Diane Burton is an IT Client Services Manager at Seattle Cancer Care Alliance with nearly 20 years of experience. She believes in responding urgently and taking ownership of issues. Cherwell has helped her team implement process improvements through "One-Steps", which are pre-defined workflows that automate common service desk tasks. This reduces waste and turns the service desk into a "LEAN machine". Some examples of One-Steps her team has created with Cherwell include automated hardware requests, sending instructions to customers, and allowing remote assistance directly from the ticket. Process improvements have saved her small team significant time and money while improving customer service.

1. Diane Burton
Seattle Cancer Care Alliance
“Cherwell One-Steps can Turn your Service
Desk into a LEAN Machine!”
Diane Burton is a passionate IT Client Services Manager with
nearly 20 years’ experience in the IT Services realm. Coming
up through the ranks from HelpDesk specialist to Desktop
Support to Team Lead to Manager allows her to not only
understand what her teams responsibilities are, but to
actually be able to occasionally roll up her sleeves and help
her team out! Responding with both urgency and ownership
is paramount to Diane and her team, and the Seattle Cancer
Care Alliance has found that Cherwell is an excellent tool in
their arsenal! Diane is the VP of Finance for the Seattle
Chapter of HDI and has been presented with numerous
Leadership and Customer Service awards throughout her
career.

2. Cherwell One Steps
can turn your Service Desk
into a LEAN Machine!
Diane Burton – Seattle Cancer Care Alliance

3. Introduction/Agenda
• IT Client Services Manager for SCCA
• Customer of Cherwell since late 2011 –
went LIVE with Cherwell on Jan. 5th, 2012
• Small staff………..very small......teeny as a matter of fact!
• CPI/Lean at the SCCA
• Waste Wheel
• Examples of One-Steps we created
• Free form Q&A

4. CPI/Lean at the SCCA
What is CPI!?
CPI stands for “Continuous Process
Improvement”…think of it as no-nonsense
process streamlining. Something each of us
should be looking to do each and every day!

5. Why should we do this!?
So many reasons! First, why do things the
hard, labored way – if there is an easier,
more streamlined approach to do something
we do regularly? Let’s take a look at
changing things up!

6. Another reason to take a look at and move
towards process improvement is cost savings
to your organization. Any improvement to
processes should result in less time to do
something, which improves productivity
which directly leads to a reduction in
resource spend….everyone likes that!
Let’s take a look at
a simple
calculation….

7. Process improvement for a repeatable task is implemented saving
approximately 15 minutes per day for each of 4 staff members…..
4x15=60 minutes saved per day
60x5=300 minutes saved per week
300x4.5=1,350 minutes saved per month
1350x12=16,200 minutes saved annually
That equates to 270 HOURS
saved, or 33.75 8 hour working
days!

8. $4,050 in savings
annually!!!
In this simple example, with the savings per minute at
just $.25, the savings for this single process
improvement equates to:
And THAT is a LOT of Pizza!!

9. Improving Processes doesn’t just
save money……….it also:
Frees staff up from mundane, repeatable tasks
to…
• Spend more time on projects
• Perform deeper research
• Deliver better overall customer service
• Provide time for learning/training
on new technologies

10. How do we start?
Look at things we do each day – repeatable
processes and ask ourselves:
• Does this current process make sense?
• Is there, could there be a better way to do this?
• Why do we do this anyway?

11. Introducing the “Waste Wheel”

12. The “Waste Form”

14. The ideas and the Waste Forms
can really, really add up!

15. From WWW to One-Step!
Some of the One-Steps or other enhancements
we have initiated as a result of our WWW
meetings are:
Remote Assist from within the
Cherwell Customer Screen

16. By clicking on the
computer name,
we are able to
initiate a Remote
Session with our
customer. Having
this available
from within
Cherwell saves us
a lot of time!

17. Hardware Requests
Consolidated 6 forms into 1
All pertinent information is
required for submission
• NO GUESSING!
• Auditable!
• Easy to fill out!

18. Automated incoming Email to Service Request
This process
improvement saves a
ton of time! We can
now categorize the
request
manually……….OR

19. Run the new hardware request
One-Step

20. We’ve created One-Steps for…
New Desktops
New Laptops
New Pagers
New Printers
The possibilities are endless!

21. And……
If we get an email request about ‘How To’ get new
hardware or software, we have a one-step for that too!
Dear <customer first name>,
We thank you for your inquiry regarding the purchase/acquisition of new computer
hardware or software.
Please fill out the IT Hardware Software request form located at the link below. Once
submitted, the IT Service Desk will open a ticket corresponding directly to your
approved request.
New Hardware/Software request form link
Thank you!
IT Service Desk
itsd@seattlecca.org
206.288.8200

22. Printer Move One-Step

23. Phishing email One-Step

24. Someone need instructions?

25. With two mouse
clicks, the ticket is
filled in, assigned,
updated, resolved,
closed, and an
email is sent
directly to the
requestor!

26. Other improvements using One-
Steps within Cherwell include…
Send instructions for Network Remote
Access
Send email to register a computer with our
EMR
Send instructions for accessing/setting up
WebEx conferences
Send instructions on how to check
voicemail/email remotely

27. Process improvement is even
touted on “The IT Crowd”…

28. Self Service as a process improvement!

34. Group Discussion
What One Steps have you
implemented!??!

35. Thank you for attending!
Please fill out an evaluation
form! 