Collaboration Technology: Project report


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Collaboration Technology: Project report

  3. 3. introductionSiemens Healthcare (formerly Siemens Medical Solutions, formerly SiemensMedical Systems, internally within Siemens known as "Med") is a supplier to thehealthcare industry, and is headquartered in Erlangen, Germany. Prior to beingacquired by Siemens in 2000, the company was known as Shared MedicalSystems Corporation and traded on the New York Stock Exhange as "SMS".Currently, its U.S. division, Siemens Healthcare USA, Inc., is a Delawarecorporation, with headquarters in Malvern, Pennsylvania. The Ultrasound Groupis located in Issaquah, Washington.The company dates its early beginnings to 24 May 1877 to a small familybusiness in Erlangen, co-founded by Ernst Werner von Siemens. The nameSiemens Medical Solutions was adopted in 2001, and the change to SiemensHealthcare is part of a reorganization underway in 2008.President and Chief Executive Officer (CEO) of Siemens Healthcare USA, Inc., isHermann Requardt.Globally it has 49,000 employees, most of them in Germany (comparing to46,000 at GE Healthcare and 33,000 at Philips Healthcare) and 17.2 billion US-$sales in 2007 (16.997 billion US-$ for GE).Major competitors of Siemens Healthcare are GE Healthcare, Philips, Toshiba,Carestream Health and SAP Healthcare
  4. 4. primary area of businessSiemens Healthcare  Diagnostics is the largest clinical diagnostics company inthe world, serving a critical role in the health care continuum. Siemens offerproducts and services designed for efficient delivery of patient test results usedfor diagnosing medical conditions, monitoring patient therapy and providingquality health care.Built on a rich history of innovation from Diagnostic Products Corporation, BayerHealthCare Diagnostics and Dade Behring, Siemens offer comprehensivesolutions designed to improve clinical outcomes, streamline workflow andenhance the operational efficiency of clinical laboratories.Their broad portfolio of innovative products include a variety of diagnosticsystems—integrated chemistry, immunoassay, routine chemistry, automation,hematology, hemostasis, microbiology, diabetes, urinalysis, blood gas monitoringand molecular testing. They also have dedicated professionals that arecommitted to meet the needs of our customers by providing high-quality productsand highly-responsive service and support.
  5. 5. Different products bysiemens in integratedhealthcare solutions
  6. 6. Brief product categoriesInfrastructure and Hearing Laboratory Medical ImagingIT Instruments diagnostics-Building -BestSound -Core laboratory -AngiograpgyTechnologies Hearing Aids-Communication -Diagnostics IT -Computedand IT TomographyInfrastructure-Diagnostics IT -Disease States -Fluroscopy and Conditions-Green+ Hospitals -Molecular -Magnetic Diagnostics Resonance-Hospital IT -Point of Care -Mammography Equipment-Integrated Care -Medical Imaging IT-Medical Imaging -Molecular Imaging -Radiography -Surgical C- arms and Navigation -Ultrasound
  7. 7. Therapy System Accessories and Refurbished Healthcare OEM Equipment Systems Services- -Healthcare -Laboratory -FinancialElectrophysiology Lighting Diagnostics Services-Particle Therapy -Medical Imaging -Medical Imaging -Healthcare Accessories and Therapy Consulting Catalog Systems-Radiation -OEM Equipment -HearingOncology Instruments Services-Urology Systems -Laboratory Diagnostic Services -Medical Imaging and Therapy Services -Public Private Partnership -Turnkey Solutions
  8. 8. Organization Description
  9. 9. Global Presence
  10. 10. Collaborative tools used (the chapter includes objectives as well)1.Siemens Medical Solutions Deploys Verizon Business Conferencing SolutionsKey Business ChallengesIn the fast-moving world of healthcare technology and imaging, Siemens MedicalSolutions conducts recurring training sessions for its staff to stay up to speed onthe latest software developments and imaging advancements. With a diverseglobal workforce, it was very difficult from a time, location and cost perspective toget employees—located everywhere from London to Frankfurt to Kansas City—to a central training location.In addition to training its staff, Siemens Medical needed a way to communicatesoftware upgrades and technology changes to its clients in a fast, efficient andcost-effective manner. It was clear that Siemens Medical needed a morestreamlined, organized approach to communicate to a global employee and clientbase.The SolutionSiemens Medical looked to the advantages of collaboration technologies toaddress its communications needs. Collaboration is a key driver of businessperformance, according to “Meetings Around the World: The Impact ofCollaboration on Business Performance,” a study conducted in 2006 by Frost &Sullivan and sponsored by Verizon Business and Microsoft Corp. The study—which defined collaboration as an interaction between culture and technologysuch as audio and net conferencing, e-mail and instant messaging—also foundthat professionals around the world see their collaborative efforts as highlyproductive and believe that collaboration through communications technologiescan provide a competitive advantage.
