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Service Industries

We seek to improve the efficiency and effectiveness of processes, and to improve transactional accuracy for our wide range of Service Industry clients. These include non-defence Government sectors, water, utilities, healthcare and logistics.

Healthcare

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Pharmacy

Streamlining the pharmacy dispensing process assisted in the timely discharge of patients from hospital, reducing dispensing turnaround time from 30 to 16 minutes. This was achieved through waste reduction, improving space utilisation by 44%, improving the quality of patient care through reduction in hand-offs and the introduction of one piece flow.

Pathology

Reducing full blood count specimen processing turnaround time from 30 to 15 minutes, sustained for three years, enabled rapid patient diagnosis. This was achieved through balancing workload to reduce fluctuations by 60% and improving workplace layout which resulted in a 15% reduction in walking distance by staff.

Oncology

The chemotherapy patient journey was streamlined to reduce length of stay and non-value added time as well as improve overall bed capacity and the scheduling of the patient journey. These changes resulted in a 25% reduction in medication production process time, 10% reduction in average patient length of stay, 71% reduction in oncology pharmacist process time and 80% reduction in outpatient pharmacist intervention time.

Emergency

A streamlined Emergency Department (ED) patient journey was achieved by understanding and overcoming barriers to flow, from new arrival to discharge. This resulted in a reduction of ramping up occasions in ED by 44%, an increase of 300% in the number of patients reviewed by Primary Healthcare Officer in under two hours and an increase in the number of discharges in under four hours from 58% to 79%.

Training, Coaching & Mentoring

The SECORA ABI training system was developed from many years of practical application of a variety of continuous improvement tools and techniques. Using contemporary academic research as a basis it draws on the best elements from Lean, Six Sigma, Theory of Constraints and their predecessors. This synergy of knowledge ensures that students graduate with the required knowledge on what to apply to a specific issue and more importantly, what not to apply.

SECORA creates and delivers customised training courses designed to help your personnel identify and resolve problems within your organisation, leading to more efficient and effective operations.

Clients benefit from mentoring and coaching which ensure that the learnings from training courses or on-the-job training as part of our engagement are implemented appropriately, effectively and achieve the productivity gains sought.

Our clients in Service

SECORA is actively engaged with Service Industry clients in Australia, the Asia Pacific region and the Middle East. These clients include: BNP Paribas, State Water, BT, Queensland Health, Royal North Shore Hospital, Lloyds TSB, MF Golbal, Barclays, BEA, RBS, The Prince of Wales Hospital, ABN-AMRO, Deutsche Bank and Australia Post.

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Meet our experts in Service

Mark Taylor, Partner

Mark founded SECORA Australasia with John Grout in 2006 and has consulted for clients in the Mining, Defence, Utilities and Professional & Financial Services sectors. Mark is a former Partner of Ferrier Hodgson, Chartered Accountant and Restructuring professional. Mark has advised clients on system wide restructuring and re-organisations, productivity improvement, cost reduction, process efficiency and business case development in Australia, the APAC region and Europe.

John Grout, Partner

John founded SECORA Australasia with Mark Taylor in 2006 and has consulted for clients in the Mining, Oil & Gas and Professional Services sectors. John comes from senior executive operations positions having spent 15 years in the automotive and defence sectors. His strengths include advising clients in Lean methodologies with particular emphasis on operational effectiveness, asset utilisation, cost reduction, work management, organisation, project management, restructuring and strategic planning.