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From Chaos to Clarity: Achieving Operational Excellence through Business Process Improvement

Financial Services | Business Process Improvement | Enterprise Automation

From Chaos to Clarity: Achieving Operational Excellence through Business Process Improvement

January 18, 2024
Business process improvement at work_Blanc Labs

Generative AI and Automation: Are you implementing them effectively?

The emergence of exponential technologies like Generative AI has sparked enthusiasm among companies and executives, who see the potential for enhancing operations and adding significant value to their businesses. In a PWC surveyÂą, 86% of U.S. executives projected AI’s transition into a ‘mainstream technology’ within their companies in 2021. Moreover, 25% of businesses utilizing AI anticipate revenue growth.

However, as highlighted by Gartner², a concerning 85% of AI projects ultimately fail to meet their expected business value. Among the numerous factors contributing to these shortcomings, common culprits include misaligned expectations, inadequate planning, and limited comprehension of the technology and its practical applications. When all these factors are considered, they collectively underscore a single underlying issue: an inadequate understanding of the process.

The Cost of No Change

Every business, regardless of its size or industry, operates within a complex web of processes. These processes, when left unoptimized, can lead to chaos, inefficiency, and missed opportunities. Employees may find themselves bogged down in manual tasks, information silos, and redundant workflows. Meanwhile, customers may experience reduced satisfaction due to prolonged or unclear processes and excessive touchpoints, potentially leading to attrition. This chaos not only hampers productivity but can also erode customer satisfaction and profitability.

 

¹ PricewaterhouseCoopers, “PWC 2022 AI Business Survey”, online: PwC
²“Gartner says nearly half of CIOs are planning to deploy artificial intelligence”, (13 February 2018), online: Gartner

Array’s researchÂł reveals alarming realities within organizations:

Financial Costs:

Inefficiencies cost 20-30% of revenue.

Time Costs: 

Employees lose 26% of their day to avoidable chores.

Recruitment Costs:

Each employee costs $4,129 and 42 days to be trained.

Amid these sobering statistics, businesses have adopted Business Process Improvement as a systematic, analytical approach to understanding, prioritizing, and measuring the impact of how to make their operations run more efficiently.

 

³Saunders, Dave, “How Much is Inefficiency Costing Your Business”, (19 November 2020), online: Electronic Data
Capture, Mobile Data Collection – Array Survey App

53% of IT decision-makers say that Cloud ERP (Enterprise Resource Planning) software is a worthwhile investment
Man working
50%
of companies spend up to $25 on each manually processed invoice
64%
of sales reps allocate their hours to non-revenue tasks
30%
of specialist IT time is consumed by basic, low-level activities

Download the Full Whitepaper

From Chaos to Clarity_Business Process Improvement_Blanc Labs

Our teams have compiled insights and best practices in this practical and outcome focused whitepaper.  Our learnings are based on numerous successful client engagements, research, and industry partners.

Business leaders seeking practical advice to advance their BPI capabilities will find value in the topics covered in the whitepaper.  These include:

  • A step-by-step approach on how to conduct Business Process Improvement within an enterprise operating environment
  • Practical implications of using Business Process Improvement with Intelligent Automation
  • Case Studies on the successful use of Business Process Improvement in mid-sized to enterprise organizations

 

From Chaos to Clarity

 

You consent to receive communication from Blanc Labs by providing us with your contact information. You can unsubscribe at any time. Please review our Privacy Policy for further details. 

Authors:

Luciano Lera Bossi
Luciano Lera Bossi
BPI & Intelligent Automation Lead

“Our commitment is to evolve your business processes in a way that’s both data-driven and adaptable, fostering an environment where continuous improvement is the norm, and each step leads to a more effective and empowering operational experience.”

David Liu
David Liu
Lead-CoE Consultant

“In the race for growth, inefficiencies hold companies back. Success unfolds in continuous refinement—where processes evolve, innovation thrives, and excellence becomes ingrained.”

Shannex Adopts Automation to Revolutionize its Employee Experience

Healthcare | Enterprise Automation | Healthtech | RPA

Shannex Adopts Automation to Revolutionize its Employee Experience

November 7, 2023
Shannex building

Engagement Summary

Shannex  is a leading provider of seniors’ care, service and accommodation across its 47 long-term care and retirement living communities in Nova Scotia, New Brunswick and Ontario.

People are at the core of Shannex’s mission, vision, and values to lead the way to better living for individuals and the communities the company serves.

Like many health care organizations in Canada, Shannex is experiencing an increased demand for health care workers and needed a solution to improve operational effectiveness to bring more employees on board in a more timely and efficient manner.

The employee onboarding process involves multiple departments and is prone to delays, manual errors, and access management challenges. These gaps did not allow new employees timely access to software tools, equipment, and EHR systems. The offboarding workflow, when an employee left or changed roles, also had similar challenges.

