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Page 1: Business Transformation

Cross-Rhodes Rethinking how work gets done

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[email protected] 605 7709

Page 2: Business Transformation

Who we are and what we do:

Cross-Rhodes is a small focused firm of senior business operations consultants.

We help companies rethink how work gets done, and put people & technology on the road to results …

... leading to better experiences for the company, employees, and customers.

For 20 years and over 100 projects we have partnered with client teams to cut costs and cut cycle time. We simultaneously improve quality, delivery, and customer experience and employees’ experience.

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Rethinking how work gets done

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Who we are and what we do:Specifically:

We can help investigate & resolve work process problems.

Design new ways for work to get done.

Assess the staffing and cost impact of changing work flows, Transfer our skills to your people.

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Who we are and what we do:

Our projects have encompassed:

All core business processes.

New product development & introduction.

Software development/enhancement/support.

Customer acquisition & service.

Product order-to-delivery, service/support/customer care.

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Who we are and what we do:Our projects have encompassed:

We bring experience and expertise from our work with nearly 100 companies in nearly all industries, within a wide variety of sectors:

Financial Services (Life Insurance. P&C Insurance. Health Insurance & HMOs, Banks).

Technology (Software, Hardware, Internet); Telecommunications (Telecoms, Cable, Wireless), and Manufacturing.

From the Fortune 100 to mid-sized companies, as well as start-ups.

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Why Cross-Rhodes ? Expertise & experience

Senior workflow experts & facilitators w/decades of experience

Proven methodsSupported by pragmatic and effective tools and techniques.

Cost effectiveWe know what we are looking for and how to go about getting it.

Low maintenanceNo annoyance or intrusion of many high-paid junior consultants.

CollaborativeWe partner with your people so they are part of the analysis and

committed to action.

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ResultsExamples:

Increased capacity do do software change requests by 50% and cut cycle time for requests by 70%.

Cut response time by 90% and cut labor costs by ~35% for a medical devices manufacturer’s customer inquiry and complaint process.

For a bank’s credit applications process, helped cut the backlog of unprocessed applications by 80% and freed up ~30% of the labor, primarily by eliminating duplicates, escalations and unnecessary steps.

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ResultsExamples:

For an HMO, demonstrated a productivity gain of 82% in the claims department and the call center due to: a reduction in duplicate and extraneous claims (20% fewer claims), 35% fewer suspended claims, and 32% fewer problem related phone calls.

Where software/system installations were taking too long with key resources, we redesigned the customer launch process for a technology firm. The elapsed time to install was cut from 60 to 32 calendar

days, and the labor content reduced from 1000+ hours to ~250 hours.

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Off-the-shelf services: Rapid Work Process Assessments - in as little as one week

We develop a detailed process map and quantify the workflows, allowing us to identify and prioritize key opportunities for improvement. We then model the impacts of those improvements and quantify the benefits.

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Off-the-shelf services: Getting to the crux of the problem…

A customer’s call for assistance frequently represents an encounter of last resort, mostly because the product or service did not perform as expected in the first place. We listen to calls, identify the root causes, define solutions and implement a small-scale proof-of-concept, all within a few weeks.

In the insurance business, suspended claims, and manual intervention, in most cases should not occur. Again, we seek to identify the root causes, define solutions and implement a small-scale proof-of-concept, all within a few weeks.

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Off-the-shelf services: Solution Value Assessment

"What impact will an outsourcing and/or technology solution have on day-to-day work and results?" We have answered this question for both sellers (to assist the sale) and buyers (to get an objective view of a particular solution).

Our assessment consists of developing a detailed process map of the impacted process and then quantifying the workflows. We then identify the activities impacted, and model the staffing and related cost reduction potential of a proposed solution. This can be done in as little as 1 week.

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Off-the-shelf services: SystemWorks

The success of a new system in day-to-day operation depends upon new workflows, job design, and a workforce motivated to make it work.

We audit and quantify the impact of a new system on workflow and workforce performance well before implementation, and suggest corrective actions to help insure success.

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Large-scale work process design & transformation initiatives:Business Process Analysis & Redesigns (2 to 9 months)

We work with a client's team leader and a 4-8 person cross-functional team to assess customer requirements, the current process, workload characteristics.

Then we develop clear design specifications, design options, and convey the principles of good business process & customer experience design. This leads into the high level design session, followed by detail design of the new way work will be done.

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Large-scale work process design & transformation initiatives:Brand New Process Designs (2 to 6 months)

Similar to the description above, except a new design project skips some of the assessment effort required in the redesign of an existing process.

Changing how work gets done

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Large-scale work process design & transformation initiatives:Business Transformation Planning (4 to 6 months)

We facilitate executive teams to develop a common vision of the future, with a clear transformation plan to make it happen.

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Cross-Rhodes Rethinking how work gets done

Publications:

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Next Steps: Call/meet and have a no-obligation discussion and then receive a written [email protected] 605 7709

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Cross-Rhodes Rethinking how work gets done


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