session 803 dan lafever fusion11 final copy

Session 803The Best CSI experts already work

for you.

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Dan Lafever

IT Service Quality Manager

Franciscan Alliance Information Services

Franciscan Alliance Information Services is a division of Franciscan Alliance, Inc. We provide healthcare information technology services for the corporation healthcare

providers including hospitals, homecare organizations and a reference lab

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Management has embracedcontinual service improvement

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Your job: get every one involved!

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Ignore and defend

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Empower and commend

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Engage your staff with Quick & Easy Kaizen

Time Savings at Help Desk with Heat Logs

Before After

When closing Heat logs we receive a pop up screen that is no longer used and needs to be cancelled before getting to the actual close screen.

Eliminate the ‘close description’ pop up to reduce over processing waste.

The Effect

Eliminates an extra step to close a log thereby speeding up the process & reduces call handle time by 5 seconds for every call.

Name Leader Date Estimated Savings

Dottie Glenna 6/8/07 14 hours of Ready time recovered ($500/month)

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Definition

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Change the method

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Small scale improvements

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Change within constraints

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Leverage staff expertise

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10,000 hours = skill mastery*

*- Malcolm Gladwell, Outliers

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Your staff-perpetual idea generators

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Ideas others would miss…

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Fits into improvement strategy

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Large-Six Sigma project

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Medium – Kaizen session

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Small – meeting for problem solving

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How the QEK process works

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Before, after, effectUpdated Password Help Information for P-Synch on Citrix Home Page (Help Desk)

Before After

Text directing customers to P-Synch link was not clear or easy to understand on Citrix home page:

Forget your password? Click here. P-Synch: Self-Service Login is now available.

Requested the text to be changed to something more understandable.

Need help with your password? To change, reset, or unlock your account, Click here. P-Synch: Self-Service Login is now available.

The Effect

•Improve availability by reducing the number of calls to the Help Desk from customers. •Reduce confusion and improve customer satisfaction.•Increase in use of P-synch by customers.

Name Leader Date Estimated Cost Savings

Lee Dan 2/28/2007 Reduction in calls.

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Supervisor: Approve, record, engage

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Implement and recognize

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Training staff

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Focus on generating lots of small ideas

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Train on idea submission process

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Respect for people & their ideas

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Idea generation

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700,000 ideas, 99% impl rate*

*-Jon Miller, Gemba Research

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Eliminates waste

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Focus on improvements, not problems

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Sustaining QEK

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Management engagement

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Build into employee goals

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Celebrate and recognize“COTG Printer list Improvement at the Help Desk”

Before After

Reading the list that shows all of the printer ids for each hospital was difficult. One would have to scroll up each time they wanted to see a category.

The list is easy to read without having to scroll up to see the categories.

The Effect

Now, the category list is locked and it is easy to read no matter where you scroll on the page.

Name Leader Date Estimated Cost Savings

Brian Glenna 11/19/07 30 seconds saved per printer call

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Common problems

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Ideas too big

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Ideas not captured

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“You stole my idea!”

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Wisdom

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Idea “makeover”, not rejection

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Measure savings & improvements

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Add to meeting agendas

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Thank you for attending this presentation!

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Winning Serena software’s Help Desk Haiku contest…

…with kaizen thinking.

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Enter the "Help Desk Haiku" Contest for a chance to win an iPad2!

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Idea #1: Read the rules(Constraint discovery)

5,7,5#helpdeskhaiku

No duplicate tweetsCreative, humorous, original

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Idea #2: Manual syllable count

Endless ringing lineFax machine with wrong number

Praying it will stop

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Idea #3: Record haikus to prevent duplicate entries

Convent Help Desk callNun spills drink onto PC

Water into “whine”.

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Idea #4: Add movie themes

Gollum on the lineOld Tolkien ring network hung

“Lost my precious” file

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Idea #5: Haiku Syllable checking

Doc screams “saving lives!”“Need my password changed right now!”

Calls from funeral home

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Idea #6: Predictive analytics (How am I doing?)

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Idea #7: Last tweeted, top of document

Starbucks strikes againLaptop takes coffee bath needs

Decaffeination

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Idea #8: Build haikus in syllable checker

Help Desk Queue is fulltickets backing up…We need

support laxative

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Idea #9: Reality show themes

It’s Help Desk Hustlecallers “bump and grind” us We’re

Dancing with the Scars!

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Idea #10: Visit Serena booth at Fusion11

Follow @Serena_Software

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The winning entry:

Help Desk horror flick:rogue tech kills main router in,

“Silence of the LANS”

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Final Thought:

Anything you do is a process that can be

improved.