OHSUG                4 – 7 November 2012Becky Read – Senior Consultant
Business Scenarios• Companies underestimate the importance  of training and support• Tendency to focus project budget on  ...
What is the result? No centralrepository or  self help   option                           Leads to                      in...
Ideal solution?Requirements   Single point of reference for support, templates,               system help and SOPs        ...
Solution – Smart Help• Web-based support portal that can be accessed  from within Siebel Clinical• User chooses support ro...
Solution – Smart Help                        6
Help via Business Process The business processes are hierarchical allowing the users to drill down through 3 levels of det...
Help via Business Process Level 1 provides the business process flow, the steps and the department responsible.           ...
Help via Business Process Level 2 provides process detail for each level 1 process Step and the CTMS screen the step is pe...
Help via Business ProcessLevel 3 provides the task, the CTMS screen the task is performed on and by whofor each level 2 st...
System SimulationsBuilt using Oracle’s UPK product, the simulations walk the user through thetasks step by step live in th...
Benefits• Improved user adoption of new systems or process  changes• Reduction in help desk calls• More efficient new empl...
BiographyBecky has been working for Triumph for more than six years, having joined as aconsultant and training specialist....
ContactBecky ReadBecky.Read@triumphconsultancy.co.ukOffice: +44 1279 812550Website: www.triumphconsultancy.com            ...
Any questions?                 15
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OHSUG 2012 presentation - SmartHelp - Driving compliance with integrated quality & training

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Get the best from your new system whilst ensuring compliance and adherence to process.....

Based on years of experience in supporting businesses in implementing new systems and processes, Triumph have developed a solution which integrates training, support and quality reference materials with the core systems they reference.

Smarthelp aides consistency of business process, data entry, use of templates and adherence to compliance.

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  • Screenshot included for reference, will use live demo
  • Screenshot included for reference, will use live demo
  • Screenshot included for reference, will use live demo
  • Screenshot included for reference, will use live demo
  • Screenshot included for reference, will use live demo
  • OHSUG 2012 presentation - SmartHelp - Driving compliance with integrated quality & training

    1. 1. OHSUG 4 – 7 November 2012Becky Read – Senior Consultant
    2. 2. Business Scenarios• Companies underestimate the importance of training and support• Tendency to focus project budget on software implementation• Implementation overrun causes reallocation of training and support budget• Training and support are system centric and not business process focused 2
    3. 3. What is the result? No centralrepository or self help option Leads to inconsistencies Resulting in: in process, • High support cost data and • User frustration template use • Incomplete/poor quality data • Poor compliance 3
    4. 4. Ideal solution?Requirements Single point of reference for support, templates, system help and SOPs Provide help and reference material that both system and process orientated Capability to locate help by searching, using business process maps, or by system location Support content should address both what and how Ability to access support from within active system Common support environment for all clinical systems 4
    5. 5. Solution – Smart Help• Web-based support portal that can be accessed from within Siebel Clinical• User chooses support route: • Drilling down through the business process • Selecting a system screen • Searching a database of help content• Provides a central location for all reference and help material• Can be customised to meet client requirements 5
    6. 6. Solution – Smart Help 6
    7. 7. Help via Business Process The business processes are hierarchical allowing the users to drill down through 3 levels of detail. The first screen allows for phase selection. 7
    8. 8. Help via Business Process Level 1 provides the business process flow, the steps and the department responsible. 8
    9. 9. Help via Business Process Level 2 provides process detail for each level 1 process Step and the CTMS screen the step is performed on 9
    10. 10. Help via Business ProcessLevel 3 provides the task, the CTMS screen the task is performed on and by whofor each level 2 step. Clicking on the system box will display the relevant systemsimulation for that task 10
    11. 11. System SimulationsBuilt using Oracle’s UPK product, the simulations walk the user through thetasks step by step live in the system 11
    12. 12. Benefits• Improved user adoption of new systems or process changes• Reduction in help desk calls• More efficient new employee ramp-up• Increase in consistent use of templates• Improved data quality• Ability to efficiently share information with all users• Increase in compliance levels• Facilitate change management• Improved integration between business process and supporting systems 12
    13. 13. BiographyBecky has been working for Triumph for more than six years, having joined as aconsultant and training specialist. During her time with Triumph, Becky as worked formore than ten different clients in the biosciences industry, delivering services rangingfrom training, business analysis, and software development, right through to full CTMSimplementation management.Prior to joining Triumph, Becky had set up and managed the IT helpdesk for a large CRO,and became involved in supporting Siebel Clinical users after a global rollout.Becky’s industry experience, eye for detail, passion for client satisfaction and generalmanagement capability led her to be promoted to Senior Consultant in 2010, reportingdirectly to Triumph’s COO.Becky continues to work with Siebel Clinical on a regular basis, and has been focusingon the development of Triumph’s multi language CTMS product in between clientengagements. 13
    14. 14. ContactBecky ReadBecky.Read@triumphconsultancy.co.ukOffice: +44 1279 812550Website: www.triumphconsultancy.com 14
    15. 15. Any questions? 15

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