ARCHIBUS footprint on            Service ExcellenceGianni Di LuzioIntegrated Service ManagementHealthcare / Customer Servi...
Presentation Agenda         Who we are, Customers, Team1        Our “First Experience” with ARCHIBUS         Innovation Pr...
Siemens Healthcare  Medical Imaging    Angiography                                   <Image1: mosaic image of    Computed ...
Siemens Healthcare                Customer                                                  <Image1: mosaic image of      ...
Siemens Healthcare & ISM Team                Customer                  Integrated Service Management            Customer S...
ISM Business: Our Projects    36 current projects: 95% Public,    5% Private    1 Facility & Biomed Site    20.000 Biomed ...
ISM: Our Team    2 Headquarter Offices                                                                            1300 Km ...
Our “First Time” with ARCHIBUS   2000           2001             2002                  2005                 2008          ...
Innovation pressure                                                                                               5       ...
Key Decision: ARCHIBUS Web Central          Siemens ISM – In House                             Partnership eFM  ●ARCHIBUS ...
st1      Task       Solving Information Fragmentation                                                “Site” organization  ...
st1       Task        Solving Information Fragmentation       On Site                                                     ...
st 1      Goal        Web Central from “Site” to “National”                                                1 National Data...
1        Goal         Shared Information and Common Workflow      On Site                                                 ...
nd2     Task    Solving On Demand Service Request Delivery “Options”1. Email, fax to OS HQ Office2. Email, fax to Regional...
nd2     Goal     National Solution for On Demand Service Request1.    ARCHIBUS Web Central Service Request2.    Email, Fax...
rd3     Task    Redundant Dispatching Processes for On Demand Service      Several Local Offices doing the                ...
rd3     Goal    On Demand Service Dispatched by ARCHIBUS & Service Desk      Forwarding of Calls depending on             ...
th4     Task    Solving Equipment Model AmbiguityMedical Equipment Model Identification Ambiguity > 10%      •   Siremobil...
th4     Goal    Equipment Standard National DatabaseEquipment Standard for Healthcare, 62088 Models Coded      •   Siremob...
th4     Goal    Equipment Standard National DatabaseEquipment Standard for Healthcare, 62088 Models Coded      •   Siremob...
th4     Goal    Equipment Standard Information                                                For external use / © 2011 Si...
th4     Goal    Equipment Standard Information                                                For external use / © 2011 Si...
th4     Goal    Equipment Standard Information          Equipment Overview          Technical Data Sheet                En...
th4     Goal    Equipment Standard Information          Equipment Overview          Technical Data Sheet                En...
Web Central Reports for a Global Point of View                                                     ISM                    ...
Integration Project   Dashboards to Monitor KPI’sKey Performance Indicators to Monitor On-Site Performance     •    Strate...
Integration Project   Dashboards to Monitor KPI’sKey Performance Indicators to Monitor On-Site Performance     •    Strate...
For external use / © 2011 Siemens Healthcare.Page 30   15 Feb 2011   Gianni Di Luzio   Siemens Healthcare / SWE / Customer...
Integration Project          KPI’s to Monitor Service Performance                   Measurement/Frequency/Responsibility  ...
Integration Project          KPI’s to Monitor Service Performance                   Mesurement/Frequency/Responsable      ...
For external use / © 2011 Siemens Healthcare.Page 33   15 Feb 2011   Gianni Di Luzio   Siemens Healthcare / SWE / Customer...
Conclusion     ARCHIBUS Web Central          National Information Repository          Centralized Web Application     New ...
Thank you for your attention! “ Innovation creates more Innovation and      Industry has to respond pratically      overni...
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Presentazione Siemens all' Archibus user conference 2011 siemens

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Presentazione del progetto Archibus di Siemens Health Care all'International User Conference 2011 che gli fatto vincere l'ambito premio Application Excellence Award graze al progetto di implementazione dell' applicazione unica e innovativa Archibus svolto con il supporto di eFM.

