Portfolios Archive

Wellsense–Staffing

Overview

WellSense, a leading innovator in healthcare technology, sought to enhance their Project Management Office (PMO) to better manage their rapidly growing portfolio of projects. They needed skilled professionals who could seamlessly integrate into their operations and drive successful project outcomes. WellSense turned to Kaeppel Consulting for comprehensive staffing solutions to meet this critical need.

Challenge

Wellsense’s PMO faced several challenges:

High Project Volume: With an increasing number of projects, the PMO needed more hands on deck to ensure each initiative was managed effectively.
Diverse Skill Requirements: The PMO required a mix of roles, including Project Managers, Program Managers, Business Analysts, Project Coordinators, and Call Center Agents.
Rapid Integration: The new hires needed to quickly adapt to Wellsense’s processes and culture to maintain momentum on existing and new projects.

Our Solution

Kaeppel Consulting provided a tailored staffing solution that addressed Wellsense’s unique needs. Our approach included:

Comprehensive Talent Sourcing: We leveraged our extensive network and rigorous selection process to source top-tier talent across all required roles. Our focus was on finding professionals with the right mix of skills, experience, and cultural fit.
Role-Specific Expertise:
- Project Managers: Delivered leadership and direction for various projects, ensuring they were completed on time, within scope, and on budget.
- Program Managers: Oversaw complex, multi-faceted programs, aligning them with Wellsense’s strategic objectives.
- Business Analysts: Provided critical analysis and insights, helping to identify and solve business problems and improve project outcomes.
- Project Coordinators: Supported project managers in scheduling, documentation, and communication, ensuring smooth project execution.
- Call Center Agents: Strengthened customer support operations, ensuring a high level of service for Wellsense’s clients.
Seamless Integration: We facilitated a smooth onboarding process, allowing the new team members to quickly integrate into Wellsense’s PMO. Our ongoing support ensured they adapted to the company’s processes and culture, driving immediate and effective contributions.

Results

Kaeppel Consulting’s staffing solution delivered significant benefits for WellSense:

Enhanced Capacity: With a fully staffed PMO, WellSense was able to handle a higher volume of projects efficiently.
Improved Project Outcomes: The experienced professionals we provided contributed to better project planning, execution, and delivery, resulting in successful project outcomes.
Operational Efficiency: The integration of skilled Business Analysts and Project Coordinators streamlined processes, improved communication, and enhanced overall operational efficiency.
Customer Satisfaction: The addition of qualified Call Center Agents ensured that WellSense maintained high levels of customer support, leading to improved customer satisfaction.

Conclusion

Kaeppel Consulting’s customized staffing solutions enabled Wellsense to overcome their PMO challenges and achieve their project management goals. By providing skilled Project Managers, Program Managers, Business Analysts, Project Coordinators, and Call Center Agents, we helped Wellsense enhance their project capabilities and drive successful outcomes.

For more information on how Kaeppel Consulting can support your staffing needs, contact us today.

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.

Texas DPS–Enterprise Architecture Deployment

Overview

In a pivotal engagement with Texas DPS (Department of Public Safety), our consultancy was tasked with an ambitious mandate: to architect a novel approach for Enterprise Architecture (EA). The objective was twofold — to not only craft a cutting-edge methodology for EA but also to train and mentor the practitioners who would be championing this new direction.

Areas of Strategic Focus

Enterprise Architecture Methodology: The heart of our engagement revolved around developing a fresh, future-focused approach to Enterprise Architecture. Our intent was to craft a methodology that was both innovative and intuitive, setting Texas DPS on a trajectory of streamlined operations and enhanced IT alignment.
Training & Mentorship: Recognizing the vital role of the practitioners in executing this new EA vision, our mandate extended to providing comprehensive training. Beyond imparting knowledge, our focus was on mentoring these professionals, ensuring they were adeptly equipped to navigate the intricacies of the new EA approach.

Challenge

Reimagining Enterprise Architecture for an entity as significant as Texas DPS presented its unique set of challenges. Beyond the technical intricacies, the task was to ensure that the new methodology resonated with the practitioners, and they were equipped to bring it to fruition.

Strategic Approach

Our approach blended technical expertise with a deep understanding of organizational dynamics. By meticulously crafting a new EA methodology and then ensuring that the practitioners were not just trained but also mentored, we aimed to ensure the seamless integration and execution of the new approach within Texas DPS.

Impact & Outcome

The outcome of our collaboration with Texas DPS was the successful establishment of a new EA Practice. The new methodology, combined with the empowered practitioners, set the stage for Texas DPS to leverage Enterprise Architecture in ways that drive operational excellence and strategic alignment.

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.

Clark County Nevada–Enterprise Architecture

Overview

In an integral collaboration with Clark County Nevada, our consultancy was given the mandate of developing an application rationalization plan for the county’s government agencies. The mission was vast and vital: to methodically document and evaluate all systems, then determine their future pathways based on strategies to Maintain, Enhance, or Retire.

