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Business Process Reengineering

Group No 5October 09, 2012

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Introduction

Genpact Limited (NYSE: G), Genpact is a global leader in business process and

technology management, offering a broad portfolio of enterprise and industry-

specific services. The company manages over 3,000 processes for more than 400

clients worldwide. Putting process in the forefront, Genpact couples its deep process

knowledge and insights with focused IT capabilities, targeted analytics and

pragmatic reengineering to deliver comprehensive solutions for clients.

Genpact announced the successful implementation of a pilot project to optimize

emergency room (ER) services for the New Delhi-based Lady Hardinge Medical

College and its associated hospitals – Kalawati Saran Hospital and Sucheta Kriplani

Hospital. The pilot leveraged Genpact’s proprietary methodology, Smart Enterprise

Processes (SEPSM), to significantly enhance patient care and experience.

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Lady Hardinge Medical College , New Delhi

• Established: 1914• Type: Medical College and Hospital, Delhi University• Strength: 1247 Beds• Two Hospital: Smt. Sucheta Kriplani Hospital & Kalawati

Saran Child Hospital

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Challenges

Capacity

•Long Queues, High Registration time, Over crowding, High Doctor Wait Time. e.g.

> 3 hrs for OPD

•High Average Length of Stay (ALOS)

•High wait time in Diagnostics e.g.-Ultrasound wait time : > 4months

•High wait time for OT cases : 7 days – 60 days

Operational Performance

• Patient Safety: No control plan to prevent sentinel events like Patient Falls,

Hospital acquired infection etc

•Patient Satisfaction: Staff apathy, Overcrowding, delayed care, patient / attendant

briefing pre-post OT, inadequate post discharge instructions.

•Highly manual paper intensive processes

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Challenges

Cost & Material Mgmt.

• Essential medicines out of stock for long periods of time

•No reconciliation between medicine issuance and consumption in OPD

•High cost of Procurement for local purchase

Sustaining Performance

• No measurement and tracking system in place – No defined metrics

•No standard processes & documentation practices

•Non availability of enquiry or Helpdesk

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Process Re-engineering Insights

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Process Re-engineering Insights

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Process Re-engineering Value Walk

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► Faster access to care: Improved layout of the CMO desk ensures

seamless patient flow

► Segregation of patient flow into pediatric & non-pediatric.

►Reduced thoroughfare resulting in less crowded casualty

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• Business Outcomes: SEPSM lays out measurable CXO level goals for an enterprise-level process, which address what the process is meant to achieve at an organizational level. The prioritization of these outcomes happen basis relevance to the client and the business context.

• Process Schema: SEPSM maps out detailed end-to-end view of a business process across the entire breadth and depth of the sub-processes with their performance measures, business impact and expected outcomes. For each sub-process, the level 3 activities of the corresponding metrics and drivers are linked. This compares the client’s existing process to the schema and identifies the causes of gaps and ideas for recommending improvements for each performance measure and driver.

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SEP

• Metric Drill Down Tree (MDDT) and Benchmarks: MDDT establishes the linkages between the overall Business Outcomes and the level 2 / level 3 metrics and drivers. These benchmarks are used to compare the process performance and metrics against industry standards. At each level in the process framework, SEPSM measures metrics at the granular level. It maps the client’s performance at every step of the process, measuring against best-in-class standards and providing a clear road map on how to become the best-in-class.

• Best Practices & Insights: For each process step, there is a compendium of leading practices across industry verticals that are leveraged –to assess the process maturity and resolve gaps.These process insights and best practices 'must-be' and 'should-be' followed to reach the optimum performance level.

• Implementation Road map and Execution: Through this approach, we carefully identify and implement our methodology offering solutions including Process, Analytics, Re-engineering and focused IT based on achieving business impact.

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Thank You