  11. 11. To meet its goals, Siemens Medical identified several key criteria a conferencingand collaboration solution would need to meet, including scalability, flexibility,ease of use, low cost and easy billing.Verizon Business Conferencing Solutions met the criteria. Verizon Business,through its expansive global network, is a leading provider of conferencing andcollaboration services, enabling organizations to conveniently and effectivelycollaborate, virtually anytime, anywhere, and helping them improve responsetime and productivity, without the costs associated with business travel.Using Verizon Businessʼs web conferencing services, known as Verizon NetConference, and audioconferencing, Siemens Medical is able to train employeesand clients on new software upgrades,allowing participants to ask questions andinteract directly with instructors. The web conferences take place in a secure,encrypted and access-code-protected environment, and all it takes for SiemensMedical employees and clients to participate in the courses is a PC with anInternet browser and a phone. For those unable to attend live, Siemens Medicalis able to provide a recorded Net Replay, available on its website, withinstructions and responses to frequently asked questions.In addition, Verizon Business audio conferencing provides Siemens Medical withthe ability to handle everything from small, impromptu meetings to globalcorporate events. Leveraging the expansive Verizon Business global IP networkand international call centers, Siemens Medical receives a high-quality, cost-effective means of collaborating around the world with conference calls routedthrough local access points. Additionally, Siemens is able to collaborate morequickly and manage its conferencing structure more efficiently, while takingadvantage of advanced administrative features such as Event Registration,operator-assisted calls for larger audiences and recording capabilities.Verizon Business provides Siemens Medical with an all-in-one offering,combining connection and service fees. In addition to providing Siemens Medicalwith Verizon Business Conferencing Solutions, Verizon Business also providesfully managed MPLS Services to Siemens business units around the world.Verizon Private IP supports the Siemens corporate network, the communicationslink between various global business units that carries all of the companyʼsbusiness-critical applications as well as voice-over-IP (VoIP), SAP and e-mailapplications. By unifying its enterprise locations on a single communicationsinfrastructure, Siemens benefits from flexible and efficient voice and datacommunications.
  12. 12. 2. Reduction of Human error through integrated Automation anywhereChallengeReducing human error arising out of manual, repetitive and time consumingsetting up of parameters by biostatisticians.SolutionAutomation Anywhereʼs experts provided an end-to-end solution, setting upparameters to automate Siemensʼ entire analysis process. Using the Visualizerand other tools in Automation Anywhere, Siemensʼ Biostatisticians are able togather data, generate reports automatically and transfer them to Excel foranalysis.IssueSiemens Healthcare collects time sensitive and detailed data on DNA and othergenetic material using a software (MxPro) that is integrated with a QPCR(Quantitative polymerase chain reaction) instrument. This data is analyzed andused in diagnostics solutions that provide more effective ways to assist in thediagnosis, monitoring and management of disease.MxPro provides the ability to analyze this raw data. Genetic analysis, by naturerequires detailed, multiple option reports. The software provides a plethora ofsettings that can be adjusted manually for every type of report or analysisrequired. Setting up of analysis parameters was time-consuming, repetitive innature and error-prone. For example, certain analysis required specifying anamplification based threshold manually. While doing so, if the lower and upperrange data was not consistent between different runs, it produces erroneousdata, which in the biotech/ medical field is unacceptable. Also, errors could onlybe identified once the report was generated requiring statisticians to re-work theentire analysis.Moreover, there would be an increased cost of both human resource and time inrectifying settings and reanalyzing data. Siemens Healthcare was looking for away to eliminate potential manual errors and reduce costs.
