Successful recalibration effort helps get a health and wellness company back on track to achieve operations excellence and a consistent customer experience
West Monroe helps a wellness provider transform its business
Date : January 20, 2015
After a project health assessment uncovered critical issues, West Monroe partnered with company leaders to get their IT transformation project back on track in under four months.
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A Committed Partner To Enable and Support Business Transformation
The client engaged in a strategic IT initiative to transform their core business offering. The first component was the development of a proprietary, customer-facing wellness portal to improve user experience. The second component focused on automating their incentive management system to alleviate the back-end pain of processing and increase their reporting accuracy. After nearly a year’s effort, two missed deadlines, and over one million dollars spent, our client sought the help of West Monroe Partners to recalibrate their troubled project and get them back on track.

Proven Methodology Helps Redefine Scope and Expedite Transition

West Monroe Partners conducted a Project Delivery & Health assessment to understand the progress and risks of the struggling IT initiative. After reviewing the current state of the systems’ design, project planning/approach, resource utilization, and overall progress, West Monroe Partners identified several issues that needed immediate attention. These pain points included:
  • Unclear definition of success, project estimations and scope
  • Unclear or missing requirements
  • Lack of prioritization amongst various requirements
  • Unclear stakeholder roles
  • Missing test and integration
  • Absence of proper SDLC processes and tools

Recalibration and Execution

In order to mitigate risks and ensure the strategic initiatives were on track to meet their go-live dates, West Monroe Partners engaged in a collaborative recalibration effort with the client and the external vendors to redefine requirements, clarify scope, and transition to agile development best practices. Additionally, West Monroe Partners worked with client resources to create an IT roadmap and product strategy for future scalability.

Recalibration included:
  • Requirements gathering sessions and subsequent documentation
  • Definition of success
  • Estimation sessions
  • Recalibrated project plans

Execution included:
  • Use case development
  • EDW assessment
  • Development and architecture best practices
  • Vendor and project management
  • Change management
  • Risk and issue management


Knowledge Transfer

West Monroe Partners worked with the client and vendors to transfer project ownership to internal resources. We led knowledge transfers with internal business analysts and project managers to ensure a successful handoff. Specific deliverables included:

  • ‘PMO toolkit’
  • Use case templates
  • Risk and issue logs
  • Code management process
  • Knowledge transfer sessions
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