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May 09, 2020

Gateway Health's 2020 AWARD CASE STUDY : Best Achievement in Cultural Transformation & Sustainability to deliver a high performing Enterprise Excellence culture

Read this article about Gateway Health, one of our finalists, in the Best Achievement in Cultural Transformation & Sustainability to deliver a high performing Enterprise Excellence culture, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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Change is an inevitable constant, however the rate at which change occurs varies radically from one situation to the next. With rapidly evolving technologies and governmental influence providing the catalyst for change in the Healthcare space, payers such as Gateway Health Plan must find ways to embed transformation and continuous improvement into their DNA. Gateway Health’s entry for the Best Achievement in Cultural Transformation & Sustainability to deliver a high performing Enterprise Excellence culture award highlights one department’s pioneering effort to champion Operational Excellence in establishing sustainable high performing transformation.

Faced with years of declining outcomes, revenue, and employee satisfaction across multiple government programs, Gateway’s Executive Leadership team sponsored a project to comprehensively evaluate functional and operational processes, responsibilities, and technologies supporting those programs. Daniel Weaver (VP Stars, Quality, & Risk Adjustment) transferred to Gateway Health from a parent company to lead the discovery efforts and subsequent transformation with a focus on delivering performance outcomes. The transformational project focused on establishing core competencies by employing Lean and Six Sigma design fundamentals and an operational excellence mindset to reduce waste and effectively repurpose resources, responsibilities, and processes. With potential of 10X+ ROI, the project team conducted thorough stakeholder interviews, process evaluations, functional and operational mapping, time studies, contract reviews, and strategic planning exercises. Utilizing the Design for Six Sigma (DFSS) DMADOV methodology and tiered implementation, the project team designed, developed, and executed a functional realignment centered around an operating model of shared accountability across a multi-departmental and functional matrix founded on Gateway Health’s Core Behaviors and Strategic Priorities that applies the fundamental tenants of Operational Excellence to Data, Intervention, and Performance Management.

Addressing the core culture at Gateway Health was central to ensuring sustainable change. SWOT analysis yielded a consistent theme across stakeholder interviews: Gateway’s culture had not enabled past success. Whether a lack of program funding, organizational design, executive sponsorship, or fundamental process management, team members consistently voiced concern regarding basic cultural dependencies. To ensure the transformational project could survive short term improvement timelines, the project team secured C-Suite sponsorship, budgetary commitments, and launched an awareness and education campaign. Executive leadership demonstrated commitment across internal communications and employee meetings, then incorporated key metrics into annual employee incentive programs to reinforce the commitment to outcomes. The awareness and education campaign leveraged venues, medium, and messaging targeted to address opportunities and concerns derived from the SWOT analysis and stakeholder interviews. Additionally, Executive leadership helped make completion of the awareness and education campaign mandatory, yielding the highest participation rate of any training program in company history.

The project yielded immediate results including achievement of key quality metrics across multiple government programs, inaugural achievement in public quality rating systems, and significant increases in operational efficiencies and employee satisfaction that curbed voluntary attrition and retained key talent for sustainable growth and continuous improvement. Subsequent year performance continues to demonstrate the impact of the transformational project with results continuously improving and the cultural change evident in all daily interactions and satisfaction metrics.

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, from 6.30pm in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

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Agenda

BTOES Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


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