17/05/2017
1
Commercialising ‘The
Warrigal Way’ –
Warrigal’s new service
delivery model
Leanne Taylor
Executive Leader Strategic Innovation and Development
Why develop a new model?
Government reform
Customer value proposition
Increased competition17/05/2017
2
Value Proposition for Customers
Old Model
(Customer ‘Push’)
New Model
(Customer ‘Pull’)
Products
Services
Relationships
Choice
Purpose
Place
Inspiration for new model
• International best practice
• Australian best practice
• Other industry sectors
• Asset based community development17/05/2017
3
The
Netherlands
Denmark17/05/2017
4
Inspiration for new model
Warrigal’s philosophy, values, customer
service principles
Conceptual Framework
Placemaking
Sensemaking
Meaning Making17/05/2017
5
Customer’s Value Proposition
Built design
Customer’s Value Proposition
Customer service culture
Paperless systems and technology
Research and development
Concierge services17/05/2017
6
Customer’s Value Proposition
Club Connect membership model
Broader community connections
Strategic business partnerships
Customer’s Value Proposition
Community Facilitator
Employment Model17/05/2017
7
Warrigal Shell Cove Org Chart
General Manager
Assistant
General Manager Clinical Care
and
Rehabilitation
Manager
Community
Facilitator
• Commercial Leases
• Club Connect
• Commissioning
• Supplier Agreements
• Financial Reporting & Forecasting
• Liquor Licensee
• Contracted Cleaning
• Laundry
• Grounds Maintenance
• Property Services
• Customer Directed
Care
• Rostering
• Learning & Develop
• Professional Develop
• Talent Management
• Quality Assurance
• Staff & Customer
Portals
• SDM Touch Points
____________________
Direct Reports
- Wellbeing Service Mgr
- Wellbeing Coordinators
- Companion Staff
- Concierge/Reception
• ACFI
• Accreditation
• Clinical Education
• Rostering
• Care Plans
• Case Conferences
• ICare Management
• Medication Admin
• SDM Touch Points
____________________
Direct Reports
- Clinical Staff
- Allied Health
• Life Goal planning
• Peer Networks
• life stories/preference
• Make connections
• Identify assets
• Drive volunteering
• Facilitate
multidisciplinary
approach
_________________
Direct Reports
- Volunteers
Operationalising the model
Warrigal Shell Cove – pilot site for
model
Commissioning mid 201717/05/2017
8
Commercialisation
- Research Questions:
• Bundling model and enablers
• Licensing the model
• Commercialise components of the
model and enablers as stand alone
pieces
Thank you -
Questions