Kaiser Permanente

Creating A Service Delivery Strategy


  • Kaiser Permanente wanted to expand market share in 3 key Southeast markets
  • Kaiser also wanted to redesign the patient care delivery model to improve patient care and reduce operating costs


  • Identified growth opportunities in each market based on consumer needs and competitive dynamics
  • Performed assessment of current service delivery processes and identified potential areas for service and efficiency improvements
    • Conducted patient and care provider interviews
    • Worked on site for several weeks to understand work flow, identify opportunities to improve service
    • Prioritized opportunities with doctors and other providers based on potential impact on patient care quality, operational implications and financial impact
    • Working with doctors and providers, developed and implemented quick win pilots in first 2 months of project
    • Assessed results of pilots based on patient and provider feedback
    • Developed and implemented ongoing performance improvement approach


  • Market strategy resulted with largest market yielded incremental revenue of $5 million and incremental operating profit of $3 million per year
  • Service delivery strategy increased patient care quality and satisfaction
  • Operational improvements eliminated $22 million in administrative costs per year


Case Study Kaiser Permanente