A Success case of roadmap to Data-Driven Business in Health Services Company
Executive Summary
Marita Huaman Peralta shares a case study of a Peruvian Health Services Company that has successfully transformed its business into a data-driven model, emphasising the importance of data management, governance, and literacy in the Fourth Industrial Revolution. ‘A Success case of roadmap to Data-Driven Business in Health Services Company’ explores implementing predictive analytics, strategic planning, and data modelling. The case study follows the company, referred to as Acme, as it has been able to identify and address business problems while aligning data strategy with corporate strategy. Acme’s focus on occupational health in mining companies, visionary health monitoring, and client relationships have enhanced its business model and operational processes. Marita talks about their utilisation of CRM software for medical data storage, along with data literacy training and segmentation, and how this has been instrumental in Acme’s success.
Webinar Details:
Title: A Success case of roadmap to Data-Driven Business in Health Services Company
Date: 18 July 2024
Presenter: Marita Huaman Peralta
Write-up Author: Howard Diesel
Contents
Success Case in Peruvian Health Services Company.
Transforming Business into a Data-Driven Model
Data Management and Governance.
Importance of Data Literacy and Upskilling in the Fourth Industrial Revolution.
Steps for Implementing Predictive Analytics.
Strategic Planning and Data Modelling in Business Development
Identifying and Framing Business Problems.
Data Strategy and Corporate Strategy.
Business Model and Occupational Health in Mining Companies.
Visionary Health Monitoring and Business Integrity.
Health Plan Protocols and Client Relationships.
Business Model and Operational Processes at Acme Health.
Transforming into a Data-Driven Company.
CRM Soft and Medical Data Storage.
Data Literacy Training and Segmentation.
Success Factors in Peruvian Company.
Business Proposal and Data Governance.
Success Case in Peruvian Health Services Company
Marita Huaman Peralta shares that she is at ease presenting the webinar with the Modelware Systems team and welcomes questions and interruptions. She intends to discuss a successful collaboration with a health services company in Peru. With 23 years of experience in Peru, the company is a leading service provider in the mining industry, employing nearly a thousand workers nationwide. With nine health centres and 42 medical facilities across the country, the company aims to capitalise on the rapid growth of the mining industry in Peru by pursuing efficient and sustainable expansion.
Figure 1 Acme Health
Figure 2 Current Situation
Figure 3 Gross Domestic Product per Industry
Transforming Business into a Data-Driven Model
The mining industry is a significant source of employment in Peru, providing over 280,000 direct jobs. It is vital for mining companies to prioritise workers' health for sustainable operations and to maintain consumer trust. The clients of these companies include the mining firms themselves, as well as business process outsourcing companies. A data-driven approach is essential for transforming the mining industry's business model, beginning with gaining a comprehensive understanding of the business's value and translating business rules into data. Workshops involving all members of client companies are used to facilitate this process.
Figure 4 ACME's Opportunity
Figure 5 ACME's Opportunity continued
Figure 6 Data Driven Business Transformation Roadmap - Zero Step
Data Management and Governance
It is crucial to ensure that the data model of ERP, CRM, and transactional IT systems accurately represents the business model, business process, and value proposition to avoid manual operations and lack of IT system support. Furthermore, discussing a data governance model is essential to guarantee data assets' quality, maintenance, and security, given that data is a valuable and costly asset. Lastly, Marita notes that preparing for exponential growth involves focusing on data democratisation by identifying and centralising essential data for flexible access.
Figure 9 Data Driven Business Transformation Roadmap - First to Third Step
Importance of Data Literacy and Upskilling in the Fourth Industrial Revolution
Data literacy prepares individuals to read, work with, manage, and transform data effectively. This includes organising information to facilitate data-driven strategies and storing it in a data lake house, often on the cloud. Upskilling in data literacy is essential for users and IT professionals, enabling them to leverage data for metrics, analytics, machine learning, and artificial intelligence. In today's digital landscape, data literacy is vital for navigating the myriad of digital tools available, and understanding the relationships between data, historical analysis, and performance monitoring is key to business success.
Figure 10 Data Driven Business Transformation Roadmap - Fourth Step
Steps for Implementing Predictive Analytics
Descriptive analytics remain valuable, but there is also a focus on predictive analytics. Segmentation is achieved through RFM (recency, frequency, and monetary value) analysis, while data correlation analysis is a crucial step. It's important to innovate with data by framing problems and opportunities, and critical thinking is emphasised alongside artificial intelligence. Collaboration with data scientists is vital for business case development and seeking feedback on the process and steps.
Figure 11 Data Driven Business Transformation Roadmap - Fifth Step
Strategic Planning and Data Modelling in Business Development
Strategic planning is crucial for businesses looking to progress beyond the initial stages, offering a clear vision for their model. Aligning the IT system with the evolving business model is vital for accurate data collection, necessitating a focused approach when designing a data analytics architecture. Understanding the purpose and value of data within the organisation and developing a data collection and analysis strategy is essential to drive progress.
Identifying and Framing Business Problems
To effectively solve business problems, it is essential to clearly define the problem before gathering data. Marita emphasises understanding this to determine the data type needed to address the issue. Moreover, business consultants often discover that a problem a company identifies may be a symptom of a larger underlying issue. Therefore, it is important to educate individuals on how to frame or reframe the problems they encounter accurately. A comprehensive problem-solving roadmap involves understanding the company's purpose, value proposition, business model, and value chain as part of the corporate strategy. Additionally, the operating model encompasses information, processes, people, culture, and technology, and it is important to recognise that while some data qualifies as information, not all information constitutes data.
