Overview:

Process Redesign and Implementation for an Association of Medical Professionals

A national association that supports its member’s ability to practice their specialty through education, research, and advocacy.

Business Issue:

One of this association’s primary responsibilities is to efficiently and effectively deliver an annual conference that is cost-efficient while meeting the needs of all its members from registration through post-conference follow-ups. This organization struggled to predictably and repeatedly produce an effective conference year after year without heroic efforts by its staff.

Actions:

• Conducted an Operational Assessment across the organization to determine the most critical opportunities for improvement
• Designed and implemented a streamlined Annual Conference Planning and Execution process encompassing every aspect of the conference
• Designed and implemented a revised organization structure to align resources to common goals and eliminate unnecessary “layers” of reporting relationships
• Redesigned the membership process to improve how member interactions were conducted, tracked, acknowledged, and resolved to improve the member service rankings of the Association