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Developing an Industry Standard
Client Situation: The client wanted to make some big changes to reach the corporate goals of improving operations, increasing revenue and improving cash flow. They wanted to streamline operations and develop an industry standard system for financials. They also wanted assistance with transitioning a home-grown location-specific industry application to a large scale commercial off-the-shelf application. The objective was to transition the proprietary stand-alone system to a scalable system that could become the standard in the industry.The Balanced Scorecard
Client Situation: Our client asked Endeavor Management to develop, for the division and for each business unit, business objectives and key measures visibly tied to corporate strategic goals, specifically addressing:- The creation of new opportunities for increasing profitability
- Structure and maintenance of processes which add value to customers in a profitable way for the company
- The ability to track division revenue contributions by business unit (as part of division value chain)
Operational Strategy Design & Rollout (Post Merger)
Client Situation: Our client is part of a leading global pharmaceutical company. The client was facing major changes both externally and internally. After consummating a major merger in a time of industry consolidation and market uncertainty, it became clear that a new operational strategy was called for. Our consultants were asked to work with a senior team to clarify and detail a strategy that could give direction to the many business units/sites around the globe. We then developed a global implementation program to implement the new strategy in the company's plants across eight countries.Reduction of Waiting Time
Client Situation: A medical center was experiencing a 200+ day wait for patients to receive an appointment in the Ophthalmology.Endeavor Management Solution: Endeavor Management was retained to work with an internal staff to organize and structure a Process Improvement Team using Endeavor's leadership, facilitating skills and disciplined approach to process improvement.
An overall assessment was completed to determined areas requiring both immediate and long term changes/improvement and through use of Endeavor's process analysis tools and techniques, benchmarking capabilities, best practice identification. Various processes were analyzed including scheduling, patient flow, physician utilization, ancillary support etc. This resulted in recommending 20 + major recommendations to the Center Director.
Vision and Strategy Realization
Client Situation: Our client was an aerospace and defense systems company who counted on the orders for new systems to keep coming. They spent all their development time and money on a new technology. By 1990, they had dropped from a market share of over 50% to less than 30% – a big drop for a former market leader.The goal was to develop a vision and strategy for the company that would guide it through the year 2000 and beyond. Our client wanted to claim number one in market share in both the commercial and military systems. The vision and strategy process was to be implemented in a highly participative way to ensure organization buy-in and support for all elements of the strategic plan. Our solution aligned processes and organizations to support the direction in the strategic plan and assisted the company in the ongoing monitoring and evaluation of the strategy's effectiveness and implementation.
Post Acquisition Operations Integration
Client Situation: When our client was acquired by an industry leader, part of the integration plan called for the parent company to administer more insurance-funded contracts for our client. In addition, the parent company was planned for transfer–tripling the number of contracts to be processed and serviced. To scale up quickly to handle this increased volume, Endeavor Management was brought in to (1) assess the operations, (2) identify high-potential improvement areas and (3) offer an approach for very quick scalability.Preparing the Business for Software Implementation
Client Situation: Our client was a global energy company among the largest private sector energy corporations in the world, and one of the six supermajors. The client needed a trading system that would support a modern trading operation and provide real-time positions essential for effective trading and risk management. The industry was changing rapidly and advancements were needed to keep pace with the competition. The client operated with a legacy system that provided no visibility into positions, primarily because the majority of the deals were captured on spreadsheets. This client believed that the new trading application would allow for easy deal entry for daily trading, point balancing and term origination.Then new application would improve the effectiveness of the organization by reducing re-work in the front, mid and back offices.Strategic Value and Growth Implementation Planning
Client Situation: Our client was a real estate information, title insurance and transaction management company. However, the client had three business units were either unprofitable or only marginally profitable. Together, these businesses provided diverse products and services related to automated mapping projects and geodetic positioning, geographic information systems, and automation for government recording and registration of real property. Customers include businesses, American county governments, and foreign governments. The president engaged Endeavor Management to determine the real business value of these three entities and, if they were found to be strategically valuable, to determine how to ramp-up and profitably grow these businesses.Patient Charge Capture & Reconciliation Improvement Project
Client Situation: Our hospital client was concerned over the accuracy of patient charges and supporting documentations. The focus of concern was the client's current charge capture process and associated effectiveness. This particular process area had been studied in the past by other consultants and internal groups with little impact or material improvements.Endeavor Management Solution: Endeavor Management was commissioned to work with internal Clinical and Financial Resources to measure the effectiveness of the charge capture process, and to determine potential impact on compliance and various regulatory programs (e.g., Medicare). Additionally, expected financial benefits were developed based on under and overcharge opportunities.With Endeavor's assistance, a cross functional work team "PAS/PFS Redesign Team" was formed to focus on reviewing the statistically generated patient bills, determining the error rate, and developing a root cause analysis. The team developed a detailed spreadsheet tool and used this tool to audit and analyze three (3) major areas:
Customer Strategy Development