  13. 13. Siemens decided to automate the running of these reports in an effort to reducethe time consumed and decrease the re-analysis of data occurring as a result ofmanual error. Their requirements were that the software be easy to use, easy toedit and most importantly reliable as that was the key reason to implement sucha solution.In summarySiemens Healthcare needed a solution to deal with erroneous results, manualerrors, increased time consumption and costs in order to be more effective.SolutionsSiemens chose Automation Anywhere to automate the process of setting upanalysis parameters. Automation Anywhere experts helped them define therequired parameters and provided an end-to-end solution.Working from a higher level, Automation Anywhere experts first mapped out thecomplete requirements. All data collected from the instrument was stored in adata file. Each file is taken and analyzed with a certain set of parameters to bedecided by the statisticians. The results are then transferred to Excel and certainother reports are generated on the data collectively.Using Automation Anywhereʼs SMART Automation Technology, expertsautomated the entry of specifications and made 7 different types of reports. Theentire task required data from 28 screens, over 90 controls, over 250 keystrokesand 15 mouse clicks. The master task would take data from the data file oneentry at a time, analyze it and transfer the results to Excel.Biostatisticians using the automated tasks could easily “see” the task step bystep using the powerful Visualize tool in Automation Anywhere. It allowed forquick editing if required and troubleshooting data-driven problems if and whenthey arose.
  14. 14. 3.Siemens Medical Solutions Streamlines Product Information forCustomer Service using Astoria SoftwareThe ChallengeGlobal markets demand high quality information Siemens Medical Solutionssought assistance to improve its product documentation and customer serviceoperations. Siemens Medical Solutions has delivered over 190,000 individualproduct manuals — each year publishing 2,200 technical documents, over100,000 printed pages, and distributing this information in print and thousands ofCDʼs.To address its various geographies, it translates 15,000documents per year,publishing in up to 18 languages.To support this level of content development,management,localization and distribution, Siemens Medical Solutions utilizes 220technical authors, a wide range of internal and external globalization services,and the efforts of its 4,000 customer service engineers (CSEs).Even with this internal infrastructure, Siemens Medical Solutions had five criticalchallenges to address:Reduce the time necessary to find correct product technical information for CSEsand end-usercustomers.Many healthcare customers use multiple Siemens Medical Solutions products ata single site. Differences in the format and content of the supporting technicalinformation across their product offerings made it challenging to find specific useroperation or maintenance information quickly and easily.Improve access to critical product technical information for over 4,000 CSEsworldwide.The companyʼs army of CSEs service all of the companyʼs products in the field,across product lines. Itʼs not unusual for one CSE to work on magneticresonance, nuclear medicine, computed tomography, and ultrasound — soconsistent, up-to-date and accurateproduct information is crucial.
  15. 15. Meet applicable regulatory standards worldwide.Compliance is a growing requirement with new regulations regularly emergingfrom European and US agencies. Additionally, healthcare organizations strappedwith financial burdens have become increasingly wary of any inefficiencies andunexpected costs.Streamline content update, localization, and delivery of product technicalinformation for faster time-to-market, while increasing accuracy.Because Siemens Medical Solutions products typically have long life cycles,there are frequent customer demands for updated maintenance and repairinformation.Reduce costs of product information production and delivery.Product information was delivered in a variety of ways, though most of it wasthrough printed manuals, which are bulky and difficult to keep current. Thesefactors had a direct impact on infrastructure and costs. The writing staff hadexpanded to accommodate manual development for up to 120 countries. Thecost of maintaining the existing content management system spiraled upward inthe face of these issues and drove the need for change. Siemens MedicalSolutionsʼ goal was two-pronged: to make sure customers knew how to use theirproducts properly and effectively, and enable its CSEs to quickly repair theequipment. To achieve this, they would need to more quickly deliver high-qualityproduct and service information to their global customers and CSEs.The SolutionCommon platform for global delivery of consistent contentWorking together to meet Siemens Medical Solutionsʼ needs, Astoria Software,SDL International and TANNER AG provided a complete global informationmanagement solution. Initially, TANNER, a systems integrator specializing in printand publishing systems, assessed the situation for Siemens Medical Solutionsand designed an overall architecture and information management process that:
  16. 16. -Separated content from layout and structure-Provided a functional extension to globalization capabilities-Enabled content component reuse on a global basis-Empowered the non-publishing professionals to easily author, contribute andassemble information based on key topics-Established output-independent processes for publishing to a wide range ofmediaThe result was a common software platform built upon eXtensible MarkupLanguage (XML), an industry information standard for rapid communicationacross disparate documents and formats. The core of this platform were productsfrom Astoria Software and SDL. Astoriaʼs rich XML content managementsolutions manage business-critical information for organizations with productsthat have long lifecycles that require frequent product information updates.Astoria manages content components at the smallest element level deliveringflexibility to easily manage, update, and reuse it throughout other documents,while maximizing content accuracy. Siemens Medical Solutions used the AstoriaXML Content Management Platform to facilitate easier content creation andupdates. The system managed, stored, tracked content, initiated review andapproval workflows as the content was developed. Astoria is integrated withAdobe FrameMaker to provide a standard layout across all documents andpublishing formats.SDL is the worldʼs leading provider of global information management solutionsand helps multinational organizations improve the quality and accelerate thedelivery of multi-lingual content to global markets. SDL TRADOS TranslationMemory was used to manage the consistent development and delivery of globalcontent with local nuances. SDL established a cache of approved localizations,within the Astoria repository, which prevented duplicate localization efforts. SDLMultiTerm Terminology Management also provided a framework of terms in thesource and destination languages that confirmed accurate and appropriate wordsand phrases to describe particular medical products. To improve operations,Siemens Medical Solutions used SDL statistics and reporting to monitorlocalization operations that were outsourced as well as those performed inhouse.TANNER integrated these technologies into a single XML-basedarchitecture that spanned the Siemens Medical Solutions global informationsupply chain.