Shannex has partnered with Blanc Labs to develop a workflow that leverages Robotic Process Automation (RPA) to improve coordination of task between departments, track onboarding activities and timelines, and manage employee access to new employees or when their role changes.

By partnering with Blanc Labs to map the enterprise workflow across people, processes and technology systems, Shannex expects to see a significant improvement in efficiency and user experience while maintaining system security, leading to higher staff satisfaction and retention rates.

This innovative partnership is being supported by the Coordinated Accessible National (CAN) Health Network – a federally funded organization working to introduce more Canadian technology companies into Canada’s health care system.

Opportunities for Improvement

Shannex’s onboarding workflows presented an opportunity for improvement from both an employee experience and operational efficiency perspective. Manual processing of tasks and multiple stakeholders involved created a high-volume workflow characterized by delays, errors, and information-security risks.

Healthcare
Healthcare
Healthcare
>30%
employees had access to all the IT systems equipment they needed on their first day of work.
34%
of new employees experienced delays of more than a week in obtaining all the equipment and system access they needed.
18%
of new hires were less than satisfied with the technology access portion of their onboarding experience.

Shannex partners with Blanc Labs “We relied on Blanc Labs’ expertise and experience to advise us on the internal resources needed to complete the work and to set a pace that would be manageable. The team is extremely knowledgeable from a programming/technical perspective. The technical documentation was very detailed and will be very useful as we grow our internal RPA programming expertise.”

– Christy Nickerson-Rak, Research Specialist at Shannex Incorporated

 

 

 

 

Tech Stack

UiPath Studio
UiPath Orchestrator
UiPath Robot

Expected Impact

Blanc Labs’ RPA-based workflows will reduce demands on operational, HR, IT, and business system teams by automating employee management tasks. This will free up time for business users to focus on higher-value work. Improved accuracy will ensure new employees have the necessary system and equipment access and will lead to higher staff satisfaction and better retention rates.  

Our shared goal is to improve efficiency and user experience relating to employee management tasks.

Banking Transformation Done Right
Your Healthcare Interoperability Partner
woman working
Team working
80%
Reduction in the time required for operations managers to request access to equipment/systems for new hires.
90%
Increase in the level of satisfaction among new hires with the onboarding process.
80%
Reduction in the time spent removing access to systems and equipment for terminations.
60%
Increase in the proportion of new hires with access to systems equipment on their first day in the new position.

Looking Ahead

Through a strategic partnership with Blanc Labs and the CAN Health Network, Shannex is poised to revolutionize its employee onboarding and system access procedures. By integrating technologies like UiPath Apps, UiPath Robot, and UiPath Studio, Blanc Labs has delivered an impactful synergy of automation, innovation, and convenience to Shannex’s employee experience, HR , IT management, and Operations functions.

If you are interested in automating your workflows and improving employee experience, reach out to us at BlancLabs.com and let us explore how we could partner with one another. Contact us today to unlock efficiencies in your processes.

Elevate employee experience: automate, secure, and thrive.

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Shannex Announces Partnership with Canadian-based Blanc Labs to Improve Employee Experience and Resident Care

Healthcare | Healthcare | Healthtech | RPA

Shannex Announces Partnership with Canadian-based Blanc Labs to Improve Employee Experience and Resident Care

November 7, 2023
Shannex x BL x Can Health

November 7, 2023 (Halifax, NS) – Through its membership with the Coordinated Accessible National (CAN) Health Network, Shannex, a family owned and operated organization providing seniors’ care, service and accommodation, is partnering with Canadian health care technology company, Blanc Labs, to deploy automated processes to improve employee transitions and reduce demands on operational, human resources, information technology, and business system teams. Shannex will work with Blanc Labs to deploy this solution across its 47 long term care and retirement living communities in Nova Scotia, New Brunswick and Ontario.

Similar to many health care organizations in Canada, Shannex is experiencing an increased demand for health care workers and was in need of a solution to improve operational effectiveness to bring more employees on board in a more timely and efficient manner.

“Our team members are focused on providing care and service to residents in our communities and we’re always looking to find ways to improve the quality of our work,” said Greg Heard, Vice President, Innovation and Technology. “We are pleased to partner with Blanc Labs to deploy process automations that will improve operational efficiency, improve oversight and increase system security for employees, enabling them to have more time to spend with each resident.”

Blanc Labs’ automated solution will support an improved employee experience by helping to coordinate tasks between departments, track onboarding and offboarding activities and timelines, and manage access to necessary equipment and technology for new and existing employees.

