Carpédia International Ltd.
Performance Excellence Approach
Blake McDonell
Sr, Director, Operations
bmcdonell@carpedia.com
c. (416) 705-3846
David Rubenstein
Partner
drubenstein@carpedia.com
c. (416) 524-9586
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Carpédia – Who we are:
Carpédia helps companies implement changes that improve their operational and financial
performance without the need for capital expenditure
• Over 400 successful projects since 1994
• Multi-industry experience including; Hospitality,
Healthcare, Manufacturing, Retail, Energy, Logistics,
Insurance
• Clients include: Yale New Haven Health Network,
Bloomsburg Hospital, Ritz Carlton, New York Presbyterian
Hospital, Yale Center for Clinical Investigation, Hospital
For Special Surgery (HSS), Manulife Financial, MGM
Grand, Mandarin Oriental, Medical Resources,
Constellation, H.J. Heinz
• Offices in New York, Chicago, Toronto, Houston
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98% of Clients
are ongoing
references
93% of Projects
meet or exceed
targets
Better than 3:1
ROI
Carpédia - How our clients work with us:
Most client relationships go through three basic phases
1
2
3
Needs
Identification
Opportunity
Analysis
Project
Delivery
Understand your environment
and current situation
Performed with little
investment from you
Observation based analysis
and change recommendations
Determine your key
objectives and decision
process
Deliver proof of claim with
detailed assessment of
opportunity
Implementation execution
Match Carpédia capabilities,
approach, and experience
Deliver project design,
resource needs and cash flow
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Results measurement and
sustainability
Implementation planning,
coaching
Carpédia’s approach aligns with organization’s key
objectives and their critical success factors
Our methodology is based on addressing processes, management systems and
organizational behaviors concurrently to ensure sustainable performance improvement
Process
Service
Product
Quality
System
Behavior
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Notes
 Process refers to the
operational
procedures and
methods employed
 System refers to
management systems
that are used to plan,
schedule, execute
and measure
performance
 Behavior refers to
the mindsets and
behaviors of
managers and staff
 Each element is
reinforcing
Process problems are most easily observed
Patient
Accrual
Patient
Scheduling
Manage
Diagnosis
&
Treatment
Accrue
Patients
Inaccurate / missing information
Establish
Treatment
Schedule
Patient cancellations
Begin
Treatment
Poor communication
Assess
Treatment
Outcomes
Lack of role clarity
Follow-on
Studies
Principal
Investigator
Lack Visibility
Deliver
Treatment
Support
Personnel
Slow response
Trial Support
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Poor coordination
System problems are more difficult
Plan
 Identify clear
strategy
 Define
requirements
through budgets
 Accurate Forecast
& Resource
Planning Tools
Execute
 Schedule
equipment, staff,
and material
resources
 Follow up schedule
with regular
frequency
Measure
 Daily Operational
Reporting
 Weekly
Management
Reporting
 Monthly Financial
Reporting
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Behavior problems are the most difficult
11
22
33
Trigger
Behavior
Behavior
Consequence
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Manager’s perceptions are often not very accurate
Perceived
Managing
Training
Actual
Admin
Direct work
Fire-fighting
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Carpédia – Performance Excellence Project Approach:
INVOLVEMENT
We work side-by-side with our clients at the point of execution, coaching and training, to
ensure changes are implemented and sustainable
Carpedia
involvement
Target
 Design Profit
Driver
 Identify strategic
gaps
 Establish
requirements
Develop
 Design process
changes
 Design system:
 Problem solving
and decision
making
Focus
 Align requirements
& consequences
 Prototype changes
 Train management
and staff
Install
 Install new
methods
 Install new tools
 Install new
behaviours
 Install new skills
Management
involvement
TIME
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Sustain
 Improve systems
 Modify processes
 Update
Performance
Plans
Carpédia – Performance Excellence “Application Tips”
• Involve employees
• Focus on constraint
Process
• Eliminate work-arounds
• Establish standards
• Perform timely follow-up
• Measure key
performance indicators
System
Behavior
• Engage all levels
• Align rewards
• Manage perceptions
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A sampling of Carpédia’s diverse client base
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