07Healthcare / Operations
Process Improvement Initiative
Reduced turnaround times and lifted compliance through targeted process redesign.
Role
Project Manager
Duration
8 months
Sector
Healthcare / Operations
The Problem
A core intake-to-service process had grown to 17 hand-offs with unclear ownership, driving long turnaround times and inconsistent compliance.
Approach & Methodology
- 01Ran current-state process mapping with frontline staff and supervisors
- 02Identified rework loops, redundant approvals, and missing decision rights
- 03Designed a future-state process with clear ownership and SLAs at each step
- 04Piloted in one unit before phased rollout with KPI tracking
Stakeholders
- ✦Operations directors
- ✦Frontline staff and supervisors
- ✦Compliance and quality
Risks Managed
- !Pilot results not generalizing across units
- !Change fatigue from prior failed initiatives
Measurable Outcomes
↓ 38%
Avg. turnaround time
↑ from 78% to 96%
Compliance rate
↓ 17 → 9
Hand-offs in process
Tools & Systems
VisioExcelSmartSheetPowerBI