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Case Study Presentation
 

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    Case Study Presentation Case Study Presentation Presentation Transcript

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      ESD outdated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