2. Using five lenses that led to key insights
The KPMG Connected Enterprise approach centers on five lenses through which we examined Myriad‘s current states and envisioned future ones—always with the customer at the center.
Lens 1: Market dynamics and digital signals
Finding itself in an era of healthcare transformation driven by digital enablement, precision medicine, shifting healthcare systems, and mounting customer expectations, Myriad is aggressively pursuing digital transformation to keep pace. In a time of flux, solutions need to address the clear challenges Myriad is facing as well as future changes still taking shape. Successful transformation is rapid in the present and continuous in the future.
Lens 2: Channel and business partners
As a third party in the patient-care ecosystem, Myriad’s network of channel and business partners is complex. We explored how Myriad employees across various functions were interacting with patients, providers, payers and vendors, as well as with one another, and then, tapping into our vast library of target operating models, we tailored a future state to Myriad’s current and future needs.
Lens 3: Customer centricity
Myriad’s commitment to bringing life-altering genetic insights to its customers in a seamless fashion was clear. And with some examination, so were the obstacles currently in the way. KPMG was able to quickly identify how new approaches could lead to significant improvements in Myriad’s ability to provide customers with clear, accurate information about their coverage and liability, help secure authorizations, reduce the claim lifecycle, and help patients understand their responsibilities earlier in the process.
Lens 4: Myriad people
It quickly became obvious that Myriad comprises a skilled, knowledgeable workforce that is committed to the company’s success and the well-being of the people it serves. However, employees were struggling to meet growing demands within a system that was no longer fit-for-purpose. We helped Myriad envision an achievable future state in which employees could benefit from enhanced technology and processes that would free them from rote tasks, connect them more easily with customers, payers, vendors, and one another, and allow them to act more confidently in accomplishing daily tasks and supporting Myriad’s mission. We also worked to tailor change-management strategies to Myriad’s needs and employees’ technical abilities, helping to power a successful implementation.
