Download - Desktop Installs Continuous Improvement Journey · Right behind better healthcare Desktop Installs Continuous Improvement Journey . Right behind better healthcare healthAlliance –

Right behind better healthcare

Desktop Installs Continuous Improvement

Journey


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


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


Before

4


After

5


After • Centralised Build Area

• Workplace Safety, Cleanliness Checklist and Improved Layout

• Logistics & Automated Scheduling

• Visual Management – Dashboards

6


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.


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

ApprovalPhone

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

!

!

InfraTicket

Created?

Create Ticket

Approval Y

N

N

Y

Replacement Device

Y

N

Scan Paper Request/Approval

and attach to ticket

Reassign Ticket

!

!

InfraTicket

Created?

Create Ticket

Approval Y

N

N

Y

Are stock Levels Low?

N

Replacement Device

Y

NFulfill request from existing

stock?

Y

NLog Repair ticket in Infra

Y

Order direct from Vodafone Portal

Goods Received & Receipted

Assign phone / sim

Delivery/customer Pickup

organisedActivation

WebmailContactsCalendar

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



N

Fulfill request from existing

stock?

N


YLog Multiple Device order


Assign phone / sim

Delivery/customer Pickup organised Activation


Ad Hocs Needs

End User Training Close Service Desk ticket

Is replacement

device the same?

Y

N

Deliver Device

Is it in warrenty



Organise repair with Dr Mobile



Reassign Ticket

!

!

InfraTicket

Created?

Create Ticket

Approval Y

N

N

Y


Are stock Levels Low? N

Replacement Device

Y

N


stock?

Y

N

Y

Log Multiple Device order


Assign phone / sim



Ad Hocs Needs

End User Training

Close Service Desk ticket

Is replacement

device the same?

Y

N

Deliver Device

Is it in warrenty





Reassign Ticket Order direct from

Vodafone PortalGoods

Received & Receipted

Assign phone / sim

Delivery/customer Pickup organised


Ad Hocs Needs

!

!


N

InfraTicket

Created?

Create Ticket

Approval Y

N

YNDHB - Scan Paper Request/Approval and attach to ticket

End User Training


Replacement Device

Isreplacment device the

same?

Y

Y

N

Deliver Device

NFulfill request from existing

stock?

Y

N

Is request fulfilled from CME fund?

Y

Log Repair ticket in Infra for desktop

Services

Y

N

YLog Order requests

assign to Leonard Ross

Test Call

Approval Y

N

Replacement Device

Y

N

N


stock?

YN Create MultipleDevice Order

Y


Assign phone / sim

Delivery/customer Pickup organised

WebmailContactsCalendarSIM Swop

Ad Hocs Needs

Test Call

End User Training


Isreplacment device the

same?

Y

N

Deliver Device


hA Kst - Tony Sickler - DSKTP

End User Training at Karaka St Only



Ad Hocs Needs


Deliver DeviceReplacement Device

Y

N

N

Y

Donate to Starship

Log Repair ticket in Vodafone portal

Is faulty device

internetenabled



VODAFONE. create and send bill

Invoice Approvals Pay BillValidation

Sign Off

!

Email received From Sonya Warner

(Specifically Replacements Only)

Altiris PortalAll tickets Printed and Info

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


!

Create MultipleDevice Order


Assign phone / sim

Re-Assign Service Desk Ticket based on

customer Location

Arrange Courier for devices

ActionInitial

request

ActionInitial

request

Action Initial request

Action Initial request

Action Initial

request

Action Initial

request

Returnn to Requestor




N


Is request fulfilled from CME fund?

Returnn to Requestor Log Repair ticket in

Infra

Is it in warrenty



Recieve Repairticket in SD

Organise repair with 3rd Party

Is it in warrenty



Organise repair with 3rd Party

VODAFONE.

VODAFONE.

VODAFONE.

VODAFONE.

Customer recieves and Uses Phones YN

Reassign Ticket

Returnn to Customer Intitiated Request

SD Manual handover between systems

Manual handover between systems

Action Initial

request

Differing approval required at dpeneddent on how requested, who requests and how device is to be paid

for.

