Client Success
Stories
We Do,
Stories Speak
Client success stories provide insights into how Kepner-Tregoe consulting and training services resulted in measurable improvements in targeted KPIs.
Client success stories are organized by industry, but many are relevant across industries because they illustrate dramatic results based on the application of analytic thinking to the problems, plans and decisions made by individuals and teams in our increasingly digitized and changing business environment.
Immediate fix & long-term improvement
Challenge
Imagine a room in a hospital where patients' vital signs are remotely monitored, their data displayed on dual screens within several monitoring "pods". Suddenly, one screen freezes, plunging the room into a terrifying silence. This wasn't just a software glitch; it was a critical failure in a patient monitoring app, potentially jeopardizing lives. The only way to resolve the issue was to reboot the system, leaving the patient not monitored for several minutes.
Result
By preventing blackouts and ensuring uninterrupted access to vital signs, the project directly addressed a critical risk factor. This not only improved patient safety but also potentially reduced liability concerns for the company. By successfully resolving such a critical issue, HTC demonstrated a commitment to quality, innovation, and patient safety, positioning the organization as a reliable partner for its customers.
Empowering in-house problem solvers
Challenge
To outpace the competition, Novartis faced the challenge of converting raw materials into bulk active pharmaceutical ingredients (API) for Novartis medicines under intense time constraints. This involved launching and validating a new production process for a key API, noted for being the most complex ever introduced in terms of chemistry and equipment. While the first batch met quality specifications, it fell short of the target yield, necessitating a swift resolution to prevent disruptions further up the supply chain.
Result
In-house expert problem facilitators identified and resolved issues: The root cause was identified, and effective solutions were implemented. The first production batch was completed within weeks, meeting its yield target and the validation process was completed in record time. This has had a knock-on effect of increasing market share by 20% and achieving sustained improvements in production quality.
HCL – Transforming the customer experience
Challenge
As Education Lead for HCL Software Support, Rob Barker's challenge is to help the company level up its technical support function & to develop a "professional troubleshooting organisation". The organization aimed to shift from inward-looking KPIs towards customer-centric ones, focused on resolving the customer's actual concerns and helping them to succeed in using the software.
Result
As HCL have steadily continued to embed the Kepner-Tregoe processes, they have experienced an improvement across multiple KPIs including a 10-20% improvement in cycle times and customer satisfaction. They have noticed a steady increase in NPS (net promoter score) to 60-70, a "holy grail" in an industry where 20-40 is the norm.
Strategic CAPA Process Assessment in the Pharma industry reveals key insights
Challenge
A leading pharmaceutical company identified several key needs related to their Deviations as well as Corrective and Preventive Action (CAPA) processes. Deviations were not being closed within the regulatory compliance timeframe of 30 days. Additionally, they wanted to enhance the overall effectiveness of their Corrective and Preventive Action (CAPA) processes.
Result
Kepner-Tregoe data analysts utilized advanced data analytics and process mining techniques to analyze deviations, CAPAs, lab investigations, and complaints. They uncovered hidden insights and optimization opportunities, identified bottlenecks and inefficiencies, and were able to make data-driven decisions for process optimization. A meticulous case quality audit was performed, assessing documentation quality, and identifying areas for improvement.
Effective Decision Making Drives Digital Transformation Success
Challenge
Operating in one of the most dynamic regions in the world, the financial services group is focused on leveraging on digital technology to provide its customers with a full range of financial services towards a sustainable future. As the group grows from strength to strength leveraging on its early adoption of technology, its visionary CEO is keen to build the foundation for the next stage of growth by transforming its leadership across the organization. The quality of decisions made daily throughout the organization by leaders at various levels have a profound impact on the success of the organization. Leaders need to encourage dissenting views by creating a safe environment, consider the big picture, be data-driven while making decisions, even in the absence of complete information/vague information. There is also a need to empower others and take accountability while making decisions at speed. The goal is to create an effective and sustainable decision making culture within the organization. When the organization is recognized by others as a synonym for effective decision making with care for the environment, society and governance, it would be a very powerful engine for growth.
Result
More than 1,500 leaders within the organization have gone through the application of the decision making processes on these specially designed scenarios hereby experiencing the value of a structured approach used at speed. The cross learning within the team also created realization of the values of embracing diversity and empowerment. With the critical mass of leaders within the organization making decisions in a structured and collaborative way, the desired decision making culture begins to take root and will continue to evolve to ensure relevancy in the fast changing environment.
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