Process Improvement


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Driving Cost Reduction and Enhancing Quality Through Centralization [ Download PDF ]

One of the largest cable advertising firms was experiencing declining revenues and needed to transform their overall operating structure to lower the "cost-to-serve" model without impacting quality. The core operations (Order Entry, Fulfillment, Billing, AR, IT support and Engineering) were dispersed over 22 market locations and provided platform redundancy, process disparity, inconsistent customer experience and an inflated cost structure.

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Driving Cost Reduction and Enhancing Quality Through Centralization [ Download PDF ]

One of the largest cable advertising firms was experiencing declining revenues and needed to transform their overall operating structure to lower the "cost-to-serve" model without impacting quality. The core operations (Order Entry, Fulfillment, Billing, AR, IT support and Engineering) were dispersed over 22 market locations and provided platform redundancy, process disparity, inconsistent customer experience and an inflated cost structure.

Engagement Scope
The Innovar team performed an initial Assessment and provided a recommendation, prioritized roadmap and high level business case. The team performed a current state assessment of all functions and designed a detailed future state operating model that provided sustainable cost reductions without compromising quality of service. Future state design was translated into a detailed and iterative development and execution plan in order to realize cost savings as quickly as possible. The timeframe from Assessment to full Transition was approximately 13 months.

  • Centralized Order Fulfillment functions and reduced headcount by over 55%
  • Centralized AR functions and reduced headcount by over 25%
  • Centralized company specific IT support and outsourced remaining IT and Engineering functions resulting in an overall headcount reduction of over 55%
  • Outsourced Billing functions and reduced headcount by over 20%

Result
The Innovar team centralized over 20 disparate operating markets within a corporate culture that had never performed centralization or large scale business transformation before. The combined Innovar and client team significantly reduced costs while enhancing quality and developing a consistent customer experience.

  • Delivered sustainable annualized cost savings over $8M
  • Built a centralized operations center that provided a high quality and consistent customer experience
  • Developed a consolidated and integrated technology platform that was easier and more cost effective to maintain

Innovar Differentiators
Centralization Experience — The ability to blend strong project management understanding with deep experience of centralized operations at multiple clients enabled an enhanced outcome with less risk for our client. There is no substitute for real-world experience.

Cross-Functional Integration — The engagement required that multiple functional areas with different processes and technology be centralized. Innovar provided program and project leadership, designed future state processes, developed the detailed transition plan and led the transition to the centralized environment.

Execution Discipline — Innovar coupled our proven methodology with industry standards for this complex and large-scale initiative to execute a detailed plan ensuring our client experienced no surprises and achieved expected results.

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Process for Improvement graphic

ITSM Operational Improvement [ Download PDF ]

One of the largest providers of energy infrastructure in North America was looking to streamline IT operational processes for improved efficiencies and enhanced reporting. The team received work from multiple sources and utilized several systems to submit and track IT-related work requests resulting in non-standardized, redundant processes that were difficult to prioritize and measure...

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ITSM Operational Improvement [ Download PDF ]

One of the largest providers of energy infrastructure in North America was looking to streamline IT operational processes for improved efficiencies and enhanced reporting. The team received work from multiple sources and utilized several systems to submit and track IT-related work requests resulting in non-standardized, redundant processes that were difficult to prioritize and measure.

The overall goals of the project were to:

  • Create and implement consistent, repeatable processes
  • Support the transition to the ITIL framework with the roll-out of a standardized ITIL tool
  • Provide formalized training and materials to facilitate ITIL process and tool adoption

Engagement Scope
Innovar reviewed and documented the current state processes to identify challenges and opportunities for improvement that would simplify processes and provide easy insight into workload volumes. Using Innovar's Business Process Management (BPM) approach, a small, experienced team performed a moderate level assessment in an expedited timeframe and categorized the pain points for translation into opportunities.

With the transition to a new ITIL-based tool fast approaching, the Innovar team leveraged the current state process findings and focused their support to create standardized processes and training materials.

