PBM, which provides services in behavioural psychology and operates in Sweden, is experiencing strong growth. By means of a balanced scorecard, they wanted to reach the entire staff with their goals and strategy, creating a common approach and more efficient ways of working.
PBM, with offices in Stockholm, Gothenburg, Malmö, and Gävle, has expanded the number of employees in recent years. So, when they got a big new deal the need to synchronize activities and get a common strategy increased. They were looking for someone who had experience with the Balanced Scorecard tool, and, after meetings with various consultancies, they chose to work with CANEA.
"We got excellent responses to the questions we asked, and we felt that the consultant quickly grasped our needs and was able to put what we were looking for into words. He understood the process, that we needed to get a shared vision, link our activities, and get an overview and direction in our daily work. As a result, our confidence grew," says Catharina Nordlander, CEO of PBM.
A shared strategy map created a clear picture of activities
With CANEA's consultant as process leader, PBM has worked in different constellations in workshops. Together with the managers, structures and prioritized activities were worked out and now PBM has a clear and unified view. The common map creates an understanding of how the organization, which consists of both a private part and choice of healthcare provider, should be run.
"The consultant managed the questions well and was positive and solution-oriented. This rubbed off on us. We understood each other, and his long experience with different clients and industries also helped us through the process. We couldn't have done it without him. He provided good tools and processes, and captured the essence of our discussions. He helped us structure and condense our big questions and as a process leader, made them very concrete and tangible. Now we know when and why we should do things, which means we can reach our goals faster, as opposed to simply rushing ahead, which previously made it difficult to get where we want to go."
A focus on the right things increased efficiency and accessibility
The result is that PBM has concentrated on areas such as resources, processes, and customers and put focus on the right things. They have increased accessibility and service levels across multiple channels by updating their website and launching a new app where customers can book appointments around the clock and employees have access to their personal documents. This makes it easier for PBM to direct the right resources at the right time. They have also upgraded their IT systems, which was a major and strategic project, fully in line with the Balanced Scorecard.
""On the issue of resources, we have focused on how best to create the right conditions for new employees. We are growing fast and need them to quickly and easily get into the organization and what we represent. The new onboarding process has created a sense of security and we have also made it accessible and possible for everyone, regardless of which team they work in, to develop their skills. As a result, we are always at the forefront and are also getting better at retaining our staff. It has been a key activity in achieving our strategy and overall goals." says Catharina Nordlander, CEO of PBM.
PBM now reaches the entire organization with its strategy
By documenting and defining how metrics, targets, and action plans are to be monitored and managed, the structure of working methods, processes, role descriptions, monitoring, and reporting has been improved. With CANEA's help, PBM has succeeded in communicating its objectives and strategy to the entire workforce and has created a shared language, working method, and knowledge platform for working systematically with the strategy map.
"We are much better equipped for growth than before. We are now managing and prioritizing issues in a smarter way than before and we are tackling challenges differently. Going forward, we will continue to work with the tool and follow our set structure. What remains now is to follow up and cross of the remaining items that have so far been on hold. We feel that we have found a good partnership with CANEA and will certainly continue to work together", Catharina concludes.
"The consultant managed the questions well and was positive and solution-oriented. This rubbed off on us. We understood each other, and his long experience with different clients and industries also helped us through the process. We couldn't have done it without him."
Catharina Nordlander, VD, PBM
