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Case Study Presentation

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Case Study Presentation

  1. 1. Case Analysis:William Beaumont Army Medical Center<br />By: Daniel Rivera and Gabbi Rodriguez<br />Business Team 7<br />
  2. 2. Agenda<br />Overview of organization and it’s specialties<br />What is the Help Desk?<br />Attempt to solve communication problem<br />Critical concerns<br />Aspects affected<br />Specific solutions<br />Help Desk’s motivation<br />
  3. 3. William Beaumont Army Medical Center (WBAMC)<br />Main military hospital on Fort Bliss<br />Over 7 other medical treatment facilities on Ft. Bliss<br />Surge in soldier population<br />New facilities under construction<br />
  4. 4. Help Desk<br />Services all facilities<br />2,000+ computers needing repair<br />7 local technicians<br />4 technicians for Fort Bliss, Biggs Air Field, White Sands Missile Range<br />
  5. 5. Areas of Expertise<br />Quick turnaround time<br />Great customer service<br />Knowledgeable staff<br />
  6. 6. Work Load<br />Handle majority of computer issues<br />Hardware<br />Medical Software<br />Networking<br />Hands on repair<br />Phone calls<br />100+ calls daily<br />Essentially an in-house call center<br />Ability to connect remotely<br />50-60% of the time<br />
  7. 7. Attempt #1 – San Antonio<br />Enterprise Service Desk (ESD)<br />Resolve Tier I (minor) issues<br />Networking printers<br />Email set up<br />Program installation<br />Eliminate local calls<br />Problems forwarded to WBMAC if they can’t handle<br />
  8. 8. Failed Attempt<br />ESD outdated<br />Knowledgebase (KB) never updated<br />KB without guidelines<br />More Tier I’s forwarded to WBMAC than needed<br />Misdiagnosed tickets<br />WBMAC and ESD not communicating<br />
  9. 9. Critical Concern #1 Kiosk Workstation<br />Logged in at all times<br />Quick access to patient info.<br />More efficient<br />One login at at time<br />Log in and out constantly<br />Encryption software<br />Several minutes<br />Rebooting is basic troubleshooting<br />Lack of education<br />Waste time<br />
  10. 10. Critical Concern #2Client Infrastructure<br />Thin client workstation<br />Opposite of conventional computers<br />No internal storage<br />Rely on network resources<br />Several layers of work<br />Delicate settings<br />ESD tech isn’t familiar with<br />Process takes several days<br />
  11. 11. Ticket Time<br />Normally took no longer than 72 hours<br />Now can take over a week<br />Customers are feeling the time lag<br />Common nuisances not resolved at Tier I level<br />
  12. 12. Recommendations<br />1st Solution<br />Establish lead technicians at both locations<br />They are primary points of contacts for emergency updates<br />Establish regular communication between the two<br />Phone Conference<br />Email<br />Video Conference<br />Communicate updates, troubleshooting methods<br />
  13. 13. Recommendations<br />Establish visibility of San Antonio Knowledgebase (KB)<br />Local side can make suggestions<br />Easiest way to update<br />Catch any errors<br />Discuss how both deal with daily problems<br />2nd Solution<br />
  14. 14. Benefits(of both solutions)<br />Will establish open, honest communication<br />Cost effective<br />No longer wasting time on fixing errors<br />No further resources needed<br />Ticket turnaround will be positively affected<br />Reducing false alarm/misdiagnosed tickets<br />Removing erroneous information<br />Best customer service possible<br />
  15. 15. Striving for the Best<br />Goal is not only to fix computers QUICKLY as possible<br />Increase patient satisfaction<br />Recover/forward medical history quickly<br />Patient schedule on demand<br />Increase medical personnel efficiency<br />Physicians not bothered with broken computers<br />Focus on the patient<br />
  16. 16. Thank You<br />William Beaumont Army Medical Center Help Desk<br />All images courtesy of Getty Images<br />