For years, Baxter’s Renal Division has set the bar with the highest standards for customer service. But as costs and service needs for its internal fleet have increased over time, the division needed to aggressively pursue ways to become more cost effective – without backing away from its commitment to providing superior service.
The Progress Group was invited in to help an internal team move quickly to isolate cost opportunities and implement identified improvements. With our guidance, the team:
- Developed and implemented management processes to analyze and address root cause failures;
- Developed a weekly reporting scheme for highlighting actual vs. budget imbalances;
- Established radically new procedures for designing internal fleet routes, with projected annual savings over $1million;
- Initiated an effort to re-bid current expedited delivery providers; and
- Identified areas for customer service process and organization improvements.
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