Data Strategy and Corporate Strategy
The data strategy encompasses the design of a data ecosystem, addressing data quality, politics, lineage, and the data life cycle. Key components of the strategy include the operating architecture and analytic architecture. Data translation is crucial for aligning strategic and operational data with the corporate strategy. Acme, a pseudonymous company, has a comprehensive corporate strategy focused on the value proposition, business model, and value chain. The mining industry, especially within this country, is a prominent client of Acme, utilising business process outsourcing for its operations.
Figure 12 Zero Step detailed
Business Model and Occupational Health in Mining Companies
Mining companies offer health plans, including health exams, for their workers at the start, end, and intermittently to safeguard worker well-being. The specific health exams provided vary based on the type of metals, rock risks, and environments present in the mining operation. BPO companies aiming to offer health services to mining workers need to collaborate with the mining company owner to secure contracts. The success of this business model hinges on engaging with the mining company owners and aligning health services with their company's vision and requirements. Acme emphasises engaging with mining company owners to ensure business success and offer health services for their workers.
Figure 13 Zero Step - The Client
Figure 14 Zero Step - Client continued
Visionary Health Monitoring and Business Integrity
The mining company is committed to ensuring the long-term health of its workers. It offers value propositions that include examination products and two principal IT systems: CRM Soft and Master Clinic History. However, challenges arose due to discrepancies in the D2 systems, leading to manual work, incorrect results, and integrity issues in the CRM Soft. The company's health plan, crucial to its operations, is tailored by occupational doctors based on workers' profiles, positions, and protocols, highlighting the significance of resolving these operational issues for the business's success.
Figure 15 Zero Step - Client continued
Figure 16 Zero Step - Products
Figure 17 Zero Step - Prices
Health Plan Protocols and Client Relationships
Marita shares that the health plan comprises a set of exams tailored to each individual, with results provided for each exam. There are two ways to establish the health plan: inputting the patient's data and referring to the catalogue of exams. Exceptions in the health plan may arise due to special conditions, which may necessitate additional tests and evaluations. Aptitude assessments determine an individual's suitability for working in a specific industry. While the health plan is personalised, manual work may be required in case of system issues, creating job opportunities within the company. Individuals with special conditions require regular medical check-ups and exams to monitor their progress. Client relationships vary, with the entity paying for the exams determining the client's identity at any time.
Figure 18 Zero Step - Health Plan
Figure 19 Zero Step - Health Plan: Protocol 1
Figure 20 Zero Step - Health Plan: Protocol 1 expanded
Business Model and Operational Processes at Acme Health
The business model's success hinges on the efficient movement of capital and necessitates a deeper grasp of its intricacies. Acme Health's BPO operations require regular reports, encompassing over 100 manual reports involving data identification, manual Excel construction, and report generation. The committed workforce at Acme Health plays a pivotal role in ensuring success and addressing challenges. The company utilises two systems, Serum Soft and Master Clinic History, for client management and billing.
Figure 21 Zero Step - Corporative Strategy
Figure 22 Zero Step - Deliverables
Transforming into a Data-Driven Company
The Master Clinic's business model relies on outdated technology, but they have valuable data. A problem with the Sams has been identified and is being addressed. The business consulting initiative delivered five parts to help individuals understand the business, including conducting workshops with two business groups focusing on communication with patients and service corrections. The owner, general manager, and all staff members have contributed to innovating and working with data. The consulting process involved establishing client empathy, database segmentation and design, service redefinition, test and exam catalogue restructuring, pricing analysis, and implementation of operational changes.
Figure 23 Current Situation of the IT Systems
Figure 24 Roadmap to Transform in Data-Driven Company
CRM Soft and Medical Data Storage
Marita notes that the current focus of the project is on the structured storage of historical medical data, underscoring the significance of maintaining patient health records over extended periods. The project consists of two phases: first, the storage of master medical history in a rational database, followed by utilising a data lake for analytics. The ultimate goal is to automate the creation of comprehensive reports and leverage data to further the company's vision. Emphasising the importance of a dedicated and passionate team, Paul Bolton has shown interest in the project and inquired about team involvement and support.
Figure 25 Analytic Data Architecture
Figure 26 Analitic Data Architecture continued
Data Literacy Training and Segmentation
Marita shares that her team comprises her as a project manager, Fel as a business consulting consultant, and Juan as an analytical IT consultant. Data literacy is integral to the company's processes, and the team conducts training sessions during meetings, focusing on concepts like the customer journey cycle and CRM. The company prioritises employee engagement, strongly emphasises teaching and learning during meetings, addresses specific challenges, and offers quick wins while providing business and tech consulting.
Success Factors in Peruvian Company
Marita notes that data is essential for demonstrating success in business consulting. General managers must avoid making isolated decisions and prioritise collaboration and team support. Visionary leadership and employee engagement are highlighted as critical success factors. Marita refers to Acme as the case study and how they have experienced growth and learned from their mistakes. Additionally, she emphasises understanding customer needs in both B2B and B2C markets and the importance of innovating methodologies based on market demands.
Business Proposal and Data Governance
The startup process involves creating a value proposition for a new market and testing it. This includes refining the business proposal, translating it into data, and designing a business model for systems like ERP, CRM, or personal IT. Data governance is crucial for a new company, as it entails managing and understanding the significance of business data. Translating business rules into data is instrumental in grasping the importance of data governance.
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