Transforming The Workplace At Scan Health.Ifma Wwp.10 8 09

Transforming the Workplace at SCAN Health

Presented by: Diane Coles

Charlie Grantham

Jim Ware

© Copyright 2009 by The Work Design Collaborative. All rights reserved

Three Business Imperatives*

* Corporate Agility, by Charles Grantham, James Ware, and Cory Williamson, AMACOM Press, 2007

Reducing Fixed Operational Costs

Closing the Talent Gap

InstitutionalizingInnovation

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Today’s Agenda

Goal:• A conversation about the benefits of making

flexible work “work” – and how to do it

Some Topics for Discussion:• Why is remote/mobile work so important ?• What are the challenges of implementing a

flexible work program?• What kind of business impact does flexible

work produce?• What are the important “lessons learned”

from the SCAN Health Plan experience?• What is the future of flexible work?

Agenda• importance of mobile work• challenges• a real-world, award-winning example• guidelines for success• looking way ahead

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What’s Really Going On?Most of the institutions and business operations that supported industrial work styles are crumbling—rapidly!

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© Copyright 2009 by The Work Design Collaborative. All rights reserved - 6 -

Work Evolves

• What “work” is changes: from agriculture to manufacturing to information

• How “work” gets done changes: from shovels to machines to computers

• Where “work” gets done changes: from open land to cities and villages to anywhere and everywhere

• What workers do changes: from brute force to brain force

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Two-Thirds of Knowledge Work Today Is Done Outside Corporate Facilities

CorporateFacilities

30%At Home

35%In Between

35%“1st place” “2nd place”“3rd place”

Opportunity in next five years:

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Indiana Jones—circa 2500 AD

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SCAN Health Plan*

• A not-for-profit Medicare Advantage HMO

• Based in Long Beach, California, with operations in Phoenix, AZ

• Approximately 850 employees

• Focusing on both cost reduction and growth at same time

* SCAN = Senior Care Action Network

www.scanhealthplan.com

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Redefining SCAN’s WorkplaceStrategy

Enabling face-to-face managementInefficient space

Traditional “grid” workplace design

Space, technology, and services were silosFocus on placeCost focusNo attention to Green

More distributed/virtual workforceLess space but better space, and more effectively usedMore exciting, creative space that fosters teamwork (NO SILOS)Integrated solutions of space, technology, and servicesFocus on workCost focus – with benchmarkingGo Green

In 2006: New Direction:

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The AWESOME ProjectAlternate Workplaces Engaging Staff and OfficeManagement Efficiencies

Project Activities:• ROI Business Case Dev’t• Policy development• Space Planning/Construction • Technology Planning

Facilities

LegalMarketing

HRIT

Risk Mgt. PM Office

• Business Unit Readiness• Training & Change Management • Communications • Implementation

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Three Dimensions of Success

• Efficiency – making the most of the space– density of occupancy– cost of occupancy– cost of change (moves, adds, changes)– ROI

• Effectiveness – making the most of the people– attraction/retention of employees– interaction among support groups (IT/HR/CRE)– departmental productivity

• Expression – making the most of the mission– employee engagement– job satisfaction/flexibility

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Personal PerspectivesDrawn from Focus Groups

Employees• “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 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?’”

Managers• “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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The Numbers

• Provisioning cost

• Provisioning time

• Space requirements

• Return on investment

• Employee productivity

• Employee engagement

38%

12 weeks to 3 days

22%

40%+

18%

No change

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New Collaboration Spaces

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New Collaboration Spaces, continued

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New Collaboration Spaces, continued

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The Next StepA Flexible Office for Flexible Work

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Participatory DesignUsing an Interactive “Smartboard®”

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Workplace Policy – in Pictures

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Lessons Learned

• Home office setup

• Productivity

• Communication

• Space planning

• Managing remote workers

• Unexpected marketing/recruiting benefit

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For Further Information

Dr. Charles GranthamPrescott, Arizona+1 928 771 9138 office+1 928 771 9138 fax+1 928 533 9149 [email protected]

Dr. James WareBerkeley, California+1 510 558 1434 voice+1 510 558 1431 fax+1 510 206 8147 [email protected]

Website: http://www.thefutureofwork.net

Book: Corporate Agility ( http://www.corporateagilitybook.com )

Blog: http://www.thefutureofwork.net/blog

Twitter: http://www.twitter.com/thefutureofwork

Diane ColesLong Beach, California+1 562 989 8327 office+1 562 427 7346+1 928 449 8998 [email protected]

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Transforming The Workplace At Scan Health.Ifma Wwp.10 8 09

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