scan health: from flexible work to corporate agility
DESCRIPTION
This presentation was delivered by Diane Coles and James Ware at the Corenet Global Summit in Chicago, Illinois, on May 2, 2011TRANSCRIPT
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#3 Transforming the Workplace and Strategy at SCAN Health: From
Flexible Work to Corporate Agility Moderator: James M Baker, Deloitte Consulting Panelists: James Ware, The Future of Work…unlimited Diane Coles, SCAN Health Plan
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Introductions
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James M Baker Senior Manager, Strategy & Operations Deloitte Consulting
10 Years Management Consulting experience
Deep experience across CRE, corporate services , & workplace strategy
MBA, Georgetown; MCR, CoreNet; CoreNet Faculty Member
Moderator
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Introductions
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Diane Coles, MCR Director, Workplace Solutions SCAN Health Plan
Over 20 years CRE, FM, and BCP experience
Co-Author Cut it Out: Save for Today Build for Tomorrow
Guest Lecturer, MIT Professional Education Programs
Panelist
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Introductions
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James Ware, PhD Executive Director The Future of Work… unlimited
30+ years experience as a consultant, research, executive educator, author
Co-Author, Corporate Agility
Co-Author, Cut It Out! Save for Today, Build for Tomorrow
Consultant/Advisor to SCAN Health, 2006-2011
Panelist
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Now Playing . . .
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From. . . FLEXIBLE
WORK! FLEXIBLE
FACILITIES! CORPORATE
AGILITY! TO TO
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Our Program
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Preview (Jim)
Feature Act
(Diane)
Q&A (All)
The Reviews
(Jim)
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Direct from Long Beach: An AWESOME Story
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Direct from Long Beach: An AWESOME Story
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An AWESOME Story
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On Location
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An AWESOME Story
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On Location The Stage
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An AWESOME Story
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On Location The Stage The Star
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The Trailer
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THE FOLLOWING PREVIEW HAS BEEN APPROVED FOR ALL CRE PROFESSIONAL
AUDIENCES
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The Trailer
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YouTube Video: http://www.youtube.com/watch?v=k1A9AdVd0Ks
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The Story Line In Seven Acts
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Growing Pains
Asking Permission
LearningLessons
Making Friends
Moving to a New
Neighborhood
Selling in a Down
Economy
Reaching Maturity
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Act One: Growing Pains
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Challenges
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Act Two: Making Friends
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Developing the Strategy
HR IT CRE HR IT
CRE
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CRE
The AWESOME Project Team Alternate Workplaces Engaging Staff and Office Management Efficiencies
HR IT
Legal
PMO
Marketing Risk
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What Did the Future Hold? How Would We Embrace It?
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Act Three: Asking for Permission
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The Future of Work ROI Calculator A Decision Support Tool
Scenario One
Scenario Two
Scenario . . .
Scenario . . .
Outputs
Variables: Number of direct workers Workforce profile Revenue per direct worker Annual Productivity improvement (by
workforce type) Workforce turnover HR support staff ratio IT support staff ratio Admin support staff ratio Management span of control Space requirement per worker Occasional workers per touchdown space Team space ratio Common space ratio Facilities cost/square foot Building improvement costs Building operations cost/sq.ft. Office equipment costs Technology equipment costs HR cost per direct workers HR support costs Recruiting/relocation costs Facilities/CRE support cost Admin support cost Management cost
Inputs
© Copyright 2002-2011 by The Future of Work. All rights reserved.
What If? . . .
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Three Possible Scenarios*
Baseline Scenario Two
Key Assumptions
• “Mobile” Employees
• DW Sharing Ratio
• Total Staff
• Square Feet per Person
• Facilities&FFE Cost/Empl
• IT Support Cost/Empl.
• HR Support Cost/Empl.
• Admin Support Cost/Empl
• CRE Support Cost/Empl.
• Total Support Cost/Empl.
• Conversion Cost/Empl.