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Presentazione Siemens all' Archibus user conference 2011 siemens

  1. 1. ARCHIBUS footprint on Service ExcellenceGianni Di LuzioIntegrated Service ManagementHealthcare / Customer Services For external use / © 2011 Siemens Healthcare.
  2. 2. Presentation Agenda Who we are, Customers, Team1 Our “First Experience” with ARCHIBUS Innovation Pressure Web Central for Organization Transformation2 Equipment Standard Auto id Integration Project with SAP & BI For external use / © 2011 Siemens Healthcare.Page 2 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  3. 3. Siemens Healthcare Medical Imaging Angiography <Image1: mosaic image of Computed Tomography Magnetic Resonance Siemens Healthcare world> Mammography Laboratory Diagnostics Core Lab: Hematology, Clinical Chemistry Molecular Diagnostics Therapy Systems Radiation Oncology, Electrophysiology Health Information Technology Hearing Instruments For external use / © 2011 Siemens Healthcare.Page 3 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  4. 4. Siemens Healthcare Customer <Image1: mosaic image of Siemens Healthcare world> Customer Services Imaging & Clinical Diagnostics Therapy Products Systems For external use / © 2011 Siemens Healthcare.Page 4 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  5. 5. Siemens Healthcare & ISM Team Customer Integrated Service Management Customer Services Other Other Imaging & Clinical Diagnostics Manufacturers Vendors Therapy Products Systems Medical Equipment Installed Base On Call Service Management Preventive Maintenance Regulatory compliance issues For external use / © 2011 Siemens Healthcare.Page 5 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  6. 6. ISM Business: Our Projects 36 current projects: 95% Public, 5% Private 1 Facility & Biomed Site 20.000 Biomed & DI Devices 6.000 Service Calls/Year 20.000 Preventive Maintenance/Year 700 PM Procedures For external use / © 2011 Siemens Healthcare.Page 7 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  7. 7. ISM: Our Team 2 Headquarter Offices 1300 Km 3 Business Administration 800 Miles 3 Operation Support 1Team Manager, 2 Operation Mgrs 5 Site Managers 5 On-Site Administrators 4 Senior DI Engineers 8 On Site Biomed Engineers 2 Tech Solution 156 Vendors/Service providers For external use / © 2011 Siemens Healthcare.Page 8 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  8. 8. Our “First Time” with ARCHIBUS 2000 2001 2002 2005 2008 2009Siemens USA Translation A/FM11 A/FM16 ARCHIBUS on ??Tom’s Version 1° Go-Live Major Projects Next Step 400 Equipment 50% TOT Projects 18 For external use / © 2011 Siemens Healthcare.Page 9 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  9. 9. Innovation pressure 5 3 4 Technology 1 Hospitals 2 Managers Contracts Facility Web Applications Cloud Market More cost Management Computing Reduce cost of control andPublic health healthcare SLA Monitoring Businessservice from delivery IntelligenceNational toRegionaladministration SLA monitoringFewer resources and Penalties Powerful tools For external use / © 2011 Siemens Healthcare. Page 10 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  10. 10. Key Decision: ARCHIBUS Web Central Siemens ISM – In House Partnership eFM ●ARCHIBUS Customization ● ARCHIBUS Customization ●ARCHIBUS User Support – App. ●IT Integration Solution ●ARCHIBUS User Support – Proc. ●Facility Services ●Front office ●Service Desk Package ●Back office ●Back office Focus on our Core Activities medical equipment services For external use / © 2011 Siemens Healthcare.Page 11 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  11. 11. st1 Task Solving Information Fragmentation “Site” organization 18 ARCHIBUS Projects Islands of InformationARCHIBUS No Common ProcessesProjects No Strategic Analysis Repeatitive activities Dissemination of Information For external use / © 2011 Siemens Healthcare. Page 12 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  12. 