Present your approach in PowerPoint presentation to the business case to the CEO and CFO of ABC Healthcare.

Present your approach in PowerPoint presentation to the business case to the CEO and CFO of ABC Healthcare.

BACKGROUND

ABC Healthcare Inc. was launched three years ago as a spin-off from a large, traditional Insurance Company. The objective was to rebrand and redesign services and experiences for the younger, connected, healthy, and engaged generation. ABC currently has 2 million members, many transitioned to ABC from the Payer and is growing organically at 35%+ annually. ABC is still using many of the legacy systems and processes they inherited from the Payer; reducing their agility and increasing the cost of doing business. The ABC leadership believes they need to quickly transition from these legacy systems and processes to online, user managed and self-service. The call center is the first priority; where the cost per call of $7 is dramatically impacting margins as the Company grows.

THE CASEEXERCISE

The CEO and CFO, who have worked with KPMG in the past, have requested a proposal to solve their business challenges associated with this digital transformation including immediately addressing the cost and volume of calls to the call center. KPMG recommendation will include a 2 – 3 year transformation plan with a plan to move customer service to a self-service model as the Phase1 / Track 1. They are interested in going live with this project (Phase 1 / Track 1) within 9 months.

YOUR ROLE

You are one of the Leaders from the KPMG Team. At this Client Meeting with the CEO and CFO, your role will be to present your high-level approach, plan and rough estimates (minimally the logic of your approach) so you can develop a more formal proposal and contract later on. Your plan/proposal should include some/most of the following elements. As a problem-solving exercise, please keep in mind we’re as interested in your approach as we are getting the answers correct. We also expect different results based on where you may fit in our Program Management career track.

Overview of the Program Management Case deliverables:

? Solution and business case overview: (Optional for Project Manager and below) ? A high-level description of the proposed solution

? An approach which includes leveraging call center, online, and mobile channels ? Your guess of the top 10-15 types of calls the call center receives and which ones you would move tomobile and online and which you would keep at the call center.

? Business justification for the project. Please be sure to document your assumptions.

? How will you measure the effectiveness and adoption of the mobile solution? What metrics would you use?

? Transformation approach and plan (Optional for Project Manager and below)

? Create a very high-level approach for the entire program. What tracks do you see materializing during the transformation?

? What will be your approach for estimating the KPMG services for entire program?

? Execution plan

? Create a detailed plan (more detail / mid-level with tracks) for the first phase 1/ Track 1 – Call center work.

? What will be the major milestones

? What will be the major deliverables

? What type of team you will need? ? What will be your approach for estimating KPMG services for Phase 1?

? Execution Agile

? Advice- Please demonstrate how you would handle this using lean and agile concepts

? Team mobilization

? What attributes will you be looking in the team members

Wherever applicable, please quantify as much as possible. Example – team size (number of people), actual team roles, number of weeks/months, actual $ needed

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