Through this project, Innovar was able to:

  • Examine key current state processes in the IT work request and issue-reporting processes
  • Identify over 60 challenges for process refinement
  • Create standardized processes and training materials to support the ITIL tool roll-out
  • Perform process-based test scenarios for UAT to identify tool issues and devise the best approach for training material creation
  • Execute training and provide post-launch support to facilitate quick adoption of the processes and tool

Result
By partnering key client resources with Innovar's experienced professionals, the team achieved their targeted success factors in an accelerated 4 month timeframe:

  • Implemented new tool to support ITIL foundation
  • Standardized processes implemented, trained and supported to expedite usage and comprehension
  • Consolidated tool usage to one tool to drive consistent use, workload assessment and metrics

Innovar Differentiators
Lasting Improvements That Make A Difference — A consulting firm may save a partner money and increase efficiency over the short term, but Innovar develops plans and techniques that deliver lasting improvements that create value for both the short and long term.

Experience — Innovar's team brings a wealth of practical experience and provides real world solutions that can be implemented within realistic timeline and budget guidelines. Innovar team members average 15 years of operational experience in their areas of expertise.

Cost Effective — Innovar provides business consulting services for less than the competition while offering a superior quality of work and a highly experienced team of professionals.

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Portfolio and Project Leadership


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Sustainable Improvement and Value Creation [ Download PDF ]

The 14th largest wireline communications provider in the nation, based in Texas, was looking to dramatically increase its value by implementing significant improvements in eighteen months. The company had multiple operation centers, redundant processes and systems, declining revenue and a leadership team needing assistance identifying, prioritizing and implementing the right opportunities to maximize value.

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Sustainable Improvement and Value Creation [ Download PDF ]

The 14th largest wireline communications provider in the nation, based in Texas, was looking to dramatically increase its value by implementing significant improvements in eighteen months. The company had multiple operation centers, redundant processes and systems, declining revenue and a leadership team needing assistance identifying, prioritizing and implementing the right opportunities to maximize value.

The overall goal was to significantly increase the company's value and obtain a superior purchase price within a short period of time.

Engagement Scope
Innovar was given the unique opportunity to explore every aspect of the business. A relatively small, experienced team performed a quick holistic assessment to identify opportunities for improvement. Each improvement opportunity was prioritized based on financial impact, delivery timeline and overall change capacity. Once approval was received, a delivery team quickly began the process of implementation, leveraging Innovar's execution discipline and delivery framework.

With this project, Innovar was able to:

  • Examine every core "quote to cash" process within the business, discovering opportunities to reduce costs and increase revenue while maintaining superior service quality
  • Assess all support and planning functions such as HR, IT and supply chain management
  • Identify over 150 opportunities for significant cost reduction or revenue generation
  • Prioritize improvement opportunities to maximize value within 18 month period
  • Implement a repeatable approach to quickly prioritize, approve, staff and implement improvements

Result
Innovar's experienced team of professionals achieved dramatic results. Over the short 18 month period, Innovar:

  • Consolidated four operation centers into one centralized shared services environment
  • Increased cash flow by 44%
  • Decreased cost per call within the call center by 42%
  • Increased revenue by $3M per year through revenue assurance and targeted product marketing campaigns
  • Shortened fulfillment cycle time by 83% while increasing revenue within various project lines
  • Helped the company to achieve a purchase price that was 2.5 time greater than expected

Innovar Differentiators
Lasting Improvements That Make a Difference — A consulting firm may save a partner money and increase efficiency over the short term, but Innovar develops plans and techniques that deliver lasting improvements that create value for both the short and long term.

Experience — Innovar's team brings a wealth of practical experience and provides real world solutions that can be implemented within realistic timeline and budget guidelines. Innovar team members average 15 years of operational experience in their areas of expertise.

Cost Effective — Innovar provides business consulting services for less than the competition while offering a superior quality of work and a highly experienced team of professionals.

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Contact Center Optimization


Call Center Photo

Contact Center Process and Technology Transformation [ Download PDF ]

A large rural wireless communications provider based in Oklahoma was focused on upgrading their voice platform within the corporate and contact center locations, significantly reducing costs within the contact center environment and improving the overall experience they delivered to their customers. The company had multiple contact centers with equipment that was nearing end of life from Nortel and ...

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Contact Center Process and Technology Transformation [ Download PDF ]

A large rural wireless communications provider based in Oklahoma was focused on upgrading their voice platform within the corporate and contact center locations, significantly reducing costs within the contact center environment and improving the overall experience they delivered to their customers. The company had multiple contact centers with equipment that was nearing end of life from Nortel and was needing to upgrade to a VoIP platform within nine months without any disruption to service. In addition to the voice platform upgrade, the company was looking to significantly reduce the operating costs within all of their contact centers and, at the same time, improve the customer experience and quality of service delivered by the customer care group.