12. st1 Task Solving Information Fragmentation On Site Off SiteAdm. Staff, Service Mgr Operation Support Operation Mgr V1 V2 V3 Inventory Information Inventory Information Inventory Information Equipment List Equipment List Equipment List + + 3 Vendor Info Vendor Info + + Manufacturer Info Manufacturer Info 1 2 + Financial data V3 V3 For external use / © 2011 Siemens Healthcare. Page 13 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  13. 13. st 1 Goal Web Central from “Site” to “National” 1 National Database Information partitioned ResponsibilitiesARCHIBUS RolesNational DB Workflows National Asset Inventory Information shared I know, you know, all know Shared Workflow Solutions For external use / © 2011 Siemens Healthcare. Page 14 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  14. 14. 1 Goal Shared Information and Common Workflow On Site Off SiteAdm. Staff Service Mgr Operation Support Operation Mgr Eq Data SLA, Vendor Info Equipment Value Safety Date, Service Price + Complia Price Manufacturer Info nce + Update Service ContractsInsert EQ Record EQ Record EQ Record EQ RecordTo Validate To Validate To Validate Validated For external use / © 2011 Siemens Healthcare. Page 15 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  15. 15. nd2 Task Solving On Demand Service Request Delivery “Options”1. Email, fax to OS HQ Office2. Email, fax to Regional Office Area 13. Email, fax to Regional Office Area 24. Email, fax to Regional Office Area 35. Email, fax to On-Site Office Pescara6. Email, fax to On-Site Office Rome7. Email, fax to On-Site Office Cagliari8. Email, fax to Regional Site Manager9. Direct Phone Call Emergency For external use / © 2011 Siemens Healthcare.Page 16 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  16. 16. nd2 Goal National Solution for On Demand Service Request1. ARCHIBUS Web Central Service Request2. Email, Fax National Service Desk3. Toll-free Call National Service Desk For external use / © 2011 Siemens Healthcare.Page 17 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  17. 17. rd3 Task Redundant Dispatching Processes for On Demand Service Several Local Offices doing the Site Site same thing (Redundant resources) Person dependent processes (low response time) Operation Support / Regional Office ARCHIBUS WR Status updated 2 Monthly Dispatching Vendor Site Manager “Overflow” Service Call 3 Site Manager Site 1 For external use / © 2011 Siemens Healthcare.Page 18 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  18. 18. rd3 Goal On Demand Service Dispatched by ARCHIBUS & Service Desk Forwarding of Calls depending on Site Site equipment information. Service Desk smart dispatching Vendor activated with no delay Service Desk Dispatching Info updated on 2 Dispatching ARCHIBUS real-time by Service Vendor Desk Service Call Customer Updated real-time Site Manager updated by Site Manager Blackberry Site 1 For external use / © 2011 Siemens Healthcare.Page 19 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  19. 19. th4 Task Solving Equipment Model AmbiguityMedical Equipment Model Identification Ambiguity > 10% • Siremobil • Compact L • Siremobil Compact L For external use / © 2011 Siemens Healthcare.Page 20 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  20. 20. th4 Goal Equipment Standard National DatabaseEquipment Standard for Healthcare, 62088 Models Coded • Siremobil Compact L Manuf Type Mod Standard For external use / © 2011 Siemens Healthcare.Page 21 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  21. 21. th4 Goal Equipment Standard National DatabaseEquipment Standard for Healthcare, 62088 Models Coded • Siremobil Compact L Import of National Nomenclature System (4155 Manufacturers, 1059 System Type, 62088 Models). Centralization of Equipment Standard Creation Process. All codes managed by system/webforms WebForm Tabs, standard and technical Information For external use / © 2011 Siemens Healthcare.Page 22 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  22. 22. th4 Goal Equipment Standard Information For external use / © 2011 Siemens Healthcare.Page 23 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  23. 