Industry Common Solutions
Recreating the Wheel
Many organizations face the same challenges and issues. Cii experts have made significant improvements in areas that may be affecting your organization. You can leverage the success and experience of these project specific experts to address your issues quickly and set the stage for lasting change with minimal interference to your regular operations.
FOR PROFIT EDUCATION
Student Success Improvement – Statistical analysis of student performance and behavioral activities. Developed automated predictive “success/failure” system and implemented Student Success Coaching team that significantly impacted overall student success rate.
Student Retention Improvement – Statistical analysis of student retention and behavioral activities. Developed automated retention predictor system and added to responsibilities of Student Success Coaching team that significantly impacted overall student retention rate.
Predictive Modeling and Student Persistence – Created system to continually review existing criteria related to “success” and “persistence” to continually improve and upgrade existing reporting system.
Registrar department performance improvement – Department experienced significant delays and errors. Reviewed entire department and reorganized staffing, priorities, procedures and processes resulting in significant reduction/elimination of internally driven errors and delays.
Financial Aid processing improvement – Department experienced significant delays and errors. Reviewed entire department and reorganized staffing, priorities, procedures and processes. Also automated numerous routine tasks. This resulted in significant reduction/elimination of internally driven errors and delays.
Patient Fall Reduction – Patient Falls were at an unacceptable rate. Reduced actual patient falls in hospital setting by more than 40% through changes in procedures, staff routines and patient communication.
Discharge “Against Medical Advice” (AMA Rate Reduction) – Patient AMAs were occurring unacceptably too often. Reduced patient discharges against medical advice by more than 40% through implementation of behavior controlling procedures and proactive communication.
Readmission Rate Reduction – Hospital readmissions for specific disease conditions were out of compliance with Federal Regulations causing reduced reimbursements. Reduced readmissions by more than 50% through process changes and procedural consistency.
OUTGOING CALL CENTERS
Contact Rate Improvement – Goal was to improve contact rate of outgoing calls. Project improved outbound dialer contact performance from single-digit percentages to consistent 40-50% through a statistical analysis that drove change of operator scheduling, dialer configuration, and predictive analysis of recipient behavior and elimination of “stale” numbers.
Call Performance Improvement – Follow-on project from “Call Rate Improvement.” Automated predictive analysis to increase overall call center success rate. Project resulted in an increase in collection of outstanding debt from $750k/month to $10MM/month through analysis and categorization of outstanding receivables, along with operator skillset matching.
Drop Call reduction – Outgoing call “drop rate” required improvement. Project analyzed behavioral process of callers and answerers. Resulted in reconfigured system that improved rate by 15% and resulted in revenue lift by $500k/month.
Check capture accuracy – Payment check capture images contained numerous errors, many of which went unidentified by subsequent system checks. Reviewed entire system and identified camera temperatures as a significant source of error. Also created a system based on 5 independent character recognition readers that eliminated need for subsequent quality checks and totally eliminated need for human review.
Credit card system performance improvement – Legacy transaction system generated numerous errors requiring reviews by staff. Statistically identified source code errors and corrected them, eliminating need for staff reviews.
Fraud reduction – Global project addressing ongoing issues related to money transfer fraud. Systematically identified and prioritized sources and addressed through numerous software and procedural changes.
Lost Payment Reduction – Numerous customer complaints received pertaining to lost payments. Initially thought to be an employee-driven issue. Project identified source of issue as check/coupon extraction issue limited to small number of “extractors.” Issue corrected and preventive measures created and implemented which resulted in elimination of lost payments and subsequent calls.
Online Payment Increase – Statistical/Behavioral study focused on increasing customer payment behavior and use of paperless invoicing. Increased internet usage by 30% and decreased invoicing by 25%.
Late Payment Reduction – Statistical analysis of USPS delivery performance. Altered invoice printing and mailing schedule resulting in a 60% reduction in late payments due to delayed receipt
Statistical Net Weight Control of Multi-component Entrees – Product loss due to “over-filling” to ensure meeting USDA/FDA requirements caused significant losses. Project utilized existing real-time weight statistics and reconfigured processing lines and created real-time mechanical controlled feedback/decision loops that reacted automatically to process and product variation.
TRANSPORTATION (SUPPLY CHAIN)
Policy Review and Revenue Impact – Organization recognized the impact that internal policies had on revenue stream. Project identified and captured comprehensive list of written and unwritten policies and calculated impact of each on revenue stream. Prioritized list resulted in significant organizational change and $15MM revenue increase in first year and $40-50MM in subsequent years.
Load Tracking and Improved Delivery Performance – Driven by customer complaints. Reviewed transportation network. Identified numerous tracking system issues. Corrected issues and implements GPS based system that significantly improved customer satisfaction.
MEDIA AND NETWORK COMMUNICATIONS
Consolidation-driven Reduction of Redundant Tasks – Consolidation of numerous departments drove review of existing processes and redundant tasks. Significant reduction in redundant tasks along with an increase in speed of delivery.