New Zealand Health Group (NZHG) is “New Zealand’s largest nationwide provider of community health, disability and wellbeing group, supporting over 30,000 people to get on with making the most of life in their own homes, communities and work places”(NZHG Website). NZHG has been successful in building capabilities and innovating services to support the community better. These capabilities are sourced from different business lines that work in conjunction to deliver a wide range of healthcare services to clients. A priority for NZHG is to ensure clients are supported in a highly efficient manner with consistent customer experience.
The Challenge
NZHG needed an independent facilitator who could work with a wide range of internal stakeholders to identify opportunities for greater efficiencies. They needed a trusted advisor who could bring the best practices of Lean and IT to define ideal-state processes enabled by technology.
Key Outcomes
Our engagement helped NZHG achieve the following outcomes:
- Conducted current-state assessments across of funder, client and employee journeys.
- Deep-dived into processes across operations, finance and human resources.
- Successfully ran onsite and virtual Lean events with attendees from various locations throughout NZ.
- Measured the cost to serve of processes to prioritise the case of change and improvements.
- Presented assessments in detailed reports for further business casing and solution scoping and designing.
“Working with Zen Consulting was informative as they helped us untangle the complexity in our processes and pinpoint what was really holding us back. Thanks to their skilled facilitation, we brought together stakeholders from across the business, built alignment, and made confident, enterprise-wide investment decisions.” Ramesh Vedachalam (Chief Financial Officer, NZ Health Group).
Our Difference
We provided key differentiators to traditional consulting approaches:
- Pragmatic approach leveraging best practice Lean value stream analysis and mapping.
- Highly engaging workshops using a virtual whiteboard for remote sessions.
- Deep experience with examples from other organisations to provide industry insights.
- Data gathering templates and accelerators to automate Lean analysis.
- Strong focus on stakeholder alignment to support their change journey towards realising improvements.
- Simple, but comprehensive reporting and documentation suitable for executive as well as teams.
Conclusion
We facilitated an approach that successfully generated improvement ideas based on measurable benefits to reduce the cost to serve. This provided our client with a strong case for change to create efficiency and consistency in processes. This was performed in an accelerated timeframe to realise benefits sooner.
If you’re looking for a trusted advisor for process excellence, with a difference, contact us.