Areas of Strategic Focus

Enterprise Architecture: Central to our engagement was the disciplined study and understanding of the broader Enterprise Architecture. This provided the necessary context and structure for our subsequent evaluations and recommendations.
Application Assessment & Rationalization: Our core task involved an exhaustive documentation and assessment of all operational systems within the county’s government agencies. This enabled us to provide data-driven recommendations for each application’s future trajectory, be it maintenance, enhancement, or retirement.

Challenge

Transitioning IT staff from a decentralized model spread across District Offices into a centralized IT Division presented multifaceted challenges. From maintaining service continuity to ensuring staff adaptation and preserving institutional knowledge, the initiative required a well-orchestrated approach.

Strategic Approach

Our methodology revolved around a comprehensive understanding of Clark County Nevada’s Enterprise Architecture. By meticulously documenting all systems, we were then able to assess their current state, utility, and potential future value. This grounded, structured approach allowed us to make informed recommendations.

Impact & Outcome

The fruits of our collaboration with Clark County Nevada were both clear and impactful. Our completed application rationalization plan recommended the retirement of 28% of the current applications. This stands as a testament to the depth of our assessment and the strategic value our consultancy brought to the table.

TXDOT–IT Center of Excellence

Overview

In a strategic partnership with the Texas Department of Transportation (TXDOT), our consultancy was entrusted with the mission of centralizing IT staff from various District Offices into a unified IT Division. The objective was clear: to enhance operational efficiency, streamline processes, and foster improved IT policy compliance across the department.

Areas of Strategic Focus

Project Management: At the core of our engagement was the adept management of this significant organizational transition, ensuring timelines were adhered to, resources were optimally utilized, and desired outcomes achieved.
Organizational Design: Centralizing IT functions required a meticulous reimagining of the organizational structure. Our focus was on designing an IT division that was both efficient and adaptive to the dynamic needs of TXDOT.
ADKAR Change Management: Recognizing the human element in any organizational shift, we employed the proven ADKAR Change Management framework. This ensured seamless adaptation, minimized resistance, and fostered acceptance among the IT staff transitioning into the centralized division.

Challenge

Transitioning IT staff from a decentralized model spread across District Offices into a centralized IT Division presented multifaceted challenges. From maintaining service continuity to ensuring staff adaptation and preserving institutional knowledge, the initiative required a well-orchestrated approach.

Strategic Approach

Our methodology blended robust project management techniques with a nuanced understanding of organizational design. By mapping out the transition blueprint and leveraging the ADKAR Change Management model, we ensured a transition that was both smooth and aligned with TXDOT’s strategic objectives.

Impact & Outcome

The collaborative endeavor with TXDOT culminated in a successful centralization of the IT staff into a unified IT Division. The fruits of this transition were evident in the enhanced operational efficiency and the marked improvement in IT policy compliance across the department.

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.

Erie Insurance–Customer Data Strategy

Overview

In a collaborative endeavor with Erie Insurance, our consultancy was engaged with a pivotal mission: to devise a strategy that pivots from a traditionally Policy-centric architecture to a more modern, Customer-centric approach. Recognizing the evolving needs of the insurance landscape and the paramount importance of customer experience, our objective was to holistically re-envision Erie Insurance’s customer data strategy.

Areas of Strategic Focus

As-Is Assessments: Our initial endeavor was to comprehensively understand Erie Insurance’s existing policy-centric architecture. This foundational step was pivotal in mapping out the journey ahead.
To-Be Designs: Building on our initial assessments, our next step was to conceptualize the desired customer-centric model, outlining how the new architecture would appear and function.
Target-State Architecture: A crucial part of our strategic formulation was to design the future state of Erie Insurance’s IT and operational landscape, ensuring it was robust, scalable, and geared towards customer-centricity.
Multi-Generational Planning: Recognizing the magnitude of this transformation, we employed multi-generational planning techniques to phase the transformation, ensuring continuity of operations and gradual adaptation.
Stakeholder Analysis: To ensure the proposed changes were in alignment with all stakeholder needs and expectations, we conducted a meticulous stakeholder analysis, gathering insights and feedback to refine our strategy.

Challenge

Pivoting from a traditional policy-centric model to a customer-centric one is no small feat, especially for an established entity like Erie Insurance. The challenge lay in ensuring a seamless transition without disrupting ongoing operations while championing enhanced customer experiences.

Strategic Approach

Our methodology combined a mix of thorough assessments, visionary planning, and stakeholder engagement. By meticulously charting out the current state, envisioning the desired future, and integrating stakeholder feedback, we crafted a roadmap that was both visionary and actionable.

Impact & Outcome

Our strategic collaboration with Erie Insurance has culminated in the adoption of the proposed customer-centric data strategy. The implementation is currently in progress, marking the beginning of Erie Insurance’s journey towards enhanced customer-centricity and operational excellence.

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.