Information System Redesign at Regional Medical Health Center Wins Awards

The newly promoted leader of this nationally recognized Information Systems (IS) group took steps to redesign the entire system as they planned to occupy a new location. An EMBA graduate, she was guided in part by Language of Value models as the team evolved a deep innovation process for how things are approached, defined and completed that produce exceptional results. An international supplier in health care systems selected this IS department at RMHC to showcase how things “should be done” as part of their national marketing program. The IS leader has been video taped and featured as the center piece of their sales program. (RMHC department IS was ranked # 7 among all IT departments in USA.)

Information Services (IS) is a critical support function for RMHC. Due to budget constraints and potential outsourcing overseas, there was an increasing need for IS to strengthen value provided for the organization. Low customer approval ratings meant that IS was continually struggling to meet customers’ expectations.

The decision to redesign IS for RMHC was based in part on the EMBA experience with an initial project using Language of Value. The important starting point for the LoV project was to identify and segment the needs of the customer base. Careful analysis and feedback yielded not only more directed services to customers but also step-by-step implementation of critical architectural and infrastructure projects.

The rapid shift from low to much higher customer ratings, coupled with the ease, speed and quality of successful applications for IS has created a “high” for the entire IS division. Moving from fears of changes to cheers for success has produced momentum that supported subsequent waves of improved internal cooperation, higher responsiveness to all requests and greatly enhanced longer-term high value solutions for all of RMHC.