Client: CSL Plasma (Contract via Roth Staffing)
Project Duration: May 2022 – May 2025

Challenge

CSL Plasma, a global leader in plasma collection and biopharmaceutical manufacturing, needed a unified approach to process documentation and communication across its U.S., German, and Hungarian operations. The existing documentation was fragmented, inconsistent, and lacked visibility across regions - resulting in inefficiencies, compliance risks, and limited knowledge-sharing.

Key challenges included:

• A decentralized documentation approach with 800+ workflows in need of organization and standardization.

• Misalignment between Standard Operating Procedures (SOPs), Work Instructions (WIs), and actual workflows.

• The need for bilingual (German/English) documentation to support cross-regional teams.

• Limited staff training and adoption of ARIS BPM, the organization’s process documentation platform.

Approach

1. Foundation – Building a Central Repository

• Managed CSL Plasma’s global ARIS-based process repository, consolidating over 800 workflows into a standardized framework.

• Conducted gap analyses by reviewing existing SOPs, WIs, and workflows to identify redundancies and compliance risks.

• Established best practices for multilingual documentation to ensure consistency in German/English translations.

2. Enablement – Improving Processes & Engagement

• Partnered with 20+ subject matter experts (SMEs) and cross-functional stakeholders to redesign outdated workflows and integrate newly developed lab and center procedures.

• Created and reworked bilingual process flows, narratives, and digital content to enhance compliance, operational efficiency, and staff engagement.

• Ensured alignment between SOPs/WIs and workflow documentation to close gaps and strengthen quality assurance.

3. Growth – Training & Adoption for Long-Term Success

• Delivered targeted ARIS BPM training sessions for plasma center staff, enabling teams to independently manage and update documentation.

• Increased adoption of the ARIS platform by demonstrating its value as a centralized, global knowledge repository.

• Set the foundation for long-term quality improvement by embedding process visibility and alignment across all three regions.

Results

• Streamlined operations: Over 800 workflows standardized, improving cross-regional efficiency and reducing documentation gaps.

• Compliance improvement: Alignment between workflows, SOPs, and WIs strengthened regulatory readiness and audit preparedness.

• Bilingual integration: Consistent English/German documentation improved accessibility and collaboration for international teams.

• Knowledge adoption: ARIS BPM training empowered staff to maintain and update documentation, fostering a culture of self-sufficiency.

• Global alignment: Enhanced communication and visibility across Germany, Hungary, and the U.S. created a unified framework for process improvement.

Impact Statement

By leading CSL Plasma’s global process communication strategy, a scalable documentation system was delivered that not only improved operational efficiency but also reinforced compliance and quality in plasma center and lab operations worldwide.

Client: City of Richmond – Department of Public Utilities (Contract via Insight Global)
Project Duration: October 2025 –February 2026

Challenge

The City of Richmond’s Department of Public Utilities (DPU) initiated a major modernization effort to replace its 30-year-old legacy Customer Information System (CIS) with Oracle Utilities Customer Cloud Service (CCS) – a cloud-based platform supporting billing, meter-to-cash operations, customer service, and utility data integration.

To ensure a smooth transition, DPU needed clear, consistent, and CCS-aligned documentation that would help staff understand new workflows, navigate complex system functionality, and adopt new processes with confidence.

Key challenges included:

• Migrating decades-old, inconsistent, and undocumented processes into a structured, cloud-based environment.

• Translating CCS capabilities (billing, meter data, customer service, service orders, integration workflows) into accessible documentation.

• Ensuring alignment between operational processes, technical requirements, and user-facing procedures.

Approach

1. Foundation – Building Clear, Accurate Documentation

• Supported the development of comprehensive system and process documentation for the CCS rollout, including user guides, procedures, and workflow narratives.

• Documented critical meter-to-cash processes such as customer onboarding, meter reading, billing cycles, collections, service orders, and customer interactions.

• Collaborated with SMEs to capture current-state workflows and translate them into structured CCS-aligned processes.

2. Enablement – Translating Complex Processes into User-Friendly Materials

• Converted highly technical system configurations into clear, step-by-step guides designed for non-technical staff.

• Aligned documentation with real workflows used by DPU teams, reducing ambiguity and improving overall readiness.

