Blue Shield of California (BSC), a non-profit organisation in the US, executed a "change initiative" to join its 11 remote service centres into three large operations service centres and reduce its workforce by 25%. The top-down initiative included three phases: assessment, design and implementation, and evaluation and continuing improvement. The first phase started in 1993 and the incumbent CEO created and chaired five assessment teams. The teams were composed of several levels of management pl...

BPIR Categories

14.3.5 Reengineer business processes & systems
14.3.1 Create commitment for improvement
11.6.3 Manage facilities
2.4.2 Create and implement outsourcing strategy

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