Client Situation: Our client was a leading designer, manufacturer and supplier of high precision camera systems, comprised of cameras, lenses and accessories for the motion picture, television series and television commercial markets in North America, Europe and the Asia Pacific region. They were challenged to grow its existing set of offerings to customers in a highly competitive market. We were engaged to assist the client in building a strategy to increase customer loyalty and enhance customer satisfaction throughout its global operations.Business Side Readiness for Data Management Project Implementation
Client Situation: An international oil company recognized that one of its most vital assets was its assets data (e.g., information which supported where and how to drill oil and gas wells). Such data, however, was not managed systematically either from a process, or organization. Some of their most valuable experts spent excessive amounts of time in non productive ways - looking for data, loading and migrating data from one data base to another – rather than having visibility into which data was available, having it accessible at the right time, and spending more time evaluating the data for improved decision making on prospective wells.Hospital Call Center Process Re-Engineering
Client Situation: Our client recognized that the hospital's call center served as the "front door"to services provided. Although very important, the call center process was the source of many complaints from both patients and physicians. Typical issues included: long wait times and issues with information accuracy. Prior consulting studies had identified issues but provide little to no practical solutions. Addition of increased automation,although expensive, had also resulted in little to know improvement.Endeavor Management Solution: Endeavor Management was initially engaged to provide internal process consultants with process analysis training and tools. Following successful training sessions, Endeavor Management was re-engaged to work with internal resources and provide advanced process and data analysis support, project management support and change management as part of the process improvement team. The internal process improvement team worked closely with all layers of the organization. Major improvements were identified by the organization of call center operators into quality improvement teams. The empowerment of staff at all levels was a key element in the ability to not only identify process improvements but implement them with a high degree of individual ownership and success
Business Strategy Transformation
Client Situation: Our client is a privately held investment management firm based in Texas that has operated successfully since it was established in the 1970s. The company provides investment management and related financial services to very wealth clients not just in Texas but also across the United States.Though investment markets and investment clientele have changed dramatically over the thirty years since the founding of the client firm. The company's business model remained virtually the same as it was when first established. Overall investment market value appreciation and associated revenue growth, in the overall bull market since the 1980s, masked our client's increasing internal inefficiency and declining profit margin. Retirement of the founder, whose personality dominated the firm, allowed the company's new generation of leaders the opportunity to reassess and update its business strategy. Endeavor Management was selected to help those new leaders create a more competitive business strategy and to guide them in the transformation of the company.
Developing a Project Management Work Process
Client Situation: A petrochemical company that had a history of capital projects coming in late and over budget and with frequent legal disputes with its contractors asked for our support. They had a cadre of project execution people with a lot of experience, but no particular process for planning and executing projects. Our objective was clear "find a way to have more predictable project performance and more congenial relations with the contractors."Hospital Admission Process Redesign
Client Situation: Admissions were significantly impacted due to accurate information on discharge and bed/room availability. Circumstances frequently occurred when available beds were not identified while patients were waiting assignment; and, at other times, beds that were shown as available had already been assigned and were occupied. The system had degraded to a point where the only reliable means of determining availability was to call the floor.Endeavor Management Solution: Endeavor Management was retained to evaluate the situation and provide recommendations across all related processes to "fix" the admissions process. A vision for how the admission process should work was developed and a facilitated work session was conducted, along with one-on-one interviews to identify the various issues. Five focus areas were identified for which as-is process flows and interfaces were developed. The requirements for each area were identified, work flows defined. Gaps and disconnects were identified, along with information system problems and training issues. Work procedures were dated and frequently did not reflect activities that needed to be completed.
Capitalizing on Voice of the Customer to Create Substantial Growth Opportunities
Client Situation: Our client is the world's leading processor and distributor of motion picture film and the leading global manufacturer of videocassettes, CDs and DVDs.The company is also a leading provider of post production, cinema distribution and digital cinema services. Our client was challenged to integrate multiple global acquisitions and redefine itself in the marketplace from a commodity service provider to a full service value added brand. We were engaged to assist the client in capitalizing on substantial growth opportunities with their strong current and future client base, in particular release printing and digital media value chain services.Gaining Full Business Value from an SAP Implementation
Client Situation: In order to gain full business value from an SAP implementation, the client needed a full suite of skills to include project management, application design development, software configuration, interface development, and system and training documentation development. The project used SAP's ASAP methodology with an ASAP certified project manager and consultants including those from Endeavor Management.The scope of this project included more than 100,000 active employees (45,000+ on Human Resources (HR) only with 55,000+ on HR and Payroll). Also included in scope are over 300 wage types, 30 benefit plans, over 100,000 positions, over 3,800 jobs, and numerous interfaces. Interfaces were created to the State's current financial system, group benefits and various universities' human resources systems.