• Provided documentation support that helped departments begin training and adoption ahead of system rollout.

3. Growth – Supporting Adoption & Long-Term Operational Success

• Developed role-focused materials to help employees understand new processes and transition away from legacy systems.

• Improved operational clarity by organizing content into user-friendly formats that can be updated as CCS evolves.

• Positioned DPU teams to maintain documentation internally by providing structured templates and standardized content formats.

Results

• Modernized documentation: Outdated, fragmented process information replaced with standardized CCS-aligned workflows.

• Improved staff readiness: Clear, role-based guides supported training and reduced confusion during system transition.

• Operational clarity: End-to-end process documentation increased transparency across customer service, billing, and field operations.

• Scalable system support: Documentation now aligns with Oracle CCS’s modular architecture, making future updates and enhancements easier to manage.

• Risk reduction: Stronger alignment, accuracy, and communication helped stabilize a high-impact modernization initiative.

Impact Statement

By supporting the City of Richmond’s transition to Oracle Utilities Customer Cloud Service, this project delivered a structured documentation foundation that enhances operational clarity, improves staff readiness, and supports long-term success of the city’s modernized customer service and utility billing platform. The result is a more efficient, future-ready utility system built on clear processes, accessible guidance, and sustainable documentation practices.

Client: CSL Plasma (Contract via CXC Global)
Project Duration: March 2026 – March 2027

Challenge

As CSL Plasma explored the adoption of AI-enabled technologies across its plasma center network, the organization launched the “Greenhouse Initiative” to evaluate emerging digital solutions aimed at improving donor experience, operational efficiency, and clinical workflow optimization.

However, introducing AI into regulated healthcare operations presents complex challenges. Before selecting technology vendors, CSL needed clear operational models showing how AI solutions could safely integrate into plasma center workflows.

Key challenges included:

• Limited visibility into how proposed AI solutions would interact with existing donor intake, scheduling, and screening workflows.

• The need to evaluate multiple AI vendors against real operational processes rather than abstract technology capabilities.

• Ensuring that automation opportunities do not compromise regulatory compliance, donor safety, or required human oversight.

Approach

1. Foundation – Mapping Current Plasma Center Operations

• Developed AS-IS operational process maps documenting donor workflows across key plasma center activities including donor scheduling, intake, health screening, eligibility verification, and donation preparation.

• Identified operational bottlenecks, manual intervention points, and areas of donor friction within existing workflows.

• Translated complex center procedures into clear, decision-ready process models enabling leadership to understand operational realities before introducing automation.

2. Enablement – Designing AI-Enabled Future-State Workflows

• Created TO-BE process architectures demonstrating how emerging AI technologies could integrate into plasma center operations.

• Modeled potential AI-enabled workflows including automated donor scheduling, digital health screening and eligibility assessments, AI-assisted donor triage and intake processes.

• Developed structured workflows illustrating human oversight checkpoints, ensuring that proposed automation maintains compliance with clinical and regulatory requirements.

3. Growth – Supporting Technology Vendor Evaluation

• Produced process models used by leadership to evaluate AI vendor capabilities against real operational scenarios.

• Designed workflow frameworks that helped stakeholders compare vendor functionality, operational integration requirements, compliance considerations risk mitigation strategies.

• Facilitated collaboration between operations leaders, technology teams, and external vendors to ensure alignment between technology capabilities and operational realities.

Results

• Operational clarity: Established a clear baseline of plasma center workflows, enabling leadership to assess automation opportunities with confidence.

• Vendor evaluation support: Process models provided a structured framework for comparing AI solutions against operational requirements.

• Risk mitigation: Future-state workflows incorporated human verification and regulatory checkpoints to ensure donor safety and compliance.

• Technology readiness: CSL Plasma gained actionable insight into how AI tools could realistically integrate into plasma center operations.

• Decision enablement: Leadership was equipped with operational models that supported strategic decision-making regarding AI adoption.

Impact Statement

By developing structured process architectures for CSL Plasma’s AI Greenhouse Initiative, operational workflows were translated into decision-ready models that guided the safe and effective integration of emerging technologies.

This work enabled CSL Plasma to evaluate AI innovations through the lens of real operational processes – ensuring that future technology adoption enhances efficiency and donor experience while maintaining the regulatory rigor required in plasma center operations.