David Brassington. Hanchel Ltd. October 2015

Interim Management Project Case Study

Client organisation: Privately owned, independent rehabilitation and case management business

Project duration: 4 months

Position: Interim Operations Director

Background: The organisation had 2 service teams staffed with qualified clinicians and

administrative support. Whilst providing different services, a significant proportion of the customer

base were working with both teams. Both team managers were leaving the business.

Project brief:

To merge the 2 service teams to provide a more coherent and responsive service for customers and improve operating efficiency. (30+ employees)

To develop the operation to provide the capability to deliver services in a more complex market sector.

To prepare the organisation to achieve registration for the extended service capability with the regulatory body, (Care Quality Commission.)

To manage continuing services during the transition period.

Actions:

Assumed day to day responsibility for operational management of the 2 service teams

including weekly and monthly performance and progress reporting.

Mentored and supported the line managers to enable them to effectively assume many of

the responsibilities of the departed team managers.

By end of 1st month presented a proposal and action plan for the merging of the 2 service

teams. The proposal was approved by the CEO.

Produced a detailed implementation plan for the merger project including revised work

processes, job roles, job descriptions and incentive structure.

Produced briefing document and presentation to inform and gain buy-in from team

members for the merger project.

Implemented approved restructure process.

Conducted competitor analysis research project to understand requirements for entry into

more complex market sector.

Prepared staffing plan for extended service, to provide a cost effective process for service

roll-out that would meet customers’ needs and attract scarce professionals required for

service delivery.

Prepared and submitted registration application to Care Quality Commission.

Outcomes delivered by the end of the project:

One of existing managers developed and promoted to assume full operational

responsibilities for the combined operational team.

Operational team restructure delivered and running.

Care Quality Commission Application completed and submitted.

Recruitment process underway for key staff for extended service.

Enhanced and more efficient management reporting process operating.