“At Blanc Labs, we see a tremendous opportunity to improve employee experiences in health care through innovative uses of technology. It has been an absolute pleasure collaborating with the Shannex team to develop and implement a more efficient, secure and scalable approach to employee onboarding and management. We are excited about our continued partnership with Shannex and other health care organizations, focusing on delivering positive outcomes for stakeholders across the Canadian health care ecosystem,” said Rishi Khanna, Vice President, Engineering, Blanc Labs.

The project is being supported by the CAN Health Network – a federally funded national organization working to introduce more Canadian innovation into Canada’s health care system.

“The CAN Health Network is proud to support this important collaboration between Shannex and Blanc Labs. We look forward to seeing the results of the project, and the impact Blanc Labs’ solution has on patients, residents and staff across the country,” said Dr. Dante Morra, Chair, CAN Health Network.

“This announcement is great news for seniors in care and the dedicated people who work so hard to bring them the services they need,” said the Honourable Rechie Valdez, Minister of Small Business. “This partnership between Shannex and Blanc Labs is a great example of how the CAN Health Network is creating innovative solutions to strengthen our health care system while helping companies grow and create good jobs.”

-30- 

ABOUT SHANNEX

Shannex is a family owned and operated organization with a vision of Leading the Way to Better Living by providing seniors’ care, service and accommodation. Beginning in 1988 with a single nursing home, we now offer a full continuum of services for seniors through our Care at Home, Parkland Retirement Living, Faubourg du Mascaret and Shannex licensed long term care communities. Currently, we have communities in New Brunswick, Nova Scotia and Ontario, where approximately 5,900 employees provide care and service to more than 5,200 residents. For more information, visit www.shannex.com

 

ABOUT BLANC LABS

Blanc Labs works with organizations to deliver technology solutions that yield impactful outcomes for businesses, their customers and employees. As a UI Path implementation partner, Blanc Labs are experts at identifying and applying process improvement and using automation technologies to streamline workflows, reduce operational overhead, and scale efficiently. Headquartered in Toronto, Ontario, Blanc Labs serves clients across the Americas through operations in Toronto, New York, Bogota, and Buenos Aires. For more information, visit www.blanclabs.com

 

ABOUT THE CAN HEALTH NETWORK

The CAN Health Network is a Canada-first approach to technology adoption. It helps break down barriers to scaling in the health care system and provides an environment for companies to scale to their full potential. Currently operating in Ontario, Western and Atlantic Canada, the CAN Health Network was recently awarded $30 million by the Government of Canada as part of Budget 2022 to expand into Quebec, the Territories and with Indigenous Communities. To learn more about the CAN Health Network, visit www.canhealthnetwork.ca

 

For media inquiries, please contact: 

 Isabelle Landry 

Senior Communications Manager 

Shannex Inc. 

E: ilandry@shannex.com  

C: 506-863-9570 

 

Natasha Zelinski 

Communications Advisor 

CAN Health Network 

E: Natasha.zelinski@thp.ca  

C: 647-984-7089 

 

Shriya Ghate 

Senior Marketing Manager 

Blanc Labs 

E: shriyag@blanclabs.com 

C: 647-676-3593 

Shannex Adopts Automation to Revolutionize its Employee Experience

Low-Code Tools and Automation Power Minor Ailments Program for Pharmacists

Healthcare | Enterprise Automation | Low Code Platforms

Low-Code Tools and Automation Power Minor Ailments Program for Pharmacists

November 3, 2023

Blanc Labs teamed up with Daylight Automation (acquired by Quadient) to enable the Minor Ailments service at a major Canadian pharmacy.  The team designed and deployed digital forms, automated workflows, and integrated with enterprise systems to power how pharmacists assess and treat 15 minor ailments at pharmacies across the country. This comes  at a critical inflection point for Canadians needing efficient access to healthcare services.

The client knew having pharmacists fill out a paper-form for each patient would not scale across their network and would create massive headaches for data integration, workflow management, payments & billing, and information security.

With Blanc Labs support, the Pharmacy rolled out a digital workflow solution that offers patients and pharmacists a much improved experience that eliminates extra steps, ensuring accurate and timely assessments, and treatment of minor ailments.

After 6-months of Minor Ailments Service in Ontario

244,630

Assessments Completed

250,150

Prescriptions for Minor Ailments

Benefits of our Solution Approach

Integrated Solution
Streamlined Data Collection
Improved Data Quality & Security
Superior Customer and Employee Experience
Real-Time Updates

Impact

How Blanc Labs transformed for Reliq Health Technologies
85%
Of All Community Pharmacies are Prescribing for Minor Ailments
8
Provinces Currently Allow Pharmacists to Prescribe for Minor Ailments
$42M +
Savings to Ontario with Pharmacists Treating for 3 Minor Ailments

A Transformative Approach to Primary Care

Given that pharmacists are the most accessible health care professionals, I think minor ailments prescribing will lead to an improved pharmacist-patient relationship and a more fulfilling professional career. As medication experts, pharmacists are trained and equipped with the knowledge to practice beyond classic dispensing activities.