Engagement Scope
The Innovar team performed a current state assessment of the voice platform and the overall contact center operational performance. In regards to the voice platform, Innovar developed the RFP, developed objective evaluation criteria for vendor selection, narrowed scope of potential vendors, negotiated the final agreement and developed the detailed implementation plan for deployment. For the contact center operational improvement, Innovar developed a prioritized improvement roadmap that would reduce overall contact volume through increased call deflection, reduce AHT through increased efficiency such as improved knowledge management and workforce management and improve quality of service through post call survey analysis and quality scoring enhancements. With this project, Innovar was able to:

  • Identify and prioritize over 25 improvement opportunities across the contact center environment
  • Select and implement a new WFM tool that enhanced productivity and reduced operational costs
  • Select and deploy a new knowledge management tool that reduced AHT
  • Re-engineer the Quality Program to increase customer satisfaction scores and representative feedback
  • Select a VoIP platform that met all requirements and develop a detailed deployment roadmap

Result
Innovar's experienced team of professionals achieved dramatic results within the contact center and corporate operational areas.

  • Decreased cost per call within the call center by 20%
  • Enhanced customer satisfaction scores by 15%
  • Designed and implemented a new Knowledge Management solution
  • Developed detailed deployment roadmap for new Cisco VoIP platform

Innovar Differentiators
Sustainable Results — Our team develops practical solutions delivered in quick-hit phases that bring lasting improvements creating value for both the short and long term.

Experience — Innovar's team included contact center thought leaders and operational experts that quickly developed solutions customized to our client's specific needs. Innovar team members average 15 years of operational experience in their areas of expertise.

Cost Effective — Innovar provides business consulting services for less than the competition while offering a superior quality of work and a highly experienced team of professionals.

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Health Care Optimization


Process for Improvement graphic

Organizational, Process and Technology Re-engineering in a Health Care Environment [ Download PDF ]

A large managed healthcare company needed to prepare for their Annual Election Period (AEP). The company needed new processes implemented and deployment of three new custom IT systems across multiple BPOs. Additionally, the company needed to create new SLA and management reporting and establish several new data interfaces between 1) the BPOs and 2) the company's IT and BPOs. In order to reduce costs, the company needed to reduce their Toll Free Numbers (TFNs) from 3500 to less than 800...

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Organizational, Process and Technology Re-engineering in a Health Care Environment [ Download PDF ]

A large managed healthcare company needed to prepare for their Annual Election Period (AEP). The company needed new processes implemented and deployment of three new custom IT systems across multiple BPOs. Additionally, the company needed to create new SLA and management reporting and establish several new data interfaces between 1) the BPOs and 2) the company's IT and BPOs. In order to reduce costs, the company needed to reduce their Toll Free Numbers (TFNs) from 3500 to less than 800. The company had to be prepared for AEP and ensure processes were in place to adhere to Centers for Medicare and Medicaid Services (CMS) policies and guidelines in a short timeframe.

Engagement Scope
Innovar was provided with the opportunity to drive the AEP preparation. A relatively small, highly experienced Innovar team performed rapid information gathering to create a department roadmap and implementation plan. The roadmap included Objectives and Strategies, Risks and Dependencies, Staffing Ramp Plan, Training Schedule, Overall Project Timeline and Critical Path Activities. Innovar facilitated requirements definition for implementation of SLA and management reporting. In order to reduce the number of TFNs, Innovar developed and implemented methods and procedures to reduce the number of TFNs and provide a sustainable process to ensure ongoing efficiency and effectiveness. For the three new custom IT systems, Innovar partnered with the company's IT department and BPOs to gather requirements, provide user acceptance testing and ensure implementation at the BPO sites with minimal issues. Innovar provided a framework to track modifications to scripts to ensure adherence to CMS policies and guidelines.

