Over the years, challenging market conditions have eroded revenues for hospitals. Intense competition from established rivals, new market entrants and small specialised hospitals has further increased pressure on margins. Our client needed to transform their approach to customer acquisition, retention and management to differentiate their proposition in the marketplace and increase their operational efficiency and profitability.
The challenges for them were identifying performance issues quickly and cost effectively, removing barriers to effective working, gaining support for business transformation from all key decision makers and agreeing an appropriate course of action, and designing and deploying a target operating model that could enhance client satisfaction and profitability. In order to achieve these, we developed and executed an organisational improvement plan that ensured roles and responsibilities were clearly defined, the right combination of skills was available to deliver excellent solutions and achieve sustainable performance.
Our client’s processes are now leaner, faster, more effective and more efficient. Client satisfaction increased dramatically, stronger and more profitable relationships emerged with existing clients while a number of new accounts were acquired. By implementing a business model that maximises the companies value proposition, our client is moving the industry forward. At all stages of the project Atunda engaged with stakeholders across the business to manage conflicting opinions and drive positive change.