Providing clinical services, which allow pharmacists to use their entire range of training, is the future of pharmacy.

When it comes to minor ailments prescribing, passionate pharmacists will be invaluable and I’m hopeful that a shift will occur where these types of services become the norm1.

Timothy Brady, Chair of Ontario Pharmacists Association

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Case Studies

GenAI on 🔥 (FHIR)

We developed an advanced healthcare interoperability application using GenAI and FHIR
Case Studies

GenAI on 🔥 (FHIR)

We developed an advanced healthcare interoperability application using GenAI and FHIR

We developed an advanced healthcare interoperability application using GenAI and FHIR

Blanc Labs has spent the last five years working with healthcare companies like Reliq Health Technologies and Shannex as well as partners like Smile Digital Health and AWS, on building healthcare interoperability platforms and technologies on the latest standards such as FHIR and HL7.

Given the excitement around Generative AI and Large Language Models (LLMs) and their potential to transform entire swaths of how we build and interact with technology, our healthcare team wanted to experiment with combining Gen AI tools with an FHIR standard to see if we could leverage it for a practical healthcare scenario.

As a result, our team developed a proof of concept that is meant to showcase the power of conversational AI tools to query an interoperable database of medical information.

For this PoC, we used OpenAI to query Health Samurai‘s FHIR platform, Aidbox.

 

 

Blanc Labs has spent the last five years working with healthcare companies like Reliq Health Technologies and Shannex as well as partners like Smile Digital Health and AWS, on building healthcare interoperability platforms and technologies on the latest standards such as FHIR and HL7.

Given the excitement around Generative AI and Large Language Models (LLMs) and their potential to transform entire swaths of how we build and interact with technology, our healthcare team wanted to experiment with combining Gen AI tools with an FHIR standard to see if we could leverage it for a practical healthcare scenario.

As a result, our team developed a proof of concept that is meant to showcase the power of conversational AI tools to query an interoperable database of medical information.

For this PoC, we used OpenAI to query Health Samurai‘s FHIR platform, Aidbox.

 

 

Why we did it

In our opinion, providing a conversational UI/UX to the end user will dramatically enhance the healthcare practitioner’s ability to access and act upon patient data on-demand instead of being limited by traditional web UI/UX.

The goal of building this prototype is to evaluate the strengths and weakness of Generative AI technologies to convert natural language instructions to corresponding FHIR API calls.

Digital health adoption
How Blanc Labs transformed for Reliq Health Technologies
82%
of clinicians say that they do not always have a summary of the care their patients received outside of their practice settingÂą
40 mins
is the additional time spent by clinicians per day searching for patient information from settings other than their clinical practice²

Source 1 and 2: Canada Health Infoway – Pan Canadian Interoperability Roadmap

Solution Approach Overview

We built a prototype that allows healthcare practitioners to access any arbitrary patient data simply by asking questions in natural language.

To develop this prototype, we leveraged OpenAI’s GPT3.5 APIs as the foundational LLM to convert natural language to a FHIR query that would be run on Health Samurai’s Aidbox FHIR platform. We fine-tuned the standard GPT3.5 LLM model using prompt-engineering techniques to better understand healthcare-based user instructions and matched it with corresponding standard FHIR APIs to retrieve the required data. The model was also fine-tuned to output the data in a non-technical, natural language format.

While it is built on Health Samurai’s Aidbox with OpenAI APIs, this application can be customized for other FHIR providers and other Gen AI APIs without making major changes to the fundamentals to the application.

Examples of questions we can ask the AI–Powered Knowledge Assistant

What is the number of patients in the system?

  1. Give me information about patient number XX*.
  2. What’s the name of patient number XXZ?
  3. Tell me about the last medical record of patient number YYT.
  4. I want to know about the conditions that patient number XYZ is presenting.

*In a real-life scenario, XX would be replaced with the patient ID

Denis Zavylov Health Samurai
Denis Zavylov Health Samurai
Denis Zavyalov
Product Manager, Health Samurai

Blanc Labs has developed an innovative Proof of Concept that leverages Generative AI and our FHIR platform, Aidbox, to enable natural language access to patient data through FHIR APIs. We believe this could have
mainstream application around healthcare data accessibility leading to enhanced patient care.

Gen AI on 🔥 Techstack

What’s next?

Our intention is to enhance the demo to support more complex queries involving more than one FHIR API call as well as supporting richer output formats like charts & tables.

We’d also like to hear from the FHIR community on their thoughts about how to take this to the next level. Please participate in the brief questionnaire below to provide you input and feedback.

What did you think of this initiative? Give us your feedback in the form below.

 

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