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Case Study

GE Healthcare streamlines processes with a quick design sprint

  • Achieved buy-in and support from executive leadership
  • Invested five days instead of months for creative collaboration
  • Gained valuable insights that validated thought processes and ideas

“Trust the team that you’re with. It’s a safe environment. Everyone needs to be candid and open-minded. And then, with that, I think you’ll be very happy with the results if you run your own design sprint.”

The Business Issue

GE Healthcare (GEHC) is a leading global medical technology company that manufactures and distributes products such as X-rays, CTs, patient monitors, and ultrasounds machines. GEHC operates in a highly-regulated environment, managing a variety of order fulfillment processes across geographic markets that follow their own local operating guidelines.

GEHC needed to simplify and optimize its existing order execution and fulfillment process, which is built around legacy system capabilities and burdened with technical debt. To address this challenge, GEHC is on a transformational journey to create a global “gold standard” for processes and only specialize for local markets that differ from the standard process.

The Solution

In order to streamline the disparate and inefficient processes, GE Healthcare leveraged Pega to adopt a management-by-exception mode versus having to touch every order that came in. GE Healthcare teams collaborated for a five-day Design Thinking Workshop focused on creativity and operational excellence to brainstorm a new process. The Design Thinking Workshop gave all participants the opportunity to give input, making it fun to creatively work together. By the end of the week, teams created a future vision for users and stakeholders to rally around and drive momentum. Ultimately, Pega was able to streamline GEHC’s disparate and inefficient processes, adopting a management-by-exception mode rather than manually overseeing every order.

The Results

This five-day design sprint:

  • Unified cross-functional groups of people
  • Enabled teams to rapidly and collaboratively break down problems and devise solutions
  • Simplified concepts to promote greater understanding
  • Created buy-in and confidence from GEHC senior leadership
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Related Resources

How do you measure design thinking’s impact on cost and time? Download the presentation to learn how.

GE Healthcare transformed its siloed processes to support compliance and process management. Read the case study to learn more.

GE Healthcare created a more collaborative and compliant product management process with Pega. Read the case study to learn more.

Streamline order management. Exceed expectations.

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Industry: Manufacturing Product Area: Customer Service Solution Area: Enterprise Modernization
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