National Health Service
Challenge
UK National Health Service asked us to lead a 15-month program of transformation activity and build internal capability to continue with the program.
Objectives:
The client needed to reduce costs, create capacity for growth and greatly improve customer satisfaction measured through Net Promoter Score (NPS).
Solution:
We led a blended team throughout engagement, building capability throughout and we were fully accountable for financial results of program.
Results:
Capacity of over 300 FTE created through fundamental process redesign, reorganization and through better operations management and control, cashable savings equivalent to over £4m. Overall NPS improved significantly from a heavy minus score to +24% (at time of project closure). Over 100 people accredited at various levels of Lean Competency System. A team of 12 internal lean experts were built over time to continue with great work.