Innovar was able to:

  • Gather information and create an effective department roadmap
  • Develop and execute an AEP readiness implementation plan
  • Gather reporting requirements and ensure quality implementation
  • Establish sustainable processes to ensure reduction of the number of TFNs and ongoing effective utilization of TFNs
  • Define and facilitate the process for user testing and implementation of the three custom IT systems

Result

  • BPO call centers were prepared for AEP two weeks early
  • TFN reduction from 3200 to less than 800 provided needed cost savings
  • The custom IT systems were implemented on time and within budget
  • CMS provided positive feedback to the company regarding adherence to policies and guidelines
  • Department roadmap provided a means of effectively communicating Objectives, Strategies and Implementation Plans to the staff and Executive team
  • Reporting implementation provided the Executive team with information to make timely decisions

Innovar Differentiators
Cross-Functional Experience — With Innovar's highly experienced and diversified team, we are able to bring technical requirements and business requirements together to create a roadmap that adheres to the overall company goals.

Understanding Industry Standards — Our team understands what is required in the health care industry and ensured that our client met and exceeded the standards and requirements as outlined by CMS.

Cost Savings — Knowing how to streamline efforts within an organization is the key to success. The Innovar team assessed our client's current processes and developed a plan to reduce costs and raise efficiencies while meeting their goal of TFN reduction.

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Outsourcing and Transition Readiness in a Health Care Environment [ Download PDF ]

A Fortune 500 managed healthcare company was looking to transition call center functions to multiple geographically dispersed BPOs within a four month timeframe. The company needed program and project management expertise to manage BPO transition activities, create and drive detailed project plans, track and drive issue resolution, oversee development of training materials, develop and execute training...

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Outsourcing and Transition Readiness in a Health Care Environment [ Download PDF ]

A Fortune 500 managed healthcare company was looking to transition call center functions to multiple geographically dispersed BPOs within a four month timeframe. The company needed program and project management expertise to manage BPO transition activities, create and drive detailed project plans, track and drive issue resolution, oversee development of training materials, develop and execute training plans and ensure adherence to Centers for Medicare and Medicaid Services (CMS) processes and procedures. Additionally, the company needed to establish a special services call center within a two week timeframe at one of the BPO sites.

Engagement Scope
The Innovar team quickly performed an assessment to determine the critical path program and project activities to be executed. In a short timeframe, Innovar established overall project direction, created issues logs, and developed detailed project plans, training roadmaps, and communication plans. Innovar also established methods and procedures to provide a framework in support of adherence to CMS regulations and guidelines.

Innovar was able to:

  • Create communication plans to allow the Client to effectively communicate across multiple vendors and internal departments – Sales, Marketing, IT, etc.
  • Create and drive detailed project plans ensuring timely transition with a highly aggressive timeline
  • Develop and execute a training roadmap providing a high level of quality within the BPO staff
  • Establish processes to ensure call center adherence to CMS regulations and guidelines
  • Develop and drive a project plan for rapid deployment of a special services call center

Result

  • Successfully transitioned services to BPOs on time and under the established budget
  • A high level of quality was established across BPO call center staff through the training roadmap and materials
  • BPO call centers were compliant with CMS regulations and guidelines
  • Unprecedented establishment of the special services call center within the two week timeframe

Innovar Differentiators
Project Management Expertise — Our team brought tested and proven project management methodologies to this engagement to ensure the client had clear direction, along with necessary training and communication, while meeting all necessary CMS processes and procedures.

Rapid Deployment — Because Innovar has a team with a combined 20+ years of experience in the industry, we were able to establish the special services call center within the client's two week timeframe. Our methodologies and procedures allowed for this rapid establishment without needing time to "ramp up".

Cross-Site Training — When call center functions are spread across multiple locations, a training roadmap is essential. The project team was able to deliver an effective training program that ensured a high quality of customer service across all call center locations.

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Advertising Operations Optimization


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Process Standardization in a Decentralized Environment [ Download PDF ]

One of the largest cable advertising firms sought to move over 20 geographically disperse markets to a common sales order process and implement and train over 1000 users on the new custom application.

The overall goal was to standardize the critical components of the sales process to enable future integration and centralization.

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Process Standardization in a Decentralized Environment [ Download PDF ]

One of the largest cable advertising firms sought to move over 20 geographically disperse markets to a common sales order process and implement and train over 1000 users on the new custom application.

The overall goal was to standardize the critical components of the sales process to enable future integration and centralization.

