Desktop Installs Continuous Improvement Journey Right behind better healthcare Desktop Installs...

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Transcript of Desktop Installs Continuous Improvement Journey Right behind better healthcare Desktop Installs...

  • Right behind better healthcare

    Desktop Installs Continuous Improvement

    Journey

  • Right behind better healthcare

    healthAlliance – Performance Improvement

    Here are 2 examples of the ongoing developments in process, practice and culture, the IT

    Desktop Installs and the Continuous Improvement team’s have successfully delivered.

    1) Desktop Replacement Process

    2) Optimisation of the Mobile Devices Service Line

  • Right behind better healthcare

    1) Desktop Replacement Process

    • ADHB Locations had 24 steps and required multiple system entries.

    • CMH/WDHB Locations had 18 steps and required system entries into multiple systems

    • NDHB Locations had 15 steps and required entry into multiple systems.

    • Challenges across our environment, included

    – No visibility for our customers of "who's next"

    – Reporting only available at the end of the month and large overhead for this work

    – Stock management happened at the end of the month, also with large overhead to complete

  • Right behind better healthcare

    Before

    4

  • Right behind better healthcare

    After

    5

  • Right behind better healthcare

    After • Centralised Build Area

    • Workplace Safety, Cleanliness Checklist and Improved Layout

    • Logistics & Automated Scheduling

    • Visual Management – Dashboards

    6

  • Right behind better healthcare

    MOBILE DEVICES 2) Optimising the

    Service Line

    The Northern region has multiple processes for any customer to request a mobile

    device related services causing rework, delays and a reduced level of service.

    Project Purpose:

    Optimise the complete end to end Mobile Device from the customer request , receiving,

    assigning, configuring, delivery, correct billing and customer satisfaction.

  • Right behind better healthcare

    End User (Requestor)

    Local DHB rep

    Service Desk

    V&D - BM

    V&D - DM/GH

    Linda Phillips

    Desktop Services - TS

    Service Delivery - PE

    Desktop Services - Other

    Shirley Eaton

    Leonard Ross

    Desktop Services

    V&D - Chirs Fong

    Accounts Payable

    Gordon Herdman

    Vodafone

    CSC

    ASSINGING TICKET Change Replacement and repair STOCK CONTROL SATISFACTIONOrder from VF VF receive and deliver Receive Device, Set up & Deliver Cust Receipt BILLINGREQUEST & APPROVAL

    Customer Intitiated Request

    Altiris Self Service Portal

    Altiris

    Infra

    Approval Phone

    Walk-In

    Email

    Fax

    Action Initial

    request

    Additional Steps required dependent on

    request method and location

    Paper

    Approval

    !

    !

    Ticket Created?

    Create Ticket

    Approval Y

    N

    N

    Y

    Altiris Self Service Portal

    Altiris

    Infra

    Phone

    Walk-In

    Email

    Fax

    Additional Steps required dependent on

    request method and location

    Paper

    Approval

    Reassign Ticket

    !

    !

    Infra Ticket

    Created?

    Create Ticket

    Approval Y

    N

    N

    Y

    Replacement Device

    Y

    N

    Scan Paper Request/Approval

    and attach to ticket

    Reassign Ticket

    !

    !

    Infra Ticket

    Created?

    Create Ticket

    Approval Y

    N

    N

    Y

    Are stock Levels Low?

    N

    Replacement Device

    Y

    N Fulfill request from existing

    stock?

    Y

    NLog Repair ticket in Infra

    Y

    Order direct from Vodafone Portal

    Goods Received & Receipted

    Assign phone / sim

    Delivery/custome r Pickup

    organised Activation

    Webmail Contacts Calendar

    Ad Hocs Needs

    End User Training Close Service Desk ticket

    Is replacement

    device the same?

    Y

    N

    Deliver Device

    Is it in warrenty

    Can Device be repaired

    Log Repair ticket in Infra

    Organise repair with Dr Mobile

    VF Technician repair on site or replace

    Return new/fixed device to stock

    Order direct from Vodafone Portal

    Are stock Levels Low?

    N

    Fulfill request from existing

    stock?

    N

    Log Repair ticket in Infra

    Y Log Multiple Device order

    Goods Received & Receipted

    Assign phone / sim

    Delivery/custome r Pickup organised Activation

    Webmail Contacts Calendar

    Ad Hocs Needs

    End User Training Close Service Desk ticket

    Is replacement

    device the same?

