Projects
Below are a few project summaries completed over the years. Projects have covered a wide array of types of analysis, strategic shifts, change management efforts and technology implementations. Industries have ranged from health care, legal and insurance to educational, utility businesses and start-ups.
Insurance
Identify and establish the business processes and technologies needed to enable a full end-to-end digital workflow for administrative work around accident claims, from automated outbound letter production to scanning and electronic distribution of incoming scanned mail. In addition, provide access to all digital claim assets by using an ECM system and linking to the claims CRM environment for around 1,500 users spread across BC. Work with a centralized change management group to ensure processes are integrated into the business transformation through training and procedure changes. Part of this project involved creating multiple RFPs, vetting vendors and making vendor selections for a number of integrating technology platforms, as well as keeping all efforts aligned with the implementation milestones of the main CRM system.
Healthcare
Facilitate a change management process between five main research institutions in BC (UBC Office of Research Services, Children's Hospital, St. Paul's Hospital, BC Cancer and Vancouver General Hospital). Harmonize the application criteria and questions used on ethics application forms for human clinical trials and manage the submission and review processes electronically. Consolidate the processes to allow the use of a province-wide portal, providing a single point of contact for the research community in BC. This portal (RISe) is now the main tool to manage and track research ethics applications in BC for a variety of clinical and behavioural trials. Benefits include a single point of contact for ethics application reviews, process transparency for the researcher and faster turnaround, as well as improvements in reporting.
Technology
Identify a process to capture detailed field repair work conducted by around 700 engineers throughout North America and Europe in order to be able to demonstrate the value of service contracts to customers. The solution encompassed the offline use of SAP service module data relayed by email (MS Exchange) to service engineers in the field. Upon completion of the service orders (offline), the returned data closed the SAP service requests, allowing for default tracking and customer billing. It was the first such implementation as recognized by SAP and Microsoft and provided core insight into SAP's first offline CRM Service Module.