15-MONTH OPEX PROGRAMME TO HELP HOSPITAL BUILD INTERNAL EXPERTISE AND GAIN MASSIVE SAVINGS

Our Client, a leading hospital, faced challenges in cost reduction,
accommodating growth, and improving patient satisfaction (NPS).

Aimed to establish an internal team for operational excellence to reduce
dependence on external consultants

• Diagnostic phase revealed a highly fragmented process with waste and a
  lack of ownership.
• Patterns of errors and delays existed, with root causes unaddressed,
  requiring expert intervention.

• Implemented a 15-month Operational Excellence Transformation Program
  in six phases.
• Redesigned processes through workshops, forming 13 customer-focused teams.
• Embedded quality with standard operating procedures, performance hubs, and team huddles.
• Improved invoicing efficiency and provided problem-solving training for staff.

• Significant capacity creation, ~₹1 Cr savings through process redesign.
• NPS score improved from negative to +24% at project closure.
• Established a team of 12 internal Process Leads and operational experts for
  continuous improvement.