    Y

    N

    Deliver Device

    Is it in warrenty

    Can Device be repaired

    Log Repair ticket in Infra

    Organise repair with Dr Mobile

    VF Technician repair on site or replace

    Return new/fixed device to stock

    Reassign Ticket

    !

    !

    Infra Ticket

    Created?

    Create Ticket

    Approval Y

    N

    N

    Y

    Order direct from Vodafone Portal

    Are stock Levels Low? N

    Replacement Device

    Y

    N

    Fulfill request from existing

    stock?

    Y

    N

    Y

    Log Multiple Device order

    Goods Received & Receipted

    Assign phone / sim

    Delivery/customer Pickup organised Activation

    Webmail Contacts Calendar

    Ad Hocs Needs

    End User Training

    Close Service Desk ticket

    Is replacement

    device the same?

    Y

    N

    Deliver Device

    Is it in warrenty

    Can Device be repaired

    Log Repair ticket in Infra

    VF Technician repair on site or replace

    Return new/fixed device to stock

    Reassign Ticket Order direct from

    Vodafone Portal Goods

    Received & Receipted

    Assign phone / sim

    Delivery/customer Pickup organised

    Webmail Contacts Calendar

    Ad Hocs Needs

    !

    !

    Are stock Levels Low?

    N

    Infra Ticket

    Created?

    Create Ticket

    Approval Y

    N

    Y NDHB - Scan Paper Request/Approval and attach to ticket

    End User Training

    Close Service Desk ticket

    Replacement Device

    Is replacment device the

    same?

    Y

    Y

    N

    Deliver Device

    N Fulfill request from existing

    stock?

    Y

    N

    Is request fulfilled from CME fund?

    Y

    Log Repair ticket in Infra for desktop

    Services

    Y

    N

    Y Log Order requests

    assign to Leonard Ross

    Test Call

    Approval Y

    N

    Replacement Device

    Y

    N

    N

    Fulfill request from existing

    stock?

    YN Create Multiple Device Order

    Y

    Order direct from Vodafone Portal

    Assign phone / sim

    Delivery/customer Pickup organised

    Webmail Contacts Calendar SIM Swop

    Ad Hocs Needs

    Test Call

    End User Training

    Close Service Desk ticket

    Is replacment device the

    same?

    Y

    N

    Deliver Device

    Are stock Levels Low?

    hA Kst - Tony Sickler - DSKTP

    End User Training at Karaka St Only

    Delivery/customer Pickup organised Activation

    Webmail Contacts Calendar

    Ad Hocs Needs

    Close Service Desk ticket

    Deliver DeviceReplacement Device

    Y

    N

    N

    Y

    Donate to Starship

    Log Repair ticket in Vodafone portal

    Is faulty device

    internet enabled

    VF Technician repair on site or replace

    Return new/fixed device to stock

    VODAFONE. create and send bill

    Invoice Approvals Pay BillValidation

    Sign Off

    !

    Email received From Sonya Warner

    (Specifically Replacements Only)

    Altiris Portal All tickets Printed and Info

    Entered in VF portal for hA / HBL / WDHB / CDHB / NDSA

    Order direct from Vodafone Portal

    !

    Create Multiple Device Order

    Goods Received & Receipted

    Assign phone / sim

    Re-Assign Service Desk Ticket based on

    customer Location

    Arrange Courier for devices

    Action Initial

    request

    Action Initial

    request

    Action Initial request

    Action Initial request

    Action Initial

    request

    Action Initial

    request

    Returnn to Requestor

    Returnn to Requestor

    Returnn to Requestor

    Returnn to Requestor

    N

    Returnn to Requestor

    Is request fulfilled from CME fund?

    Returnn to Requestor Log Repair ticket in Infra

    Is it in warrenty

    Can Device be repaired

    Return new/fixed device to stock

    Recieve Repair ticket in SD

    Organise repair with 3rd Party

    Is it in warrenty

    Can Device be repaired

    Return new/fixed device to stock

    Organise repair with 3rd Party

    VODAFONE.

    VODAFONE.

    VODAFONE.

    VODAFONE.

    Customer recieves and Uses Phones Y

    N