Business Transformation
INTTRA is the leading e-commerce solution for ocean carriers and their customers around the world. Operating from corporate headquarters in Parsippany, New Jersey, the company has a global presence with offices in North America, South America, Europe, Asia, and Africa. More than 10 percent of the world's container shipments are processed through the INTTRA e-commerce portal.Client Situation:
INTTRA's core business has grown at an average rate of more than 6% a month in the past five years and continues to be a growth engine. As part of INTTRA's next phase of growth, the management team developed a strategy to expand its products and services and enter new markets. To make the transition to this next phase, the management team recognized the benefit and expertise professional business transformation consultants could provide to assist with the organizational planning and implementation of new processes.
Customer Value Generation
Client Situation:As a global manufacturer of pharmaceutical products researching both medicines and vaccines, this market leader has an estimated seven per cent of the world's pharmaceutical market. Focusing on the growing market in vaccines is a priority for our client. The challenge is building a customer focused organization for this primarily business to business environment. We were engaged to assist the client in gaining a deep understanding of their customers and internal practices to optimize their ability to grow their strong current and future customer base.
Developing a Capital Program Set of Processes
Client Situation: The client was a North American refining company with a history of executing multiple small projects designed simply to keep their facilities running. Following their acquisition by a company that had more ambitious expansion plans, they sought our assistance in developing a robust project management system to handle the more complex projects in their long range plan.Strategic Transformation
Client Situation: Our client was a major regional retailer who encountered significant new business threats when an international, well known retail competitor expanded its market into the region. Buoyed by the appeal of "one-stop" shopping and store proximity, the business threat to market share and revenue impact was real and significant.To stave off this threat and achieve other operational benefits, the company undertook a massive reengineering project driven by a complete change of core operational systems. The scope comprised the reengineering of core business processes,modernization of critical business technology and the redesign of the store organization and culture. Core business processes evaluated and reengineered included product development, facility design, supply chain management, and merchandising, as well as enabling processes for human resources, finance and administration, and information technology.
Building a Customer Focused Organization
Client Situation: As a global manufacturer of pharmaceutical products researching both medicines and vaccines, this market leader has an estimated seven per cent of the world's pharmaceutical market. Focusing on the growing market in vaccines is a priority for our client. The challenge is building a customer focused organization for this primarily business to business environment. We were engaged to assist the client in gaining a deep understanding of their customers and internal practices to optimize their ability to grow their strong current and future customer base.Endeavor Management Solution:
Our flexible, state-of-the-art approach to customer analysis was tailored to incorporate both contemporary research on buying influences and leading practices regarding "voice of the customer" activity and customer focused organization design principles. Our objectives included: assessing how well the client collects, uses and integrated the Voice of the Customer into their business, providing the client with a suggested strategy for improvement and determining appropriate organizational changes to meet the expectations of their customers.
Business Process Reengineering and Systems Implementation
Client Situation: Faced with undefined business processes impacting the operational efficiency of inter-related business units, the client retained Endeavor Management to evaluate and re-engineer one of their more critical business processes. As a result of this effort, significant understanding and improvement was achieved in this business area with approximately 80 percent of the identified issues resolved.With annual revenues in excess of $30 billion, this E&P company had grown from a small local business into an international enterprise consisting of various related, but independent business units. Depending on location,the oil & gas properties were owned by one of the individual companies, but development and operating agreements would typically exist across several of the business units. In addition, joint operating agreements would routinely exist with other third parties.
Design and Implementation of the Perioperative Enterprise
Client Situation: The Chief Physician recognized the need to improve and smooth out operations within the Perioperative Enterprise (POE) consisting of 40 operating rooms, 150 surgeons, and several hundred nurses.Endeavor Management Solution: An Endeavor Management team working with the Chief Physician and across the Surgery Division, the Seven Surgery Departments and the Department of Anesthesia and Pain Management to define a new vision, conduct process analysis and implement new processes, modify the organization structure, and establish/revise working procedures. Using our change management and communication planning techniques, Endeavor Management facilitated the implementation of the new structure and processes. All key players were enlisted, with a high degree of collaboration. The effort was completed in an approximate 4 month period.