The Problem
# A Digital Transformation Uncovers a Need for Operational Efficiency
Amid an enterprise-wide digital transformation, a national healthcare provider needed to develop and deploy digital products to their contact center more effectively. The product development process spanned multiple teams from different business segments across the enterprise, and there was uneven familiarity with Agile working patterns throughout. Propeller took on the challenge of designing a new operating model for the contact center to help them work more effectively with enterprise teams and smoothly coordinate their work to put new products into operation.
Our Approach
# A Custom, Scalable Operating Model to Address Organizational Challenges
Drawing on employee research, visioning sessions, and operating model best practices, the Propeller team delivered a customized operating model that met the client’s unique organizational challenges. Scaled for the contact center, the operating model included a new team structure, new role descriptions to optimize effectiveness, a new process map to align teams across the enterprise, and a work breakdown with roles and responsibilities to drive accountability. The team also provided a comprehensive implementation roadmap to guide an employee engagement plan and resources to help team members adopt Agile working patterns.
# Services Provided
- Agile Methodology
- Stakeholder Engagement
- Organizational Effectiveness
- New Process Development
- Operating Model Redesign
- Strategic Vision Workshop
Value Delivered
# Improving Operational Effectiveness
We quickly analyzed a complex organizational problem and devised a concrete plan to improve effectiveness within the client business segment and the entire enterprise. We built optimism for new solutions through two successful workshops and provided six customized tools to support implementation. The process documents coordinated work for the entire product development cycle, including over 60 tasks across 8 teams. Executive leadership was enthusiastic about using their new operating model as an example of how other business areas could improve operations.
