Brinkerhoff SCM - Example in Health Sector

Summary

The Brinckerhoff success case method was applied to address high attrition rates and performance gaps in firm X's health management consulting. Through an onboarding program and a two-item survey, it was found that time management training, standardized regional practices, and consistent mentoring significantly impact performance. The company responded by enhancing time management in the curriculum, implementing standardized case management practices, and introducing a coaching certification program to improve mentoring skills.

Takeaways

• 📈 The Brinckerhoff success case method was applied to address attrition in the health management sector.
• 📉 Firm X experienced higher historical attrition rates over the past 18 months, particularly in Quality Assurance.
• 🏥 HCM's onboarding program includes one week of classroom training, 15 weeks of one-on-one coaching, and micro-training sessions.
• 📊 A two-item survey was conducted to identify top and low performers in quality assurance across the country.
• 🗣️ Qualitative interviews revealed regional differences in management practices and training delivery.
• 🤝 Varied mentoring approaches were found to impact performance, suggesting the need for consistency.
• ⏰ Agencies focusing more on time management showed better performance outcomes.
• 🔍 The success case method concluded that time management training and coaching significantly impact performance.
• 📚 Standardized regional practices and consistent mentoring are recommended for consistent results.
• 📈 Firm X took action by emphasizing time management in training, implementing standardized case management practices, and introducing a coaching certification program.

Q & A

What is the Brinckerhoff Success Case Method?

The Brinckerhoff Success Case Method is a method used to identify and analyze best practices in a particular field, in this case, the health sector, to improve performance and outcomes.

Why was there attrition in firm X's health management consultants?

Firm X experienced higher attrition due to performance gaps in timely claims resolution, which was a concern in the health management consulting sector.

What does the HCM onboarding program consist of?

The HCM onboarding program includes one week of classroom training on computer systems and high-level scope role, followed by 15 weeks of personal one-on-one coaching or mentoring with work on real-life files, and micro training sessions on special topics.

How did the study identify top and low performers in quality assurance?

The study conducted a two-item survey with HCMs, both new and experienced, across the country to identify top and low performers in quality assurance.

What were some of the key findings from the qualitative interviews?

Key findings included regional differences in actual peace management practices versus training delivery, varying approaches to mentoring that impacted performance, and better performance outcomes in agencies with a focus on time management.

What impact did time management training and coaching have on MCS performance?

Using the Success Case Method, it was concluded that time management training and coaching had a high impact on MCS performance.

Why are standardized regional practices required for consistent results?

Standardized regional practices are required for consistent results because they ensure that all consultants receive the same level of training and support, leading to uniformity in performance standards.

What actions did firm X take based on the report from the Brinckerhoff Success Case Method team?

Firm X enhanced the emphasis on time management in the HMC case management curriculum, implemented standardized regional case management practices, and initiated a coaching certification program to enhance mentoring skills.

What is the significance of mentoring and coaching delivery consistency?

Consistency in mentoring and coaching delivery ensures that all consultants receive the same quality of guidance and support, which is crucial for maintaining high performance standards across the board.

How does the Brinckerhoff Success Case Method help in understanding and improving performance in the health sector?

The Brinckerhoff Success Case Method helps by identifying best practices, understanding regional and individual performance differences, and providing a framework for implementing targeted improvements in training and coaching.