Global Disruption led to Rapid Invention of a new Case Management Operating Model

A Fortune 100 Company engaged The Virtus Solution team to help improve distribution of Personal Protective Equipment (PPE) to their employee base in response to the COVID-19 pandemic. The traditional supply chain was not built for this scenario and could not be adapted in the rapid speed that was clearly required.

Utilizing our expertise in rapidly addressing “Case” both from a strategy and technology perspective, Virtus performed a series of audits and operational assessments that identified a litany of issues that were causing numerous service and cost problems for the client. Virtus identified solutions for each of these issues and then proceeded to implement them in a rapid, but structured fashion.

Virtus redesigned their distribution network footprint, added cost-efficient capacity, enhanced their system integration, fixed their data model, established performance standards, built Key Performance Indicator (KPI) dashboards, created First Article Inspection (FAI) processes and modified their financial reporting systems for this new product line.

At the end, The Virtus Solution enabled the following outcomes:

  • Customer complaints virtually disappeared
  • Manual processes and operational chaos were replaced with standardization, automation, repeatability and reliability
  • Compliance was established with all governing bodies
  • Frustration and uncertainty were replaced with transparency, visibility and trust
  • Employees gained respect and pride for operations that exceeded expectations

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