The document describes the current process used by Healthcare Self-Insurance Consulting Group (HCG) to track wellness activities. HCG currently uses Excel sheets and Outlook emails to track participation, satisfaction, and health metrics. This is an inefficient process that is prone to errors. The proposed system would integrate different systems using an IT infrastructure to automate tracking and provide secure storage and analysis of health data through data mining and dashboards. This would save significant time and labor costs compared to the current manual process.

1. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 1
ASSIGNMENT 3: Business Case and PIECES (Wellness Activity
Tracking System)
JASH MEHTA
GROUP 3
Mentor: Kshitij Chug
Weekly meeting time (Group meeting): Wednesday 3-4pm
Weekly meeting time (Group + Mentor meeting): Wednesday 4-
5pm
Venue: Ice Box, Hinds Hall

2. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 2
CONTEXT
Healthcare self-insurance and consulting Group offer customers with variety of services to the
clients. HCG encourages many wellness activities, promote self-management through
healthcare Apps and increased patient clinician interaction. Providing such services requires
building an IT infrastructure and systems which can support huge volume of customers.
HCG currently tracks all wellness initiatives by using excel sheets. They track the success of a
wellness initiative in terms of patient participation, satisfaction and engagement. All
communication is done using Microsoft outlook.
The following describes the process for tracking of wellness activities:
1) The wellness activity planning center (WAPC) requests medical information and alert
systems for the medical history over the past few months. This information is stored in
the excel sheets by the WAPC. Based on this history they make rough plans for a
wellness activity.
2) These plans are sent out to all the customers enrolled with HCG by using Outlook. The
customers interested in attending the wellness activity are supposed to reply with a RSVP email
within a stipulated amount of time.
3) Based on the number of people reply to that email, the WAPC will decide on the final venue,
time etc. The final plans are sent out only to those customers who had replied to the previous
email.
4) The wellness partners (gyms, nutritionists, yoga experts etc.) have their own systems of tracking
the customer attendance. Some partners track the attendance in a register while others track in
excel sheets or have their sophisticated databases to track attendance. The WAPC is responsible
for accumulating all this data into excel sheet on bi-weekly bases. The WAPC is supposed to
analyze the success of wellness activities in terms of participation (attendance). It is done by
analyzing: how many customers registered for the wellness activity and how many finally turned
up for the activity.
5) The WAPC sends out survey forms to all the customers for the wellness activity they attended.
This forms are sent out immediately after the wellness activity. The customers are asked to rate
the wellness activity on certain parameters: wellness coach, wellness activity venue, wellness
activity learnings etc. All the customers are asked to rate on a scale of 5 for the above
parameters. This exercise is done for analyzing the customer satisfaction.
6) The WAPC sends out monthly health metric forms to all the customers. The improvement/
deterioration health metrics are compared and analyzed every month in order to look out for
customer engagement and satisfaction.

3. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 3
PIECES ANALYSIS
PERFORMANCE
Throughput- the amount of work performed over some period of time.
The current system requires the following work to be done
1) Transform all the data, acquired from Medical Tracking System, into suitable format so that it
can be stored in Excel Sheets. Therefore, this process consumes a lot of time, directly affecting
the throughput.
2) Manually add the new customers email id into the system to send out wellness activities’ emails.
Therefore, this process consumes a lot of time, directly affecting the throughput.
3) As the customers reply with RSVP emails, the WAPC employees keep a track manually of how
many customers registered for a wellness activity. This requires another Excel Sheet to be
maintained by the employees. Finally, based on the count of the customers in this excel sheet
WAPC makes final plans. Final plans are sent out to the customers in this excel sheet only. This
process is too time consuming and difficult for human to keep a track.
4) All the wellness partners (gyms, nutritionists, yoga experts etc.) have their own attendance
system (papers, excel sheets, sophisticated DBMS). Therefore, the WAPC has to integrate these
attendance into one excel sheet on bi-weekly basis. It requires manual work to be done for
entering the attendance. Therefore, it affects the throughput of the system directly to be
reduced.
5) The WAPC also have to process the feedback/survey forms manually into the excel sheet.
6) WAPC has to compare manually the improvement in health metrics of all the customers.
Response Time - the average delay between a transaction or request and a response to that transaction
or request and a response to that transaction or request.
1) Time delay to acquire data from Medical Tracking System and to transform them into required
format
2) Time delay to enter each new customer’s email Id into the system.
3) Time delay for all the customers to reply and then evaluate how many customers actually
replied.
4) Time delay to enter attendance in the excel sheets.
5) Time delay for WAPC to send out survey/feedback forms, customer replying back and then filling
into excel sheets.
6) Time delay to manually compare improvement/deterioration in customer’s health metrics.
Proposed System
1) In the future system transformation of the data will not be required as the different systems will
be integrated under one IT infrastructure.
2) Manual entry of data will not be required in the future system.

4. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 4
3) Manual counting of emails will not be required, IT system will take care of number of customers
registered.
4) The sending and receiving of emails will be replaced by sending and receiving of notifications via
healthcare Apps and websites.
5) Sending and receiving of survey forms via email will be replaced by surveys via Apps and
website.
6) Manual comparison and tracking of health metrics will be replaced by data mining and creating
dashboards which will bring out patterns and trends.
INFORMATION
Current System
A. Outputs
1) Lack of any information – Survey/Feedback forms are sent to all the customers but very few fill
that survey forms and email them back.
A customer forgets to sign the attendance sheet so the attendance is incomplete to be evaluated.
Sometimes attendance sheet is lost.
2) Lack of necessary information - Due to error in the input methods, few health metrics are not
captured. This information is necessary in order to evaluate a wellness activity’s success in terms
of customer satisfaction.
3) Too much information -- “information overload” – Generally while evaluating the health metrics it
is too much information for a human to process. Comparing and tracking every months’ health
metrics for thousands of customers is information overload.
4) Information that is not in a useful format – As the attendance system is different for all the
wellness partners the information presented to WAPC is not in the required format. WAPC has to
process this data to make into useable form.
B. Inputs
1) Data is not captured – 1. Customer forgets to sign the attendance sheet
2. Attendance sheet is misplaced
3. Customer does not send survey/feedback forms
2) Too much data is captured – Many health metrics are captured from Medical Information Tracking
System. Also, these are captured from customers.
C. Stored Data
1) Data is not well organized – Comparison in health improvement is a tough task as Medical
Information Tracking System has its own method of storing the data. WAPC stores the health
metric captured from customers in excel.
2) Data is not flexible -- not easy to meet new information needs from stored data
3) Data is not secure to accident or vandalism – The information given by Medical Tracking system to
WAPC is stored in excel sheet. There are high chances of customer’s private data being leaked. If it
is leaked the company may not know the offender.

5. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 5
Proposed System
1) To make sure that customer always fill the feedback/surveys IT system must not allow the
customers to register for the next wellness initiatives unless and until the customer fills
feedback for the previous wellness activity. For more detailed feedback the IT system must give
bonuses to the customers for filling detailed surveys.
2) The future system will make sure that only relevant health metrics are asked on
feedback/surveys on the website and Apps. Therefore, necessary health metrics are captured.
3) The system must implement data mining algorithms to bring out trends and patterns in the
overall improvement of health. An expert must create dashboards to graphically present trends
and patterns.
4) To protect customer data and customer’s medical information security algorithms will be in
place in the new system.
EFFICIENCY
Current System
A. People, machines, or computers waste materials and supplies
People’s efforts get wasted in sending out emails, evaluating emails, transforming data, inserting
data manually in excel sheets.
B. Effort required for tasks is excessive
Analyzing health metrics it is very difficult for a human to track huge amount of data. It requires too
much effort to generate reports because if takes too much effort to evaluate these reports.
C. Materials required for tasks is excessive
In the current system outlook and excel is used.
Wellness partners use different systems to track attendance.
Different survey/feedbacks forms are sent out to the customers.
Many employees are required to transform data, send and receive emails, insert attendance in the
system, track health of the customer, send and receive feedback forms.
Proposed System VS Current System
PROCESS CURRENT SYSTEM FUTURE SYSTEM
CURRENT: Sending And
Receiving Emails
FUTURE: Sending And
Receiving Notifications On
Healthcare Apps
1 week 2-3 days
Transforming Data(1000
records)
5-6 hours 0 hours
Inserting data (1000 records) 5-6 hours 0 hours
Capturing customer feedback 1 week 2-3 days
Analyzing health metrics 2 weeks 2-3 hours

6. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 6
Proposed System
As shown in the table following will happen in future system:
1) Proposed system will drastically bring down the efforts of the people.
2) It will also greatly bring down the wastage of materials being caused in the current system.
CONTROL
A. Ethics are breached on data or information -- refers to data or information getting to unauthorized
people
Excel Sheets of customer details being leaked.
B. Redundantly stored data is inconsistent in different files or databases
Different systems by different wellness partners for attendance tracking induces redundancy in data.
C. Data privacy regulations or guidelines are being (or can be) violated
Customer history being leaked
D. Processing errors are occurring (either by people, machines, or software)
Due to inconsistent data formats many processing errors do occur in tracking of attendance
Proposed System
1) In the future system there will be no possibility of leakage of data. The admin/ employee logged in
the system will have an ID associated to him/her. If the employee tries to leak the data it will trigger
to higher authorities with employee’s ID.
2) In the future system there will be no redundancy in data as the systems will be integrated
3) There will be system security algorithms in place to ensure data privacy.
ECONOMICS
Current System
Description Value/Unit
Average number of Wellness Activities per
month
4
Number of data entry employees(Entry in
Excel Sheet)
12
Working hours per day 8
Number of employees for process health
metrics
8
Hourly rate for data entry $15
Hourly rate for processing $25
No of computers 20
Monthly Computer maintenance cost $10/month

7. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 7
Proposed System
Description Value/Unit
Average number of Wellness Activities per
month
4
Number of data entry employees(Entry in
Excel Sheet)
1
Working hours per day 8
Number of employees for process health
metrics (EXPERTS)
3
Hourly rate for data entry $15
Hourly rate for processing $35
No of computers 4
Monthly Computer maintenance cost $10/month
Entities Current State Future State Benefits in
Future
Current
Expenditure
Future Monthly
Savings
Data Entry in
Excel
12
employees
1 employee 11
employees
12*8*15*22=
$31,680
11*8*15*22=
$29,040
Health Metrics
Information
Processing
8 employees 3 employees 5 employees 8*8*25*22=
$35,200
(5*8*25*22=$22,000)
-(3*8*10*22=$5280)
=$16,720
Maintenance of
Computers
20
computers
4 computers 16
computers
10*20=$200 16*10=$160
Total $67,080 $45,920
SERVICE
A. The system is not coordinated with other systems
Attendance tracking is not in co-ordination with other systems.
B. The system is awkward to use
Sending and receiving email from thousands of customers makes the current system awkward
to use.
C. The system is not easy to use
It is difficult to track attendance, patient engagement, satisfaction for thousands of customers
with tools such as Excel and Outlook.
D. The system produces inaccurate results and unreliable results
Since processing of data of health metrics of thousands of customers over a period of time is
very complex, the current system produces inaccurate results in terms of health improvement
or deterioration.
Proposed System
1) The future system will be very easy to use as there will be no sending and receiving of emails. All
process will happen at one click. This makes the process very efficient.
2) The system will produce accurate and reliable results in the proposed system.

8. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 8
VALUE STREAM MAPPING
CURRENT SYSTEM
Access Medical
Information
System(MIS) data
& Store Medical
Information in
Excel sheets
Evaluate & decide
which wellness
activity to
conduct
Send Emails
Regarding Activity
Initial Plans &
Receive RSVP
Emails from
customers and
keep a count
Accumulate
attendance data
from all wellness
partners & Fill the
attendance in
excel sheet
Send and Receive
Survey/Feedback
Forms
Compare Health
Metrics to
determine overall
improvement

9. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 9
FUTURE SYSTEM
Admin Logs into
the system.
Accesses Medical
Information
System data.
System prompts
which activity to
conduct.
Admin hits
publish button so
that plans are
available on web
portal and Apps
Customer clicks
on RSVP to
register for
seminars. System
keeps the count
Customer swipes
cards to register
their attendance,
it gets updated in
the database
Survey/ Feedback
on the Apps and
Website
*Bonus
*Penalty
Data Mining
Algorithms to
process huge
volumes of data.
Create
Dashboards to
determine
improvement

10. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 10
GENERAL PERFORMANCE METRICS
Object to measure Dimension Indicators (Quantity & Quality)
Process 1. Data entry
2. Emailing and
Tracking
3. Processing
Efficiency The process becomes very efficient
as the current system is moving
from excel sheets and outlook to
sophisticated system. The new
system saves a lot of time and
labor. Previous system had 20
employees but the new system has
4 employees.
(No. of Employees for Current
System) – (No. of Employees for
Future System)
= 20 Employees – 4 employees
= 16 Employees saved
Time Data Collection time in any system =
No. of Employees * No. of hours
they work per day
Data Collection time reduced =
[(No. of Employees In current
system) – (No. of Employees in
future system)] * No. of hours they
work per day
Data collection time has been
reduced by 11*8 hours = 88 hours.
Processing time has been reduced
by 11*5 hours = 55 hours.
Labor Labor Effort Reduced = {[(No. of
Employees In current system) – (No.
of Employees in future
system)]/(No. of Employees in
future system)} * 100

11. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 11
The effort of data entry into excel
sheets is reduced by 91.66%
The effort of processing has been
reduced by 62.5%
Product 1. Automated data
entry
2. Notifications
3. Data privacy
4. Data Mining &
Business
Intelligence
Efficiency The final tracking system will very
efficient as the system will be
automated and will replace the
traditional email and excel system.
This saves a lot of labor and cost for
the company.
The error rates in processing health
metrics will be reduced because of
data mining and business
intelligence.
Time The customers will save time by just
clicking on RSVP button. The
employees and company save time
to keep a track of registered
customers.
The employee saves time as there is
automated data entry in the new
system.
Complexity of processing health
metrics is reduced as a result it
gives out results very fast.
Quality In the previous system there was no
provision for privacy of data. Excel
sheets with customers’ health
records and medical information
could have been leaked easily.
However, in the future system there
are provisions for system security
and data security.
Deliverable 1. Healthcare Apps
and Web portals
Quality The overall quality of the system
will improve in the future system.

12. HEALTHCARE SELF-INSURANCE CONSULTING GROUP
JASH MEHTA 12
2. Sophisticated
Databases
3. Dashboards
Customers will get access to rich UI
healthcare Apps and Web Portals.
Company gets access to
sophisticated databases which have
automated data entry and data
privacy.
For analyzing trends and patterns
for overall success of wellness
activities there will be dashboards
prepared for the senior
management in the company
Report Time
Quality
Resources
Efficiency
Time to generate a tracking report
in the future system/ Time to
generate a tracking report in the
current system
No. of errors in the reports in the
future system/ No. of errors in the
reports in the current system
No. of people/tools involved in
generating reports in the future
system/ No. of people/tools
involved in generating reports in the
current system
No. of non-updated records in the
reports of the future systems/ No.
of non-updated records in the
reports of the current systems