23. th4 Goal Equipment Standard Information For external use / © 2011 Siemens Healthcare.Page 24 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  24. 24. th4 Goal Equipment Standard Information Equipment Overview Technical Data Sheet EndofSupport Info Rechargeable Battery Info Electrical Safety Related Info IPX Waterproof Standard Ignition of Flammable Anesthetic Mixtures For external use / © 2011 Siemens Healthcare.Page 25 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  25. 25. th4 Goal Equipment Standard Information Equipment Overview Technical Data Sheet EndofSupport Info Rechargeable Battery Info Electrical Safety Related Info IPX Waterproof Standard Ignition of Flammable Anesthetic Mixtures For external use / © 2011 Siemens Healthcare.Page 26 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  26. 26. Web Central Reports for a Global Point of View ISM Manager Comunicate Strategy ManagersOff Site Drive Performance Area S Area N Understand Site Site Site Site Site ManagersOff Site Problems A B C DOn Site Engineers Take ActionsOn Site PARTNERS CUSTOMERS Vendors Manufact For external use / © 2011 Siemens Healthcare. Page 27 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  27. 27. Integration Project Dashboards to Monitor KPI’sKey Performance Indicators to Monitor On-Site Performance • Strategic Goal • Measurement Factors • Measurement Scale Financial • Responsibilities1. Economic and Financial Tech, Internal Process2. Technical and Internal Processes Customer Satisfaction3. Customer Satisfaction For external use / © 2011 Siemens Healthcare.Page 28 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  28. 28. Integration Project Dashboards to Monitor KPI’sKey Performance Indicators to Monitor On-Site Performance • Strategic Goal • Measurement Factors PLAN • Measurement Scale • Responsibilities1. Economic and Financial ACT KPI DO2. Technical and Internal Processes3. Customer Satisfaction CHECK For external use / © 2011 Siemens Healthcare.Page 29 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  29. 29. For external use / © 2011 Siemens Healthcare.Page 30 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  30. 30. Integration Project KPI’s to Monitor Service Performance Measurement/Frequency/Responsibility Target Actual Q1 -- Quart. Q2 --Technical / Mean Clarification Call Time <=SLA Q3 --Processes Q4 -- Site Manager Hours Q1 -- Q2 -- Quart. Mean Response Time <=SLA Q3 -- Q4 -- Site Manager Hours Q1 -- Q2 -- Quart. Mean Fix Time 6 Q3 -- Q4 -- Site Manager Hours Q1 -- Q2 -- Quart. Mean Completion Time <SLA Q3 -- Q4 -- Site Manager Days Q1 -- Q2 -- Quart. Mean Time Between Failures 6 Q3 -- © Siemens SpA Q4 -- For external use / © 2011 Siemens Healthcare. Page 31 15 Site 2011 Feb Manager Gianni Di Luzio Month Siemens Healthcare / SWE / Customer Services/ISM
  31. 31. Integration Project KPI’s to Monitor Service Performance Mesurement/Frequency/Responsable Target Actual Q1 -- Quart. Q2 --Technical / Equipment Uptime >=SLA Q3 --Processes Q4 -- Site Manager % Q1 -- Q2 -- Quart. Equipment Downtime 6 Q3 -- Q4 -- Site Manager Hours Q1 -- Q2 -- Quart. PM Planned / Completed on Time >=SLA Q3 -- Q4 -- Site Manager – Service Desk % For external use / © 2011 Siemens Healthcare. Page 32 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  32. 32. For external use / © 2011 Siemens Healthcare.Page 33 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  33. 33. Conclusion ARCHIBUS Web Central National Information Repository Centralized Web Application New Business Processes Save time and money eliminating redundant and manual processes Transparency and Flexibility Focus on our Core Business “Customer Care” No limitation on future needs For external use / © 2011 Siemens Healthcare.Page 34 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM
  34. 34. Thank you for your attention! “ Innovation creates more Innovation and Industry has to respond pratically overnight”ARCHIBUS footprint on Siemens Service Excellence For external use / © 2011 Siemens Healthcare.Page 35 15 Feb 2011 Gianni Di Luzio Siemens Healthcare / SWE / Customer Services/ISM

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