  17. 17. Impact Analysis1.Verizon Business Conferencing SolutionsResults and Next StepsBy using Verizon Business Conferencing Solutions, Siemens Medical is able tomake its communications more dynamic and productive, keep employees andclients current on the latest imaging technologies and software upgrades, andlimit the expense and downtime associated with business travel.“This service gets high-quality information out to our people in a timely fashion,significantly reducing the time and cost necessary for traveling, and allowing usto concentrate on our core business—and our customers,”said Paul Dow,Solution Implementation Education Services Specialist for Siemens MedicalSolutions.2.Automation AnywhereSiemens Healthcare realizes several benefits by automating their reports andanalysis processes using Automation Anywhere:1. Quick deployment of automated solutions.2. Accurate report generation.3. Negligent manual intervention.4. Reduce time taken in generating reports.5. Cost and resource savings due to better efficiencies.6. Better leverage of state-of –the-art instruments and analysis software.7. Biostatistians are able to easily monitor, edit or create their reportingrequirements.Siemens continues to use Automation Anywhere on an on-going basis.
  18. 18. 3.Astoria SoftwareGlobal information management dramatically improves customer satisfaction andservice The new information management and publishing system from Astoriaand SDL enabled Siemens Medical Solutions to achieve new milestones:Improved customer service and satisfaction.CSEs had better access to service documentation in the local language, viewedthe latest updates, required less product training and were more eager to readmaterials. They responded faster to customer requirements and medical deviceservice issues on a real-time basis. as evidenced by improvements in mean timeto repair and first time fix rate.Attained worldwide consistency and accuracy in local language documentation.Customers were more knowledgeable about the medical products, moreproficient in overall usage, and often conducted first level of troubleshooting. Thisimprovement was largely due to the accuracy and precision of the informationthat was localized with regional nuance.Together, Astoria and SDL created a continuum of approved content — passagesand terms for the source and all target languages — that was available for reuseglobally, and ranged from documents to components to localization units toindividual terms. In this way, the new architecture ensured that globalized contentaccurately conveyed the information and messages as originally intended.Improved operational efficiency.Siemens Medical Solutions now delivers over 2,200 documents annually in up to22 languages, delivered to the web, CD and other media. Going digital andstandardizing on XML enabled the company to move from one publication issuedevery six months to a schedule of weekly updates.Reduced costs and resource usage.Siemens Medical Solutions migrated its paper manuals to a variety of digitalmedia, reducing its printed manuals by 90%. Content reuse yielded savings of30% on localization. Overall, Siemens Medical Solutions expects to save US$1.13 million per year (€ 900,000) when the system is fully implemented. Todate, 70% of the old system has been replaced
  19. 19. ConclusionThe Company that weʼve selected is Siemens Healthcare International. As acompany Siemens had a variety of needs in their daily business operationswhere they had an option of integrating highly customized collaborative solutions.In this particular report, we discuss three different situations under separatedepartments in which they had implemented collaborative solutions to streamlinebusiness activities and thereby achieve operational efficiency. Siemens, afterimplementing customized tools in areas like communication, diagnosis andcustomer service have reported a considerable increase in their operational andcost efficiency.