Limited tracking and visibility for the customer until additojnal

rewortk has been completed by the Service desk teams

Receive Bill

Update "My Buiness"

corrections

Validation Invoice ReportsConfirm amounts to pay

Satisfaction:RC Manager is satisfied with billing

- End User is billed correctly and device works

- DHB complete request within SLA without rework

- Vendor receives correct payment on time

Y

N

Process Ends

RC Code Changes

Reports sent to Level3 managers and anyone else on request only.

No real visibility

Not checked - signature added

Does customer fully understand the restirctions of use for tehir device

connection

What are the 'Business Rules' as differes per dept, manager or

individual.

Device set up varies from ticket to ticket dependent on users, webmail - internet

enabled, contacts, calendar. adding/checking data plan, Itunes.

How the phone is paid for will determine who actually does the set of

the device. CME fund for example, BYOD of a hA device.

Ticket assigned based on RC code numbers: Account Numbers- RC Numbers WDHB begins with 01 account number 685711- RC Numbers CMDHB begins with 04 & 53 account number 685710- RC Numbers NDSA begins with 65 account number 739969- RC Numbers hA begins with 85 account number is 685708- RC Numbers HBL begins with 75 000 0000 9261 account number is 685708

Who else can do this series of tasks?

What defines the RC Code / Hardware fund? What are the business rules, how does approval vary

If Correct information (RC Code, person's name) is correct here then DB

is VF responsibility and not hA to rework

No Oracle connectivity. This would require an Oracle 'API' or form to be built \. VF are happy to facilitate this but would expect hA to foot the majorityof the

costs. Financial reporting through different unknown means. Hardware fund has no auditting

With 9 different people to choose from and 8 types of entry option, its no wonder that requests get 'lost' - This

is not Acceptable

N

Y Log Repair ticket in Vodafone portal

Is faulty device

internetenabled

Recieve Repairticket in SD

Donate to Starship


Devices also sen tto the DHB'sdirectly for distribution to end user

Sending the Requester thru the Altirtis Portal actually creates additional steps

in the process. To do this a service desk agent must manually copy the ticket

information from an EM (Email ticket) into the SD tool, where it can be

tracked by the customer.

Karaka St have now started a manual log to track the EM tickets due to information

being dropped or wrongly entered.

They have created additional tasks to ensure the ones they are already doing are done

correctly.

!

Is the CME fund so different that it needs to be completed by different

people? At worst an approavla would be required, but if greater controls in place - with complete visibility - then

CME vs Non-CME is clear to distinguish.

Duplicate payments end up at hA not the individual RC code. Any faulty deivce requires a completely new

request regardless of the action taken.

Lack of stock or a lack of technicians can be frustrating

VF portal has had issues

Cannot order ALL devices in the same way. No iPAD online at Portal for example, thus gets

ordered via CAPEx process.

N

cHANGE REQUIRED?

Multiple regional processes and ways to request with high and inconsistent resolution, processing and elapsed times.

What Does this Mean: End to end Comparison

Single regional process from Request to Billing with a single local entry point , reduced task steps, significantly improved processing and Elapsed times


WHAT WERE THE RESULTS? For the complete end to end process across the Northern Region: • Reduced resolution time from request to billing. • Reduced processing time and elapsed time to complete the process • Reduced number of steps and task involved

WHAT DID WE DO?

• Simplified and standardised approach across the region.

• Reduced the waiting time for all stakeholders

• Access to greater and immediate customer feedback

• Regular visible reporting. • Regionally standard

information easily available to all with Regional Mobile Device Guidelines, FAQ’s and self-help information. Click picture below to visit.

Control Chart to show All Mobile Device Requests: Weekly Frequency and Time to resolve

Before: 12 w/d After: 5.5 w/d

WHAT DOES THIS MEAN? • We have increased capacity among the team, freeing up their time by removing waste and non-

value add tasks. • The upfront data is now 100% correct due to the updated forms, removal of paper, validation

and raised awareness. • Provided clarity, responsibility and accountability with a known and single process owner and

the right people performing the correct task • The decrease in both processing and elapsed time would lead to reduced costs, increased

satisfaction through a more efficient and effective process. • Laid the foundations for future proofing and the continued improvements.

http://pulse.healthcare.huarahi.health.govt.nz/OurServices/InformationServices/MobileDevices.aspx

http://pulse.healthcare.huarahi.health.govt.nz/OurServices/FinanceStrategy/hArmonyContinuousImprovement.aspx