Case Study

Operational Performance Improvement for a $100M Medical Repair and Maintenance Organization​

"Reduce operating costs through process, systems, and training improvements yielding ~$575k in annualized benefits​"


  • Leadership identified key initiatives to improve gross margins by reducing the cost to service and internal operating costs to support the work order management process​
  • Organization relied on highly manual invoicing process​
  • Parts ordering was disconnected from field service management platform​
  • Training was deemed to be an improvement opportunity for technicians and back-end administrative personnel​
  • SLKone was asked to execute an assessment of processes and training, identify cost savings opportunities, and support implementation

Bespoke Solutions

  • Rapid operational assessment leveraging Celonis process mining software followed by interviews with key stakeholders to confirm opportunities​
  • Executed an immersive design thinking approach to understand needs and gaps of the existing training curriculum​
  • Worked with finance team to understand invoicing process; discovering highly manual process with data gaps ​
  • Identified user-experience issues within the work order and parts ordering process which made training more difficult; training also taught “how the system worked” and not “how to use the system”

Leading With Results

  • ~$100k in headcount savings by building a Python based tool to integrate field service and account systems​
  • Reduced time to close Work Order by 44% saving ~$95k in labor costs by redesigning the Work Order​
  • Designed, supported development, trained, and implemented new Parts Order process; ~$60k in licensing cost reduction and improved visibility into parts status across the organization​
  • Reduced time to place a parts order by 80-90%​
  • Released new training for technicians improving paperwork first pass yield by ~9.4%
Case studies and expertise may represent projects and engagements performed by SLKone team members prior to their employment at SLKone