The document summarizes a presentation about transforming the workplace at SCAN Health. It discusses implementing flexible work programs to reduce costs while maintaining productivity and employee engagement. SCAN Health allowed remote work which improved employee productivity by 18% while reducing real estate costs by 38% and provisioning time from 12 weeks to 3 days. The presentation covers lessons learned, new collaboration spaces, and managing remote workers. It aims to have a conversation about making flexible work successful.

1. Transforming the Workplace at
SCAN Health
Presented by: Diane Coles
Charlie Grantham
Jim Ware
Three Business Imperatives*
Reducing Fixed
Operational Costs
Closing the Institutionalizing
Talent Gap Innovation
* Corporate Agility, by Charles Grantham, James Ware, and Cory Williamson, AMACOM Press, 2007
© Copyright 2009 by The Work Design Collaborative. All rights reserved
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2. Today’s Agenda
Goal:
Agen
• A conversation about the benefits of making • impo da
rt
flexible work “work” – and how to do it mobil ance of
e w ork
• chall
Some Topics for Discussion: • a re
enge
al-
s
awar world,
• Why is remote/mobile work so important ? d
exam -winning
ple
• What are the challenges of implementing a • guide
li
succe nes for
flexible work program? ss
• lookin
• What kind of business impact does flexible ahea
d
g wa
y
work produce?
• What are the important “lessons learned”
from the SCAN Health Plan experience?
• What is the future of flexible work?
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© Copyright 2009 by The Work Design Collaborative. All rights reserved
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3. What’s Really Going On?
Most of the institutions and business operations that
supported industrial work styles are crumbling—rapidly!
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Work Evolves
• What “work” is changes: from
agriculture to manufacturing to
information
• How “work” gets done changes: from
shovels to machines to computers
• Where “work” gets done changes: from
open land to cities and villages to
anywhere and everywhere
• What workers do changes: from brute
force to brain force
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4. Two-Thirds of Knowledge Work Today Is
Done Outside Corporate Facilities
Corporate
In Between At Home
Facilities
35% 35%
30%
“3rd place” “2nd place”
“1st place”
Opportunity in next five years:
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Indiana Jones—circa 2500 AD
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5. © Copyright 2009 by The Work Design Collaborative. All rights reserved
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SCAN Health Plan*
• A not-for-profit Medicare
Advantage HMO
• Based in Long Beach,
California, with operations in
Phoenix, AZ
• Approximately 850 employees
• Focusing on both cost reduction
and growth at same time
www.scanhealthplan.com
* SCAN = Senior Care Action Network
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6. Redefining SCAN’s Workplace
Strategy
In 2006: New Direction:
Enabling face-to-face More distributed/virtual
management workforce
Inefficient space Less space but better space,
and more effectively used
Traditional “grid” workplace More exciting, creative space
design that fosters teamwork (NO
SILOS)
Space, technology, and services Integrated solutions of space,
were silos technology, and services
Focus on place Focus on work
Cost focus Cost focus – with benchmarking
No attention to Green Go Green
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The AWESOME Project
Alternate Workplaces Engaging Staff and Office
Management Efficiencies
IT HR
Facilities
Marketing Legal
Risk Mgt. PM Office
Project Activities:
• ROI Business Case Dev’t • Business Unit Readiness
• Policy development • Training & Change Management
• Space Planning/Construction • Communications
• Technology Planning • Implementation
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7. Three Dimensions of Success
• Efficiency – making the most of the space
– density of occupancy
– cost of occupancy
– cost of change (moves, adds, changes)
– ROI
• Effectiveness – making the most of the people
– attraction/retention of employees
– interaction among support groups (IT/HR/CRE)
– departmental productivity
• Expression – making the most of the mission
– employee engagement
– job satisfaction/flexibility
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Personal Perspectives
Drawn from Focus Groups
Employees Managers
• “I would rather find another job • “We should have manager training
than come back in the office.” prior to selecting ‘remote
• “My production went up slightly workers.’”
at home, but my accuracy went • “I’m surprised how quickly they
way up!” separated themselves from the
• “We feel we are more of a team office. They don’t want to come
now than when we were in the back.”
office.” • “The home-based workers are
• “We can talk to each faster than telling me about things that I
someone in the office – when you don’t even know are happening
call the office you get voicemail.” here at SCAN.”
• “I’m calling my manager asking, ‘Is • “I’m concerned about keeping the
there anything else you want me AWESOME employees connected
to do?’” with the company.”
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8. The Numbers
• Provisioning cost 38%
• Provisioning time 12 weeks to 3 days
• Space requirements 22%
• Return on investment 40%+
• Employee productivity 18%
• Employee engagement No change
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New Collaboration Spaces
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9. New Collaboration Spaces, continued
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New Collaboration Spaces, continued
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10. The Next Step
A Flexible Office for Flexible Work
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Participatory Design
Using an Interactive “Smartboard®”
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11. Workplace Policy – in Pictures
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Lessons Learned
• Home office setup
• Productivity
• Communication
• Space planning
• Managing remote workers
• Unexpected
marketing/recruiting benefit
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12. For Further Information
Diane Coles
Long Beach, California
+1 562 989 8327 office
+1 562 427 7346
+1 928 449 8998 mobile
dcoles@scanhealthplan.com
Dr. Charles Grantham Dr. James Ware
Prescott, Arizona Berkeley, California
+1 928 771 9138 office +1 510 558 1434 voice
+1 928 771 9138 fax +1 510 558 1431 fax
+1 928 533 9149 mobile +1 510 206 8147 mobile
charlie@thefutureofwork.net jim@thefutureofwork.net
Website: http://www.thefutureofwork.net
Book: Corporate Agility ( http://www.corporateagilitybook.com )
Blog: http://www.thefutureofwork.net/blog
Twitter: http://www.twitter.com/thefutureofwork
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