Client: Major Division of a State Agency.
Situation: Client wanted to unite 8 different departments under a single vision and create common goals that were tangible. The ultimate goal was to visibly improve performance quarter over quarter.
Ripples Approach: Together with the heads of departments, Ripples identified the vision and developed an initial scorecard for the division. Training the top leaders on the use of the balanced scorecard, Ripples helped each department head also develop its own scorecard with clear goals.
Result: A disciplined approach to management was a very clear outcome. Quarterly reviews were instituted and best practices were shared among departments. All results were always available, and clear priorities helped achieve goals and raise the bar to continuously improve.

Client: A $800M furniture manufacturer with operations sourcing raw materials and manufacturing a wide breadth of SKUs for sale in department stores in the US and Europe.
Situation: Although revenue had climbed steadily over the years, tempered by economic cycles, profitability was not growing as quickly; the company wished to improve its operating performance.
Ripples Approach: We identified all the value drivers that fed the company’s profitability. These included key levers such as delivery time, stocking levels in manufacturing and at retailers, manufacturing cost and cycle time, and a finer set of metrics. We then built models to relate all these value drivers to the ultimate goal of company profitability and implemented processes and procedures to ensure regular reviews of the metrics and accountability for them. This helped develop a culture of continuous improvement tied to very actionable and quantifiable value levers, driven down all the way to the shift supervisor and operator level.

Client: State program providing services to eligible pregnant women and infants.
Situation: The client provided services via local provider agencies and needed to develop a performance management system for all the providers to improve the effectiveness and efficiency of the services provided, especially the monitoring and assessment of health outcomes.
Ripples Approach: Determined to challenge long-held beliefs of what success looked like for the provider agencies, Ripples engaged all the stakeholders, including the providers, in the process of determining the desired outcomes and the right measures that drive performance. We conducted a rigorous data analysis to identify trends and designed a new performance management system with the top ten agreed-upon measures critical to success. In the new system design, targets for the performance measures were set together with each provider agency based on its individual needs, managed and tracked quarterly as a scorecard, and revised yearly.
Result: Since the successful implementation, the performance management system has motivated the providers to function at their best. The program has not only experienced significant gains in operational performance and efficiency, but also witnessed improvements in the health outcomes of the women they serve via the local providers.