Operations consulting · South Carolina · Since 2021
The person you hire is the person who does the work.
Vitraya Consulting is a single-principal practice. I take on operational problems that cross people, process and technology, and I stay on them until they are closed. When an engagement needs more hands, they come from people I have worked with and would vouch for by name. I do not hand the work off. Whoever else is on it, I am the one answerable for it.
The practice
Six kinds of work, and the reason each one gets called in.
Most engagements start as one of these and turn out to be two of them.
- Process excellence
- Mapping what actually happens rather than what the procedure says, then removing the steps that exist only because nobody has questioned them since the last system change.
- Program and project management
- Owning the plan, holding the dates, and saying early and plainly when a date is not going to hold. The second part is what most programs are missing.
- Customer experience
- Following the journey end to end, including the parts that happen in a call center queue or a back office no customer ever sees but every customer feels.
- Change management
- Getting the people who have to work differently on the day of go-live ready for it, which is a different discipline from communicating that a change is coming.
- Technology implementation
- Selecting, configuring and landing a new system, including the parts nobody demos: data migration, parallel running, and the week after go-live when everyone discovers what the sales cycle did not cover.
- Organizational design
- Structuring teams around the work they actually do, with accountability that survives the next reorganization rather than resetting with it.
Built in house
BMOS came out of the consulting, not a whiteboard.
Benefits teams run multi-million dollar programs out of shared drives, calendar reminders and one person's memory. The contract changes in March and the plan document does not follow until somebody notices in November. BMOS is the system that closes that gap.
Eight modules over one shared client record, so a carrier amendment pulls the summary plan description, the employee notice, the vendor scorecard and the eligibility feed along with it. Vitraya Consulting builds it, owns it, and sells it directly.
- CRMSWhat did you agree to?
- BDMSWhat did you promise employees?
- BCMSWhat went out, and when?
- VPMSIs the vendor holding to the SLA?
The principal
Adam Campbell
Adam has spent more than a decade helping organizations find the real constraint in an operation and then remove it, across program and project management, process improvement, workforce management, customer experience, technology implementations and call center effectiveness.
He began his consulting career at Major Oak Consulting, leading large scale transformation efforts and key client initiatives across the firm's client base.
Before consulting, Adam served five years as a law enforcement officer in Mount Pleasant, South Carolina, after graduating from the College of Charleston. It is an unusual route into this work and a useful one. Both jobs come down to getting a clear account of what happened from people who each saw part of it.
He lives and works on the South Carolina coast.
Sectors worked Entertainment · Healthcare · Financial services · Technology · Medical supply · Telecommunications · Fleet services · Construction
Contact
Tell me what is not working.
A first conversation costs nothing and usually takes twenty minutes. If it is not something I can help with, I will say so and point you at someone who can.