Engagement Scope
Innovar was engaged to assess, design, implement, and support a large effort that effectively changed the way the company performed all sales order processes that drove the majority of revenue through the company. Major Innovar responsibilities included:

  • Provide project leadership and management
  • Provide strategic recommendations and implementation of enhanced business processes
  • Develop and implement process and technology change management in over 20 markets
  • Deploy common technology platform in all markets
  • Ensure local market dynamics were considered when developing and deploying solutions

Result
At the time, this was the largest, most successful standardized process and technology deployment in the history of the company. The project was not only an overall success meeting all project goals, but did not experience any slippage on the initial timeline over a 10 month period. At times when a project experiences no timeline slippage, it is easy to assume that the plan was not aggressive enough but not in this case. The technology vendor believed this to be the fastest deployment ever for a large, nationwide change effort for their customized product.

Innovar Differentiators
Planning — Along with our client, we spent time on the front-end of the project laying out the entire project plan, receiving executive buy-in, and allocating Innovar and client resources to the delivery team.

Project Communication — Within this company, standardization was a very delicate subject as the markets maintained significant autonomy from the corporate office. The project team worked diligently to ensure every aspect and benefit to the market of the new tools and processes was communicated to the local GMs and then to all employees. The communication plan involved multiple emails, presentations, and individual phone conversations prior to our team arriving in the field. This proactive communication laid the groundwork for successful change management trainings and implementations.

Execution Discipline — A good implementation and communication plan is only successful when the team in the field can execute at a high-level. The project team managed by Innovar and comprised of both our resources and client resources met every deadline, achieved all goals, and received high marks from the field GMs who ultimately had to live with the new processes and technology. This is largely attributable to our experience in these types of projects. Our most junior team-member had over 10 years of experience. We bring professionals to deliver, not learn on your dime.

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Leadership and Strategy


Leadership/Teamwork Crossroads Photo

Developing a Focused and High Performance Team [ Download PDF ]

The 3rd largest Multi-Service Provider in the country was seeking to develop a strategy session that was both a team building opportunity and a way to determine the direction of the business operations team. The MSO needed a way to review all of the projects being submitted through for evaluation, prioritize, determine what was feasible and what were the right opportunities to be assigning resources...

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Developing a Focused and High Performance Team [ Download PDF ]

The 3rd largest Multi-Service Provider in the country was seeking to develop a strategy session that was both a team building opportunity and a way to determine the direction of the business operations team. The MSO needed a way to review all of the projects being submitted through for evaluation, prioritize, determine what was feasible and what were the right opportunities to be assigning resources. The overall goal was to determine the coming years strategy roadmap through team building and providing a venue to communicate the groups direction to the rest of the organization.

Engagement Scope
Innovar Solutions was given the opportunity to develop a strategy alignment and team building session for the business operations of the organization. An experienced team performed a quick holistic assessment to identify the right approach for developing the company's roadmap and motivating individuals through team building activities.

Within this session, Innovar was able to:

  • Engage and attain each operations team-members feedback on the upcoming projects
  • Developed strong bonds and mutual respect amongst team members through team building activities that challenged the team both physically and mentally
  • Align the projects with the overall company goals and objectives
  • Institute a repeatable and sustainable process for determining enterprise-wide projects and prioritization
  • Provided transparency to the organization with clear direction of the coming years strategic initiatives
  • Spawned the need to develop an internal PMO and Change Management foundation

Result
Innovar's experienced team of professionals achieved dramatic results. Over the short 18 month period, Innovar:

  • Vision, Objectives and Goals were aligned
  • Projects were prioritized and communicated across the organization
  • PMO process and standardization was implemented
  • A change management foundation was developed
  • Clear understanding of resource allocation and organizations capabilities
  • Overall increase in successful project completion
  • Instilled Gate review process that allowed organization to be nimble and change direction based on business drivers
  • A rapid assessment process was developed for initiatives being introduced throughout the year

Innovar Differentiators
Sustainable Results — Our team develops practical solutions delivered in quick-hit phases that bring lasting improvements creating value for both the short and long term.

Experience — Innovar's team is well versed in performance and thought leadership. Innovar team members average 15 years of operational experience in their areas of expertise and specialize in developing solutions customized to our client's specific needs.

Pragmatic Leadership — Innovar understands the ever-changing business landscape and demands and is able to balance both context and efficiency to align long-term strategy and short term tactical solutions with overarching visions. Our team takes real-world experience and applies key learning's to all of our consulting solutions.

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