• Internal Rate of Return
• 249
• 3.50
• 865
• 164
• $7,847
• $10,109
• $3,585
• $8,033
• $1,118
• $42,435
• --
• --
Scenario One
Scenario Three
• 356
• 3.50
• 838
• 143
• $7,432
• $10,857
• $2,368
• $7,467
• $ 955
• $38,742
• $30,011
• 23.4%
• 399
• 4.37
• 820
• 134
• $6,824
• $10,806
• $2,145
• $6,370
• $ 973
• $37,010
• $29,948
• 40.3%
Selected Outcomes
*For the year 2010, assuming no change in basic business parameters
• 554
• 3.85
• 827
• 97
• $5,860
• $10,862
• $2,314
• $6,832
• $ 963
• $36,623
• $29,808
• 70.1%
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Skipping to the Happy Ending
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Three Dimensions of Success
EFFECTIVENESS – making the most out of people
EFFICIENCY – making the most of the space
EXPRESSION – making the most of the mission
employee attraction/retention department productivity
employee engagement job satisfaction/flexibility
density of occupancy cost of churn
cost of occupancy AWESOME ROI
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The Numbers
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• Provisioning cost
• Provisioning time
• Space requirements
• Return on investment
• Employee productivity
• Employee engagement
38%
12 weeks to 3 days
25%
40%+
18%
No change
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Act Four: Learning Lessons
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Home Office Provisioning
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Perspectives: Employees
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“I would rather find another job than come back in the office.”
“My production went up slightly at home, but my accuracy went way up!”
“We feel we are more of a team now than when we were in the office.”
“We can talk to each other faster than someone in the office – when you call the office you get voicemail.”
“I’m calling my manager asking, ‘Is there anything else you want me to do?’”
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Perspectives: Managers
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“We should have manager training prior to selecting ‘remote workers.’”
“I’m surprised how quickly they separated themselves from the office. They don’t want to come back.”
“The home-based workers are telling me about things that I don’t even know are happening here at SCAN.”
“I’m concerned about keeping the AWESOME employees connected with the company.”
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Act Five: Moving to a New Neighborhood
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The New Space Concept
The Neighborhood – Townhouse – Single Occupant – Collaboration Parks – Phone Booths – Café – Library – Mail Box Etc. / Copy
Center
32 32
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New Collaboration Spaces
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New Collaboration Spaces
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The Call Center Solution
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Touchdown Spaces
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The Townhouse
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The Townhouse
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Self-Service Space Planning
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Breaking Down Silos
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Act Six: Selling a Townhouse in a Down Economy
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Cost to Reconfigure Space
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-500,000
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Cos
t
Furniture
Construction
A/E
Electrical
Cabling
Total
Remain As Is
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Cost to Reconfigure Space
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Change to New Concept
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Density of Occupation
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Total Number of Employees Divided by Total Usable Square Feet
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Workplace Policy in Pictures
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Act Six: Reaching Maturity
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AWESOME Impacts
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Records Management Mail Business Continuity Planning
Paperless Strategy Customer Outreach
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Triple Bottom Line Results
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18% productivity gain “0” home worker comp
Attract and retain
450,000 fewer miles Reduced GGE
22 tons less paper
$7 million savings 40% ROI
25% less CRE staff
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Corporate Agility “A Roadmap for Quick Expansion into New Territories”
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Workplace Strategy
IT Strategy
Marketing Sales
Workforce Planning
Operations
Business Development
“AWESOME has fundamentally changed the way that SCAN looks at its business model”
Hank Osowski, SVP, Business Development.
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Making SCAN More Agile The Organizational Assessment SystemSM
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© 2002-2010 by Work Design Collaborative, LLC. All rights reserved.
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AWESOME Mentions
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And the Reviews are In. . .
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Light Many Fires
1
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And the Reviews are In. . .
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Design From Data
2
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And the Reviews are In. . .
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Get Moving &
Stay Moving 3
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And the Reviews are In. . .
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Don’t Be a Lone
Ranger 4
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And the Reviews are In. . .
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5
Measure and Manage Results
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And the Reviews are In. . .
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Live the
Change 6
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But Never Forget. . .
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It’s a Marathon
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Q&A Time
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