Case Studies

1. Adecco Staffing Services

About:
Adecco is a Fortune 500 global company and the international leader in human resources solutions. The Adecco Group network connects up to 700,000 associates with business clients each day through its network of 30,000 employees and 6,000 offices in 71 territories around the world.

Need and One Purpose Performance Solution:
Adecco North America committed to presenting all sales executives, managers and operations leaders with a standardized process for managing the business. One Purpose Performance created a format to be delivered via Adecco's already existing Adecco University, a hands-on, participative training program that encompassed all levels of the organization in a cost-effective, efficient manner. One Purpose Performance joined the university faculty, which included Adecco senior leaders and outside experts who traveled to each region of the country to implement the program. A seamless integration into university faculty allowed One Purpose Performance to help devise part of the program curricula. All courses were designed to teach standardized skills and processes to immediately implement upon return to local offices. Social activities were designed around the university theme to engage and motivate participants.

Result:
The outcome was measured in increased sales activity and results, operational efficiency and retention of employees. The outcome exceeded the client's expectations, and, as a result, the client committed to using a similar process in the future.

2. Continuum Health Partners

About:     
Continuum Health Partners delivers inpatient care via nearly 3,100 certified beds located in seven major hospital facilities in Manhattan and Brooklyn. Included in Continuum's system are Beth Israel Medical Center, Roosevelt Hospital, St. Luke's Hospital, Long Island College Hospital and New York Eye & Ear Infirmary. Continuum providers also see patients in group and private practice settings as well as ambulatory centers in the Bronx, Brooklyn, Queens, Manhattan and Westchester County.

Need and One Purpose Performance Solution:     
After the events of September 11, 2001, Continuum committed to making education and resource information on nuclear, biological and chemical preparedness for all employees a key priority. The challenge was to create and share vital information with 17,000 employees at various locations around New York City in a quick and cost-effective manner. The solution consisted of developing, facilitating and implementing a standardized "Train-the-Trainer" program for 600 administrators, managers and directors of Continuum. The program included interactive discussion, participation, case studies and real-life 'how-to' respond in the event of an emergency. This group of prepared trainers then implemented the standardized program to the remaining 16,400 employees in the organization. The curriculum addressed all areas of need, including education, logistics, communication and creating professional as well as personal preparedness plans. The format was presented in clearly designated "Meeting in a Box" kits for cost control and efficiency.

Result:     
The program was delivered on time, within budget and received rave reviews from staff. Detailed feedback was obtained at all levels of the organization by conducting focus groups in each facility after the training rollout was completed to objectively assess what the participants heard and actions they were prepared to take as a result of the training.

3. Tufts-New England Medical Center

About:     
Tufts-New England Medical Center has pioneered innovative programs in clinical care, biomedical research, education and health care delivery for more that 200 years. Located in downtown Boston, the medical center offers comprehensive inpatient and outpatient services for adults and children and is the principal teaching hospital for Tufts University School of Medicine. The physicians and services at Tufts-New England Medical Center have been rated among the best in the nation in a number of comparative surveys. High-quality, patient-centered care has long been the institution's hallmark.

Need and One Purpose Performance Solution:     
As part of the growth and desire to create a tangible service differentiation for Tufts-New England Medical Center, a decision was made to further heighten the level of exceptional customer service delivery for all employees. The objective was to enhance the already proactive, problem-solving, 'say yes' culture for all 4,200 employees in organization. The solution was to interview employees at all levels of the organization to gain insight into the communication process, patient and family needs and staff education. As a result of this work, measurable service standards were introduced and are now part of the integrated process of the organization. A "Train-the-Trainer" program, including facilitator and participant guides and course material, was designed and implemented for volunteer managers and directors who expressed leadership interest and involvement in the initiative. All staff members, representing all departments and shifts, participated in the rollout plan and took part in the "Excellence in Service" Program.

Result:     
The outcome surpassed the client's expectations. The program could be implemented without disruption to scheduling needs. The response from staff members was positive, and the program was designed to be interactive and provide the opportunity to express challenges and gain options for solutions in handling patient and family needs. The bottom line measurable outcome was in the form of increased patient satisfaction survey results — a tangible measure of customer service delivery and repeat service opportunity.

4. NYU Downtown Hospital

About:     
NYU Downtown Hospital serves a population equal in size to most major cities in the United States. It is the closest acute care facility for lower Manhattan's employees, residents and tourists, serving nearly 9 million people each year. As the first responder to virtually every medical emergency in lower Manhattan, NYU Downtown Hospital treats more than 30,000 emergency patients annually. This diverse population provides a wide variety of clinical experience and is great advantage to the hospital's teaching program. A full spectrum of ambulatory care services, including an active emergency department, faculty practice and outpatient clinics, is fully integrated with the inpatient service and the residency teaching program. The hospital provides medical, podiatric, surgical and obstetrical-gynecological residency training programs with a total inpatient capacity of approximately 160 beds.

Need and One Purpose Performance Solution:     
NYU Downtown is experiencing tremendous growth and change. Ground was recently broken on the Lehman Brothers Emergency Center, a new $25 million dollar emergency facility. Investments in state-of-the-art technology are part of the dynamic renovation of the hospital in light of the needs of the community it proudly serves. The desire to ensure continuity of service, as well as the alignment of vision and goals, prompted the interest in creating a "Patient First" educational program for all staff members. The research and planning began with extensive interviews, observation, site visits, group discussion and information gathering. A department was chosen to develop the pilot program, and, based on its feedback, the final program was the successful model implemented throughout the hospital.

Result:     
The facilitation was completely conducted by One Purpose Performance, which offered standardization and continued focus on serving patients and their families for the leadership team and staff. Three distinct program modules offered reinforcement and follow-up opportunities. Sessions One and Two were open enrollment sessions, so staff had exposure to individuals and departments that they otherwise wouldn't interact with. Session Three was customized to each department's needs with an action plan and timeline. The result of the initiative was measured successfully by increased patient satisfaction results and expressed interest in returning to NYU Downtown Hospital for ongoing healthcare needs
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