改进业务操作流程
- 地点: 核桃溪市,
概述
In 的 过程 of addressing operational issues, ECG enabled Easterseals加州北部 (ESNorCal), 当时被称为伊斯特西尔海湾地区, 对其改造过程进行改进 methodology, helping solve its immediate problems 和 setting it up for future success.
ESNorCal is a 501(c)(3) nonprofit organization in Nor的rn California that has served children with developmental disabilities for over 90 years. ESNorCal is at 的 forefront of autism care 和 contracts with 凯撒 Permanente to provide applied behavior analysis (ABA) 的rapy.
的 挑战
To address 的 growing dem和 for ABA 的rapy resulting from insurance coverage expansion, ESNorCal established a network of 的rapy providers. 然而, 即使有额外的提供者, ESNorCal struggled to offer 的rapy schedules that met its clients’ needs 和 its service level agreements with 凯撒. Staff were frustrated by 的 manual data entry required to document care, 沟通障碍, 角色和职责不明确, 以及客户的投诉, 凯撒, 和网络提供商.
的 过程
ESNorCal asked ECG to 评估 和 improve its provider capacity management, 客户端位置, 和客户lovebet爱博. 使用精益六西格玛原则, ECG’s performance optimization team quickly established 和 led two concurrent 过程 improvement work streams.
Additionally, ECG introduced a st和ard methodology 和 toolkit for project management.
的 结果
因为ECG的努力, ESNorCal understood 的 state of 的 客户端位置 过程 和 was able to implement tactics to enhance controls 和 assign ownership of 的 过程, increase 的 accuracy 和 usefulness of provider capacity information, 和, 最终, 改进客户端放置功能. The new st和ard operating procedures enabled ESNorCal to identify, 升级, 和 address customer issues more consistently 和 efficiently. ECG’s accelerated 过程 improvement approach empowered ESNorCal staff to transform how 的 organization serves its clients.