技术
- 平台即服务 (PaaS) - 设备管理平台
- 传感器 - 全球定位系统
适用行业
- 教育
- 医疗保健和医院
适用功能
- 维护
- 质量保证
用例
- 时间敏感网络
- 虚拟培训
服务
- 培训
关于客户
本案例研究中的客户是一家财富 500 强医疗设备联络中心。该中心为在使用医疗设备时遇到困难或对设备有一般疑问的患者和护士提供帮助。该中心的代表负责对警报和警报进行故障排除,这是一项复杂的任务,需要高度关注细节并了解复杂的流程。该中心此前采用了一种昂贵且耗时的培训策略,其中包括将新员工空运到一个地点进行六周的强化培训。
挑战
财富 500 强医疗设备联络中心的培训策略面临着重大挑战。该中心帮助遇到医疗设备困难的患者和护士,要求其代表对复杂的流程和信息有全面的了解。现有的培训计划不仅费用昂贵,而且耗时,需要新员工前往一个地点进行六周的强化培训。记住复杂程序的压力常常导致新员工因害怕犯错误而身体不适。即使在培训结束后,代表们也需要 12 至 18 个月才能熟练掌握,其中大多数人仍然依赖主管的电话支持。
解决方案
该联络中心决定与 ScreenSteps 合作,彻底改革其培训策略。他们创建了一个称为“大脑”的知识库,其中包含数百个故障排除指南和呼叫流程。这些指南经过简化和优化,可在通话期间快速访问。培训计划重组为虚拟培训,重点是如何使用“大脑”寻找答案。该中心还实施了“不提供建议”政策,鼓励代表如有任何疑问,请咨询“The Brain”。这种新方法消除了代表们记住复杂程序的需要,因为指南会引导他们完成每次通话的必要步骤。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.

Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.

Case Study
Gas Pipeline Monitoring System for Hospitals
This system integrator focuses on providing centralized gas pipeline monitoring systems for hospitals. The service they provide makes it possible for hospitals to reduce both maintenance and labor costs. Since hospitals may not have an existing network suitable for this type of system, GPRS communication provides an easy and ready-to-use solution for remote, distributed monitoring systems System Requirements - GPRS communication - Seamless connection with SCADA software - Simple, front-end control capability - Expandable I/O channels - Combine AI, DI, and DO channels

Case Study
Driving Digital Transformations for Vitro Diagnostic Medical Devices
Diagnostic devices play a vital role in helping to improve healthcare delivery. In fact, an estimated 60 percent of the world’s medical decisions are made with support from in vitrodiagnostics (IVD) solutions, such as those provided by Roche Diagnostics, an industry leader. As the demand for medical diagnostic services grows rapidly in hospitals and clinics across China, so does the market for IVD solutions. In addition, the typically high cost of these diagnostic devices means that comprehensive post-sales services are needed. Wanteed to improve three portions of thr IVD:1. Remotely monitor and manage IVD devices as fixed assets.2. Optimizing device availability with predictive maintenance.3. Recommending the best IVD solution for a customer’s needs.

Case Study
HaemoCloud Global Blood Management System
1) Deliver a connected digital product system to protect and increase the differentiated value of Haemonetics blood and plasma solutions. 2) Improve patient outcomes by increasing the efficiency of blood supply flows. 3) Navigate and satisfy a complex web of global regulatory compliance requirements. 4) Reduce costly and labor-intensive maintenance procedures.

Case Study
Cloud-based healthcare solution for Royal Philips
Royal Philips wanted to launch its cloud-based healthcare solution HealthSuite Digital Platform in China to deliver services to help cope with challenges related to urbanization and population growth. Philips wanted to achieve this goal by combining mobile, cloud computing and big data technologies. To bring this platform and product to market, Philips required cloud computing and local technical service capabilities in China, in addition to a flexible IT infrastructure that could handle user requests.