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Smith & Nephew Endoscopy Division: BPI |
Smith & Nephew is a large multi-billion dollar
medical instrumentation company. Techlogix
helped the Endoscopy Division of Smith & Nephew
re-structure their IT Help Desk function. |
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Challenge -
Reactive to Proactive
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The Smith & Nephew Help Desk was caught in a
typical spiral of dispatch driven fire-fighting
with little process discipline. Management
wanted to transition towards a proactive Support
Center based on industry recognized best
practices with specific Service Level Agreements
committed with various stakeholders in the
process. Techlogix was asked to conduct a
Business Process Improvement exercise to help
Smith & Nephew implement this change.
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Solution -
Techlogix Process Change Methodology
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Techlogix used a combination of on-site
study and interviews of existing
personnel to document the current state
of the process. Key metrics such as
Average Speed to Answer, Call Abandon
Rate etc were extracted from a variety
of systems (PBX, IT Help Desk software
etc) and compared with industry
averages. Based upon this data,
Techlogix proposed a new multi-tier
process in which specific process roles
were introduced and linked to specific
resource levels.
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Technology -
Quantitative Analysis to support
process redesign
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Techlogix made extensive use of IBM Business
Integration Modeler to perform detailed process
simulations. These simulations were used both
uncover potential resource bottlenecks and also
define the appropriate resource levels at
various process tiers under specific call volume
conditions. This allowed Smith & Nephew IT to
create an internal plan to right-size its
resources with the expected level of incoming
calls and specific performance guarantees to the
user community. |
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