Challenge
A PE-owned Dental Services Organization faced a misaligned organizational structure and an inability to keep up with an expanding national footprint.
The company wanted to better align coverage ratios, leverage field and corporate functions, and establish KPIs and measurement tools to improve focus and operational execution.
Approach
- Utilized cross-company and practice surveys to identify how to support the Doctor and the Customer journeys
- Re-mapped the business for simpler, smarter, market-focused geographic coverage (e.g., trends; demographics; marketing and competitor insight)
- Created role clarity and interactions between operations and clinical teams; created RACI cross-functional charts
- Developed playbooks for key revenue, profit, and patient experience opportunities to drive consistency in execution
Results
Aligned markets and coverage capabilities that drove increased field-office interaction and optimized stewardship, while reducing field staff by 10%
Deployed easy-to-adopt digital capabilities to improve data analytics, tracking capabilities, and action/follow-up activities
Defined activities, priorities, and playbooks that create focus on the practices that will enable double digit growth and 50% debt reduction