Customer complaints were rampant, as was employee turnover. The 24-hour emergency and specialty center had just started business in a new and much larger facility, and the new leadership team of eighteen highly-trained veterinary specialists was experiencing significant internal conflict. Route 2 chartered an internal steering team to lead the necessary changes and taught them how to do so. A visual system was established for managing facilities issues. Business Process Mapper™ was applied to improving patient flow-through and communication with pet owners. Supply and records challenges were identified and fixed. Route 2 then engaged an expanded team in a multi-day strategic planning event to define the strategic initiatives essential to the future of the organization. A management system was installed to guide the implementation of strategic and process improvements. Revenue grew 50 percent and profitability improved 600 percent as a result of the Route 2 work.
