BA 257 C1.C2


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  • Usually US flights Others include: the Caribbean, Bahamas, Bermuda, Columbia, Costa Rica, Jamaica, and Mexico Accolades & Awards
  • The problem for JetBlue Airways, was that once flights were canceled, especially in a mass amount, their information system did a poor job of tracking where crew members were. For example flight attendants would call in from one location and the system would want to reschedule them as if they were from another. In 2007 when 1,000 flights were canceled, mass chaos broke out because of this. JetBlue Airways quickly found out they needed an information system that could better track employees and serve customers.
  • In order to prevent the chaos from happening again there are a few things JetBlue can do. First the company should prepare for the worst, before it happens. Although they were able to rebuilt a system meltdown during the middle of a meltdown, they should have had a system in place to quickly change the computers faults before they occurred. Another solution may include allowing the crew better access to phones and the internet where they can verify their location more frequently. If the crew routinely makes updates to their locations in the system themselves through this communication it is less likely that the computers will be out of sync. The third way JetBlue can help to prevent future problems with their IT system is to make practicing IT meltdowns a part of their training. If employees are able to practice procedures for IT mishaps during training or as part of a seminar several times a year it will become more natural for them to deal with it and better serve customers.
  • For the Veterans Administration the IT problem was much greater, in that it was a threat to patient safety. In August 2007, a small, undocumented change to the organizations IT system caused the staff not to be able to log onto their two most important information systems: Vista (Veterans Health Information Systems and Technology Architecture) and CPRS (Computerized Patient Record System). Without access to these doctors, nurses, and other staff were not able to attain patient records.
  • The easiest solution to resolve the VA’s problem would be to start where they left off. See who was last in the system or the possibilities of who may have changed anything. If they can quickly decipher who may have made a change that person can most likely change it back and allow the system to run. A second solution to the problem is to have a user name and password that is a system or master override. With this, one person can allow access to the system to maintain daily operation until the IT problem can be resolved and staff members can go back to regularly using their own user names. A third solution for the VA would be to keep paper reports for current patients while they are in the facility. After the patient has left the facility for one month recycle the paperwork to keep it from building up.
  • BA 257 C1.C2

    1. 1. JetBlue & the Veterans Administration <ul><li>Team 2: </li></ul><ul><li>Ali Alsagor, Anthony Datollo, Stacy Genelow, Kevin McNavage, & Matthew Vital </li></ul>
    2. 2. Overview: JetBlue Airways <ul><li>American low-cost airline </li></ul><ul><li>David Neeleman, February 1999 </li></ul><ul><ul><li>“ Bring humanity back to air travel.” </li></ul></ul><ul><li>Flights: </li></ul><ul><ul><li>Usually US flights </li></ul></ul><ul><ul><li>Others include: the Caribbean, Bahamas, Bermuda, Columbia, Costa Rica, Jamaica, and Mexico </li></ul></ul><ul><li>Accolades & Awards </li></ul>
    3. 4. In February 2007, cancelled more than 1,000 flights due to an ice storm.
    4. 5. The Problem? <ul><li>JetBlue Airways </li></ul>
    5. 6. Solutions for JetBlue <ul><li>Prepare for the worst; BEFORE it happens </li></ul><ul><li>Better communication for Crew </li></ul><ul><ul><li>Access to </li></ul></ul><ul><ul><ul><li>Phones </li></ul></ul></ul><ul><ul><ul><li>Internet </li></ul></ul></ul><ul><li>Practice IT Meltdowns </li></ul>
    6. 7. Alternative Solution 1 <ul><li>Train employees to prevent having problems in the system. </li></ul><ul><li>Keeps companies and their employees on their toes. </li></ul><ul><li>1. Prepare for the worst before it happens. </li></ul>
    7. 8. Alternative Solution 2 <ul><li>Helps with locating employees. </li></ul><ul><li>Makes employees in sync with the system. </li></ul><ul><li>Being in sync with the system allows employees to work from their location. </li></ul><ul><li>2. Allow employees easier access to phones and internet. </li></ul>
    8. 9. Alternative Solution 3 <ul><li>Makes employees prepared for the situation. </li></ul><ul><li>Employees are able to notice when a meltdown is occurring. </li></ul><ul><li>Train employees to be ready for a system meltdown. </li></ul>
    9. 10. Recommendations (General) <ul><li>All businesses should prepare for the worst BEFORE it happens </li></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Emergency plans </li></ul></ul><ul><ul><li>Keep data in more than 1 location </li></ul></ul>
