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Healthcare provider network: Accenture Strategy keeps a transformation program on track

Accenture Change Tracking helped plan interventions to support a successful change program.

Overview

A US-based healthcare provider that had grown through acquisitions found that critical business functions and processes were being performed inconsistently and inefficiently across its network of hospitals. Accenture collaborated with the provider to diagnose its existing processes and structures, identifying millions of dollars in potential savings and efficiencies.

As a first step in an overall transformation of its support services, the provider decided to move to a shared services approach for functions including HR, supply chain and finance. In addition to managing the implementation with the provider, Accenture also oversaw the organizational change dimensions of the program. Using Accenture Change Tracking, an analytical system that tracks an organization’s response to changes in the business environment, the program team was able to identify areas of concern from an organizational perspective and take steps to address those concerns.

Because the shared services implementation was rolled out so broadly across the hospital network and so quickly—within 18 months—Change Tracking was a critical capability in keeping the shared services transformation on course to deliver on its business case, saving the provider millions of dollars on a recurring basis.

DOWNLOAD HEALTHCARE PROVIDER NETWORK: ACCENTURE STRATEGY KEEPS A TRANSFORMATION PROGRAM ON TRACK [PDF]

Opportunity

This healthcare provider network was looking to improve cost management for its support functions and processes, enabling greater focus on its primary clinical mission. The company had experienced impressive growth through acquisition over the last decade, yet this had resulted in redundancies and overspending in support functions. Different hospitals in the network were performing key business processes and functions such as HR, finance and supply chain in different ways with multiple vendors. The provider realized it had significant potential to drive savings and efficiencies.

Outcomes

Following an initial diagnostic and business case, Accenture and the client agreed to focus first on creating a shared services capability involving several core functions.

The move to shared services had an enormous impact on the company’s people. To help manage this organizational change, the team used Accenture Change Tracking, an analytical system that tracks an organization’s response to changes in the business environment and uses predictive analytics to define pathways to improved performance.

Accenture Strategy conducted three Change Tracking analyses, helping the program team to identify areas of concern across regions and workforces, and then to plan interventions to address those concerns.

Change Tracking helped the team to manage change in ways that went beyond traditional survey-based tools that provide only “rearview mirror” reports. It helped highlight what was working well in the change program and where the team needed to devote additional attention. It helped leadership be proactive in dealing with issues that arose throughout the organization rather than simply react to events as they occurred. The analyses provided key insights to leadership early in the program, as well as options to address any challenges identified.

Change Tracking played a critical role in keeping the shared services transformation on course to deliver on its business case. This saved the provider millions of dollars on a recurring basis. The program management office was able to monitor progress as it tracked actual results delivered against the business case for each function’s redesign and move to shared services.

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