Case Study #17: Dental Organization

“By implementing the Mass Ingenuity management system we have achieved across-the-board results beyond anything we had imagined.” — CEO and Dental Director

Client

Third largest group dental practice in the U.S. with 120 dentists, 16 offices and 180,000 patients.

Need

After 17 years in the practice, a General Dentist with only modest prior involvement with operations was elected as CEO by his peers. He had a strong vision for making the association the national leader.   However, he discovered there was no system in place that allowed senior managers to view organizational performance and to highlight problems.  In order to grow and achieve his vision, he needed to resolve this issue.

Solution: NOW Management System  

The CEO and the board engaged Mass Ingenuity to:

• Build a visual Management System
• Gather accurate baseline data on organizational performance
• Drive complete transparency of all key goals, core processes, process owners and metrics for all routine work (Fundamentals)
• Strategic initiatives (Breakthroughs) critical to their strategic plan
• Provide managers with accurate and timely data that enabled better decision making
• Enable all employees with skills needed to make improvements
• Increase employee accountability and engagement
• Quarterly target reviews, waste reduction, root cause analysis, problem solving tools and skills

Client Results from 2008 to 2010 (during a major economic recessions)

• 9% improvement in dentist engagement and 21% improvement in employee engagement
• 46% improvement in dentist retention
• 14% improvement in patients rating “concern for comfort” as very good
• 50% improvement in new patient access to appointments
• 41% improvement in unfilled dentist hours
• 46% overall improvement in process measures to plan
• 68% overall improvement in outcome measures to plan (including financial measures)

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Case Study #10: Electronic Company

“Wow, what a positive change…! After owning a business for over 25 years, we were invigorated by Mass Ingenuity with the excitement of a new business. Mass Ingenuity not only catapulted us into the future with innovative thinking and great results, it provided employees with personal growth. The Management System visually proved to our prospects and clients that we were the right supplier for them. The results were priceless! ”  — Co-founder and CEO

Client

Custom cable assembly company operating as the preferred supplier for numerous global customers with high requirements and expectations.

Need

The company suffered from unpredictable business cycles exposing it to ongoing ups and downs. The owner wanted to level out these cycles so they were more predictable and lead to sustainable performance improvements.

The company operated in silos, which meant that end-to-end processes which touched multiple departments were not well understood or managed. Employees did not have efficient problem solving skills and did not know where to focus their energy. The owner needed a system of management to deliver the higher performance levels required by customers, suppliers, and employees

Management System Solution and Client Results

Mass Ingenuity implemented a customized Management System and enabled the following results:

• Employees and managers learned how the business operated because they were directly involved in the creation of the Management System
• Silos broke down and employees defined their processes and measurements
• Employees and managers utilized real-time data to support mitigation efforts
• Employees gained a stronger connection to company performance and employee engagement  dramatically improved
• Significant improvements were made to inventory turns, delivery times, revenue, profitability, customer satisfaction, and employee engagement
• The management team better executed on their vision and strategic initiatives
• The owner used the visual Management System to show prospects and customers how well the business was managed, thereby gaining their confidence and increased sales

The Ultimate Result

The company received nearly perfect scores by key customers and received many annual “best” supplier awards. Four years after launching their Management System, the company was sold at a very handsome price. The owner used their system to reduce due diligence time by 40% and received an offer 50% higher than expected.

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Case Study #18: Global Supply Chain Company

“Mass Ingenuity’s management system has had a dramatic positive impact on my organization. The implementation of the rollout was very well organized, engaging our leadership team to embrace and leverage the planning tools well beyond my initial expectations.” – President & CEO

The company launched its Management System, conducted Quarterly Target Reviews and taught problem solving skills to employees.  Six months later, employee engagement survey results were compared to baseline levels and showed  dramatic results (despite having had a company-wide wage and hiring freeze for the prior nine months):

Asia

• 57% increase in employees understanding the vision and how to relate to it
• 84% increase in how employee see management’s ability to enable employees to get their job done

United States

• 23% increase in employees knowing how to attack problems
• 20% increase in how employees feel they are performing

Sourcing Division 

• 28% increase in how employee feel they are valued in the company
• 24% increase in how employees feel the leaders lead

*Research shows that high-engagement companies see a 19% increase in operating income, 13% increase in net income and a 27% increase in earnings per share (compared to low-engagement companies) .

Source: Peter Crush, “Employee Engagement ROI: Rules of Engagement”