Carpédia International Ltd. Performance Excellence Approach Blake McDonell Sr, Director, Operations [email protected] c. (416) 705-3846 David Rubenstein Partner [email protected] c. (416) 524-9586 Copyright © 2008. All Rights Reserved. Carpédia – Who we are: Carpédia helps companies implement changes that improve their operational and financial performance without the need for capital expenditure • Over 400 successful projects since 1994 • Multi-industry experience including; Hospitality, Healthcare, Manufacturing, Retail, Energy, Logistics, Insurance • Clients include: Yale New Haven Health Network, Bloomsburg Hospital, Ritz Carlton, New York Presbyterian Hospital, Yale Center for Clinical Investigation, Hospital For Special Surgery (HSS), Manulife Financial, MGM Grand, Mandarin Oriental, Medical Resources, Constellation, H.J. Heinz • Offices in New York, Chicago, Toronto, Houston Copyright © 2008. All Rights Reserved. 98% of Clients are ongoing references 93% of Projects meet or exceed targets Better than 3:1 ROI Carpédia - How our clients work with us: Most client relationships go through three basic phases 1 2 3 Needs Identification Opportunity Analysis Project Delivery Understand your environment and current situation Performed with little investment from you Observation based analysis and change recommendations Determine your key objectives and decision process Deliver proof of claim with detailed assessment of opportunity Implementation execution Match Carpédia capabilities, approach, and experience Deliver project design, resource needs and cash flow Copyright © 2008. All Rights Reserved. Results measurement and sustainability Implementation planning, coaching Carpédia’s approach aligns with organization’s key objectives and their critical success factors Our methodology is based on addressing processes, management systems and organizational behaviors concurrently to ensure sustainable performance improvement Process Service Product Quality System Behavior Copyright © 2008. All Rights Reserved. Notes Process refers to the operational procedures and methods employed System refers to management systems that are used to plan, schedule, execute and measure performance Behavior refers to the mindsets and behaviors of managers and staff Each element is reinforcing Process problems are most easily observed Patient Accrual Patient Scheduling Manage Diagnosis & Treatment Accrue Patients Inaccurate / missing information Establish Treatment Schedule Patient cancellations Begin Treatment Poor communication Assess Treatment Outcomes Lack of role clarity Follow-on Studies Principal Investigator Lack Visibility Deliver Treatment Support Personnel Slow response Trial Support Copyright © 2008. All Rights Reserved. Poor coordination System problems are more difficult Plan Identify clear strategy Define requirements through budgets Accurate Forecast & Resource Planning Tools Execute Schedule equipment, staff, and material resources Follow up schedule with regular frequency Measure Daily Operational Reporting Weekly Management Reporting Monthly Financial Reporting Copyright © 2008. All Rights Reserved. Behavior problems are the most difficult 11 22 33 Trigger Behavior Behavior Consequence Copyright © 2008. All Rights Reserved. Manager’s perceptions are often not very accurate Perceived Managing Training Actual Admin Direct work Fire-fighting Copyright © 2008. All Rights Reserved. Carpédia – Performance Excellence Project Approach: INVOLVEMENT We work side-by-side with our clients at the point of execution, coaching and training, to ensure changes are implemented and sustainable Carpedia involvement Target Design Profit Driver Identify strategic gaps Establish requirements Develop Design process changes Design system: Problem solving and decision making Focus Align requirements & consequences Prototype changes Train management and staff Install Install new methods Install new tools Install new behaviours Install new skills Management involvement TIME Copyright © 2008. All Rights Reserved. Sustain Improve systems Modify processes Update Performance Plans Carpédia – Performance Excellence “Application Tips” • Involve employees • Focus on constraint Process • Eliminate work-arounds • Establish standards • Perform timely follow-up • Measure key performance indicators System Behavior • Engage all levels • Align rewards • Manage perceptions Copyright © 2008. All Rights Reserved. A sampling of Carpédia’s diverse client base Copyright © 2008. All Rights Reserved.