|
 Back to Programs
Implementing Lean Six Sigma in a Service Environment
Joan Forrer, Program Manager/Methodologist
Horizon Blue Cross Blue Shield of New Jersey
3 Penn Plaza Mail Stop PP10E, Newark, NJ 07105
Joan_Forrer@Horizonblue.com
Six Sigma and Lean manufacturing techniques are proven and successful methodologies
employed by many manufacturing companies to achieve operational excellence by reducing
defects. Business challenges faced by Horizon Blue Cross Blue Shield of New Jersey
were the catalysts to drive a focus on organizational effectiveness and execution
and effectively moving from a functionally based organization to a process focused
organization.
This presentation will cover: establishment of the process infrastructure with executive
sponsorship; selection of an internal process redesign methodology (with codified
toolkit); identification of key core processes for improvement; and development
of effective measurement systems. Examples of core process redesign efforts including
design phases with tools employed, reporting structure, scorecard results and lesson
learned will also be presented.
Presenter:
Joan Forrer is Program Manager and Methodologist at Horizon Blue Cross Blues
Shield of New Jersey. With over 25 years of clinical consulting and project management
experience Joan has worked in all types of healthcare organizations enabling these
institutions to achieve financial imperatives as well as cultural change.
Working with executive management and leadership to design projects to meet customer
needs, Joan is involved in the development and design of project and implementation
methodologies, as well as delivering education to all levels of staff. Utilizing
Six Sigma and Lean methodology and tools, Joan has led projects and provided coaching
for all levels of staff and successfully implemented redesign projects that improved
delivery of service to hospitals and members and improved the efficiency and turn
around time in the mail processing center. Joan continues to work cross divisionally
to implement standardized tools and methodologies as well as lead the change necessary
for the enterprise
Back to Programs
|
