News from Heliomare

Customer Process Management in Heliomare

Heliomare continues to evolve. The project Customer Process Management (KPM) is a strategic step towards a more efficient organisation for the client. If all goes well, KPM will take away the dissatisfaction and frustration about client relations. It offers time savings and ensures cohesion between the business units, and leads to greater satisfaction among clients and employees.

What is KPM and who is involved? Frans Le Fèvre, manager and project leader for KPM Rehabilitation & Sports, talks about the background and motivation for this project.

"Simply put, KPM is a roadmap; a standard schedule for the entire organisation with precise indication of the treatments in each business unit. If the client starts in one of the business units the roadmap for the entire organisation is put into operation. Where there were first vertical lines, with all business units displayed next to each other, now there will be a horizontal layout across all business units. KPM thus offers opportunities for greater cooperation between the different business units.

Our steering committee of Hans van Dinther (Group Controller), Marcel Dekker (Manager Living & Daycare, Willem van der Meer (ICT Manager & Quality), Jane de Reuver (Senior Staff Quality) and Karin Bauritius (Manager for Administrative Process), addresses the impact of the project plan."

Heliomare is the cradle of the development of KPM. "A few years ago there were quite a few complaints. This was not so strange, because Heliomare has grown significantly in recent years so that the exchange between clients was not always smooth. To communicate well with 1,500 employees is difficult. Moreover, the funding structure is complicated; a client that walks into our school makes use of the residential training but also comes to the rehabilitation services; the funding, however, goes through various channels. Nevertheless, the client and their parents just want everything to be settled.

The client is put at the heart of the process, but the process itself is assessed in terms of efficiency. Employees want to have efficient access to information regarding their clients instead of discussing with the operations supervisor, the supervisor with the physiotherapist and then again with the outpatient supervisor. KPM connects care, cure and education regarding a client. I would like everybody to say within two years: ‘You need to go to Heliomare, since they do almost everything right first time!’"

Heliomare will lead one of the workshops at the Annual Conference in Waterford on this subject! Already want to know more? Please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it