“We hired Shelley to help us define roles and responsibilities, build the rules of engagement, and advance the company service model. As a result of the work Shelley did with a company improvement team, we implemented a one touch Client Service Excellence program and reduced the backlog of cases from 418 to zero in three months.”

Dale Brown
Senior Vice President, Sales and Marketing
MedImpact

 

Case Study

Process Improvement and Lean Office Case Study

Case Study: When it’s Time to Scale to Meet Market Demand

Industry: Software Development

The Situation
A rapidly expanding software development company was successful with application development for each customer, but wanted to build standard applications that could serve as a framework for many custom applications. But releases of standard applications continuously missed deadlines, didn’t meet quality expectations and had poor resources estimates. They needed to revamp their process in order to get faster turnaround, higher quality, and lower costs.

Ideas, Involvement, Implementation and Impact
I helped them redesign their process in less than a week! After defining clear objectives with the Vice President of Software Development and Delivery and designating the process boundaries, I worked with a cross functional team of 14 people including marketing, business analysts, developers, and operations from different areas of the US and Europe. We developed a new 4 stage process which

Established go-no go points with executive approval

Utilized a rapid prototyping method to provide early feedback and intelligent requirements scoping

Built a global process which was implement immediately into current projects

Now product releases now happen three times as fast with higher quality at lower cost.

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