.
Tech Infrastructure: Grounding our solutions was a web-based backend platform, complemented by iOS capabilities, and the robustness of cloud-based data storage and retrieval.

Challenge

J&M Premier, in its quest for operational excellence, faced challenges stemming from manual processes and disparate systems. The task was not merely to digitize these processes, but to ensure seamless integration, real-time data access, and scalability.

Strategic Approach

Our approach was holistic. Starting with a meticulous understanding of J&M Premier’s operational intricacies, we leveraged cutting-edge technological solutions. From web platforms to cloud-based data management, every solution was tailored to resonate with J&M Premier’s unique needs and future growth aspirations.

Impact & Outcome

Our collaboration with J&M Premier yielded transformative results. The company realized annual labor savings exceeding 2 million dollars, achieved real-time issue escalation capabilities from field operations to the home office, and significantly reduced administrative overhead by transitioning from paper-intensive processes to digitized workflows.

Erie Insurance–Customer Data As-Is

Overview

In a collaborative initiative with Erie Insurance, our consultancy was brought onboard to meticulously document and evaluate the current state of customer data. Spanning from agent offices to the Home Office, and encompassing Personal Lines, Commercial Lines, and Life sectors, our mandate was comprehensive. The goal: to delineate the data flow, identify inefficiencies, and ensure optimal data quality and usage.

Areas of Strategic Focus

As-is Process/Observations: Our primary task involved a thorough documentation and observation of the current state of customer data handling, ensuring we captured the entirety of the data flow and its intricacies.
Field Inventory: We undertook an exhaustive inventory of data fields, ensuring a clear understanding of data sources, types, and their respective roles within the insurance ecosystem.
Voice of the Customer (VOC): To ensure a holistic understanding, we incorporated feedback and insights directly from stakeholders, gaining valuable perspectives on data utility and potential areas of improvement.
Data Quality & Reusability: A crucial aspect of our engagement was the identification of failure points leading to data quality issues. Concurrently, we aimed to identify points of data reusability, mitigating data duplication and ensuring clarity in recognizing the “golden source” or primary source of truth.

Challenge

For an esteemed entity like Erie Insurance, maintaining impeccable customer data quality is paramount. Given the multiplicity of channels, from agent offices to central operations, the task was to ensure data consistency, accuracy, and optimal usage across the board.

Strategic Approach

Our approach was multi-dimensional. By meticulously documenting the as-is processes and conducting a comprehensive field inventory, we laid the foundation for in-depth analysis. VOC insights further enriched our understanding, highlighting areas that required attention. Subsequent identification of data failure points and reusability opportunities ensured strategic recommendations that would bolster Erie Insurance’s data management practices.

Impact & Outcome

Our engagement with Erie Insurance elucidated clear pathways for data quality enhancement and efficient management. By pinpointing failure points and emphasizing data reusability, we’ve charted a course for Erie Insurance to achieve streamlined data operations, ensuring both consistency and clarity in customer data handling.