Case Studies
Case Study 1
About Client: Experity
As the software and services leader in the on-demand healthcare space, Experity provides an integrated operating system that helps urgent care clinics across the U.S. deliver an efficient and compliant urgent care experience for clinicians and patients. It offers electronic medical records (EMR) and Practice Management (PM) SaaS solutions, patient engagement technology, e-registration, and overread services. Additionally, it delivers features such as employer portals for occupational medicine, referral management, revenue cycle management services, and an analytics suite. Experity improves patient experience, streamlines operations, optimizes revenue, and puts urgent care clinics at the center of on-demand healthcare in the community.
Objective
The goal was to establish a sustainable Lean culture, drive operational excellence in our processes, and capitalize on opportunities to impact net margin results.
Key Challenges & Opportunities
- Scaling operational processes from small to medium businesses
- Key processes and accounting being repeatable
- Managing high growth and maximizing operational opportunities
- Building lean management system and culture from scratch
Performance Improvement Results
- Leader of Lean Culture Strategy & Transformation – trained over 500 associates
- Total Savings = $9MM
- Process optimization in revenue cycle management leading to $5MM
- Improved Teleradiology on time reads from 88% to 99% on time over reads
- Implemented an accounting system, credentialing process, and prioritized ticket system for break fix issues
- Scaled operations for the teleradiology business model - $1MM net savings
- Streamlined software operational processes – time savings 5,000 hours.
David Stern
CEO of Experity
“Ryan worked with our company for several years. With his help, we were able to drive substantial process improvements in many areas of the company. These process improvements led to significant reductions in staff stress, elimination of waste, and improvements in profitability.”
Rick Cochran
Former CTO/CIO of Experity
“Partnering with Ryan on our operations optimization journey was nothing short of transformative. Working with Ryan was like a real ‘business hack’ and ‘cheat code’ for us to realize long-withstanding operational excellence. Ryan’s tailored strategies streamlined our processes and fostered a culture of continuous improvement within our organization. Ryan is an expert at Lean, Six Sigma, and other continuous improvement approaches. I wholeheartedly endorse The Middlesworth Group to any company seeking to unlock operational excellence and drive sustainable success.”
Case Study 2
About Client: Sears Holdings
Sears Holdings Corp. is a holding company, which is an integrated retailer with physical and intangible assets. The company, through its subsidiaries, operates a national network of stores with full-line and specialty retail stores in the United States. It also operates a number of websites under the Sears.com and Kmart.com banners which provides the capability for customers to engage in cross-channel transactions such as buy online pick-up in store; buy in store/ship to home; and buy online, return in stores.
Objective
The objective was to build a strategic approach across the business to transform long with standing business processes across business units through improvements and technology projects.
Key Challenges
- 40+ business units leading to inconsistent customer experiences and outcomes
- Returns processing outdated and POS (point of sale) system outdated leading to lost opportunity
- Merchandising processes leading to margin erosion & improper pricing evaluations
- E-commerce & Marketplace support experiences
Performance Improvement Results
- Achieved a $100MM target in cost savings across a single year
- $12MM saved in merchandising processes reducing couponing errors
- $10MM in customer returns processes by improving existing technologies and updated outdated policies for sustainment
- Designed workflow for e-commerce and supporting businesses saving $1MM in offset labor reducing calls by 50% through inefficiencies
- Built a Lean, Green, and Black Belt training modules to train organization
- Transformed & centralized the social media operations to save $500k annually
Stacie Jackson
Former Director Sears Holdings
“I worked with Ryan and he’s fantastic! He takes a real interest in getting to the root of your problem(s) and comes up with thoughtful and actionable solutions to improve your business in both the short-term and long-term. I would highly recommend The Middlesworth Group to help improve your business operations.”
Case Study 3
About Client: PACCAR Parts
PACCAR Parts is a global leader in the distribution, sales and marketing of aftermarket parts for heavy and medium-duty trucks, trailers, buses, and engines. Featuring state-of-the-art distribution processes, award-winning sales and marketing programs and industry-leading quality management, PACCAR Parts provides after sales support to DAF, Kenworth and Peterbilt dealer locations around the world.
Objective
The objective was to identify and improve on existing opportunities in the aftermarket distribution centers and supply chain.
Key Challenges
- Working in an older antiquated ERP system (AS400) to pull data
- Large warehouse - 260,000 sq ft.
- Customer claims on short ships
- Shipping and receiving workflow at times inefficient
- Inventory accuracy
Performance Improvement Results
- Received & Stocked Operations: Reorganized receiving approach resulting in a 40% improvement and reduced stock outs.
- Pick & Pack Operations: Evaluated customer data and stocked parts based on SKU pick frequency, leading to a significant 50% improvement.
- Improved upon inventory accuracy to a world class 99% accuracy at the bin.Bryan Holder
Bryan Holder
Former Operations Leader at PACCAR Parts
“Ryan is a strong leader that is passionate about continuous improvement. Ryan is very detail-oriented and consistently delivered impactful and measurable results. He constantly would challenge the status quo to drive out waste and improve processes. He worked well gathering input from the team and impacted parties to increase buy-in and reduce possible resistance to change. His quality mindedness helped reduce errors throughout the facility while positively impacting the perception customers had of PACCAR.”
Case Study 4
About Client: Dean Foods
Dean Foods was an American food and beverage company and the largest dairy company in the United States. The company’s products included milk, ice cream, dairy products, cheese, juice, and teas. It processed milk in the United States under several regional and national brands. We focused on two plants in the region that produced dairy products including ice cream.
Objective
The objective was to build a continuous improvement program and execute on streamlining opportunities.
Key Challenges
- Heavy union presence in manufacturing environment
- Manufacturing in a heavy seasonal business
Performance Improvement Results
- 30% OEE Improvement on production lines
- Implemented a production line Kanban at all production lines
- Optimization of budget through P&L analysis and capital spend projects
- Reduced expenses by $500k
Additional Client Testimonials
Nisheeth Singh
Current CEO of Bright Direction Dental (Worked at SCA Health)
“Ryan was hired to help build and lead a continuous improvement program for a leading healthcare organization that we were both a part of. Having left a comfortable role to make a difference and build something from the ground up, Ryan has exhibited a thirst and passion that most leading organizations crave. I found Ryan to be extremely invested in his craft, as well as willing to develop others in the art and science of continuous improvement. His technical ability is coupled with an ability to calm others, which accelerated benefit realization. I strongly believe he can succeed in almost any industry.”