    10. 11. Recommendations: JetBlue <ul><li>Better communication </li></ul><ul><ul><li>Between the crew and ground </li></ul></ul><ul><ul><ul><li>Inbound calls </li></ul></ul></ul><ul><ul><ul><li>Better scheduling </li></ul></ul></ul><ul><ul><ul><li>Flight changes </li></ul></ul></ul>
    11. 12. Possible Results & Obstacles to Implementation: JetBlue
    12. 13. <ul><li>Worst case scenarios considered </li></ul><ul><li>Plan of attack </li></ul><ul><li>Cost to Research </li></ul><ul><li>Thinking of the unexpected </li></ul>JetBlue Solution 1- Preparing for the worst BEFORE it happens Results of Implementation
    13. 14. <ul><li>Access to internet/phone </li></ul><ul><li>Having a pager </li></ul><ul><li>Cost to fund devices </li></ul><ul><li>Developing software </li></ul>JetBlue Solution 2- Better form of communication for crew members Results of Implementation
    14. 15. <ul><li>Practice makes perfect </li></ul><ul><li>Increase odds of success </li></ul><ul><li>Cost to train employees </li></ul><ul><li>Ideal time to have drill </li></ul>JetBlue Solution 3- Practice for IT meltdowns Results of Implementation
    15. 16. Overview: <ul><li>Most comprehensive system of assistance for veterans of any nation worldwide. </li></ul><ul><li>They are renowned for their state-of-the-art medical, neurological, surgical, and psychiatric care. </li></ul><ul><li>Veterans Administration Medical Facilities </li></ul>
    16. 17. Grown in the number of facilities: <ul><ul><li>171 medical centers </li></ul></ul><ul><ul><li>+350 outpatient-community-outreach clinics </li></ul></ul><ul><ul><li>126 nursing homes </li></ul></ul>
    17. 18. Department of Veterans Affairs <ul><li>Benefits and Services: </li></ul><ul><ul><li>Education, home loans, deferred compensation </li></ul></ul><ul><ul><li>Pension, survivors’ benefits, burial </li></ul></ul><ul><ul><li>Vocational rehabilitation, employment </li></ul></ul><ul><ul><li>& life insurance </li></ul></ul>
    18. 19. Case Background: Small and minor, yet critical processes have consequences resulting in a domino effect affecting the world. <ul><li>Sudden system failure </li></ul><ul><ul><ul><li>Hit 17 VA medical facilities </li></ul></ul></ul>
    19. 20. The Problem? <ul><li>150 Facilities with separate </li></ul><ul><ul><li>IT Service </li></ul></ul><ul><ul><li>Budget Authorities </li></ul></ul><ul><ul><li>Staff </li></ul></ul><ul><li>Cannot log on to patient systems </li></ul><ul><ul><li>Vista (Veterans Health Information Systems and Technology Architecture) </li></ul></ul><ul><ul><li>CPRS (Computerized Patient Record System) </li></ul></ul><ul><li>Veterans Administration (VA) Medical Facilities </li></ul>
    20. 21. Solutions for VA <ul><li>Start with where you left off </li></ul><ul><li>System/Master Override </li></ul><ul><li>Keep Paper Reports for Current Patients </li></ul><ul><ul><li>Recycle after one month </li></ul></ul>
    21. 22. Alternative Solution 1 <ul><li>“ Retracing Steps” </li></ul><ul><li>Accessed quickly and efficiently </li></ul><ul><li>Start where they just left off. </li></ul>
    22. 23. Alternative Solution 2 <ul><li>Universal to staff </li></ul><ul><li>Ease of revisions </li></ul><ul><li>Selecting a user name and password. </li></ul>
    23. 24. Alternative Solution 3 <ul><li>Up-to-date </li></ul><ul><li>Organized </li></ul><ul><li>Environmentally friendly </li></ul><ul><li>Keeping paper reports current while still in the facility. </li></ul>
    24. 25. Recommendations: VA <ul><li>Recycle records after 1 month </li></ul><ul><ul><li>Information will not be current </li></ul></ul><ul><ul><li>Still keep electronic data in different location </li></ul></ul><ul><li>Keep paper reports for 1 month </li></ul><ul><ul><li>Important health information </li></ul></ul><ul><ul><li>Data must be easy to access </li></ul></ul>
    25. 26. Possible Results & Obstacles to Implementation: VA
    26. 27. <ul><li>Start from the beginning </li></ul><ul><li>No documentation </li></ul>VA Medical Center Solution 1- Start where you left off Results of Implementation
    27. 28. <ul><li>Centralized Computer </li></ul><ul><li>Username/Password </li></ul><ul><li>Cost of setup </li></ul><ul><li>Retaining confidentiality </li></ul>VA Medical Center Solution 2- System/Master Override Results of Implementation
    28. 29. <ul><li>Hold onto paper reports for a month </li></ul><ul><li>Storage Area </li></ul>VA Medical Center Solution 3- Keep a paper record of current patients Results of Implementation
    29. 30. Work Cited <ul><li> – JetBlue Airways: Information. (2010). Retrieved Jan. 25, 2010, from </li></ul><ul><li>JetBlue - Our Company - Customer Bill of Rights. (2010). Retrieved Jan. 27, 2010, from </li></ul><ul><li>United States Department of Veterans Affairs – Health Care. (2010). Retrieved Jan. 24, 2010, from </li></ul><ul><li>United States Department of Veterans Affairs – History. (2010). Retrieved Jan. 24, 2010, from </li></ul>
    30. 31. Any Questions ???