Monday, February 9, 2009
7:00 PM – 9:00 PM / Networking Reception(appetizers and beverages)
- Loggia Lounge, Lobby Level in the Doubletree Paradise Valley Resort
Tuesday, February 10, 2009
8:00 AM – 8:30 AM / Breakfast
- Breakfast will be served in Flagstaff B, which is right next door to our meeting room. We will grab food, and then eat in our meeting room.
8:30 AM – 12:00PM / Improve Internal Communications: Listen and learn from your agents to help improve operations
- Speaker/Facilitator: Carrie Battaglia – Director, Global Service Desk Management, EDS
- Based on your feedback about this topic during our October meeting, Carrie will start by presenting the information below. This will help to spark some interesting conversation and ideas.
- Carrie will then collect internal communication barriers from the group and include an open discussion about your barriers.
- Carrie has the ability to cover many topics regarding improving internal communications, so she will be able to switch directions as needed by the group.
- Presentation Abstract:In today’s fast-paced world, information comes at you quickly and from every direction. In this haste, one of your best sources of information – your agents – may be overlooked. This session will cover tips and ideas of how to harvest that valuable information and use it to improve your operation. Learn how to identify opportunities, trends and problems that may be occurring, but that may not be evident through typical service management processes. Learn techniques to improve communications by including all tiers in your organization.
- Participants will be provided with examples of communication plans that can be used to improve communications in their own operations. In addition, tips on establishing focus groups at your site or across multiple sites will be given.
- The objectives of this session are to:
- Introduce the use of agent forum as a tool that leadership can use to gather information;
- Describe the use of “skip level” focus groups to create an open communications environment
- Provide tips for turning input from the agents into action plans
- Explain the importance of consistent messages throughout an organization
- Stress the importance of listening at every tier in the organization; the importance of listening to customers
- Provide tips on listening and communication skills in multi-cultural and cross-cultural situations
12:00 PM – 1:00 PM / Lunch
- Lunch will be served in Flagstaff B. We will grab food, and then eat in our meeting room.
1:00 PM – 3:00 PM / Benchmarking Project Discussion
- A conference bridge will be provided for this discussion for those that cannot make it to this meeting. Dial into the conference bridge: 888-529-0349, use pass code: 482615
- Facilitator: Jenny Rains
- Topics of Discussion:
- Jenny will present and review the new report with all 2008 benchmarking data. The report will be used to guide an open discussion/interesting conversation around the data.
- The group will finalize the cost-per-call definition and vote on any other metrics they would like to add.
- We will also discuss improving the data collection process and Jenny would like to talk about what you would like to see in the reports.
3:00 PM – 5:00 PM
6:30 PM / Case Study: Staffing Models to Position the Help Desk for New Clinical Systems
- Case Study by Josh Patrick, Director of Customer Service and Support – Wheaton Franciscan Healthcare
- Issues to discuss:
- Is there a way to best determine the call volume that will likely be generated, based on such factors as the #of users, how much training was performed, what level of training was actually needed, etc?
- What should the level of expectation be on the Help Desk staff for this new system (will likely be dependent on the system...)?Will they have to be trained to provide support?
- Should staffing for clinical IT support be different?
- Should the individuals recruited be from a different background than what is typically looked for in a help desk agent?
- What is your organization’s practice?
- Is it possible to show the group how to build a business case to do this?
- EnFuego is located on the Lobby Level of the Doubletree Paradise Valley Resort
- EnFuego’s offers an artful approach to Regional Contemporary-inspired cuisine
Wednesday, February 11, 2009
8:00 AM – 8:30 AM / Breakfast
- Breakfast will be served in Flagstaff B. We will grab food, and then eat in our meeting room.
8:30 AM – 12:30PM / “Solve My Problem”
- Facilitators: Joel Ramseyer & Jeff Kennedy, Six Sigma Expert
- Joel and Jeff will first take time to teach the Six Sigma Kaizen Event Structure technique, and then they will lead this exercise using this technique
- We will have 3-4 volunteers that will describe an issue that they are currently facing.The group will then break-out into smaller teams to brainstorm different solutions to the issues described using the Six Sigma Kaizen Event Structure technique
- Volunteers:
- Shane Juedes, UW Hospitals and Clinics: How do you decide to create a secondary level at your Help Desk (what's the trigger), and how would you do so if you believe you are correctly staffed as first level only at this time (you are just able to meet your performance requirements).
- Mary Hayes, The Johns Hopkins Hospital: How do you reduce hold times without increasing full time employees (FTE)?
- Earl Begley, University of Kentucky Healthcare: How do you build relationships with clinical applications staff (making support of clinical applications a team effort)?
- Debora Shockness, Visiting Nurse Service of NY: How do I get the CIOs focus off of Abandonment rate?
12:30 PM – 1:45 PM / Lunch and time to check email/check-in with the office
- Lunch will be served in Flagstaff B. We will grab food, and then eat in our meeting room.
1:45 PM – 3:15 PM
3:15 PM – 3:30 PM
3:30 PM – 5:00 PM / Member Case Study: MedStar Health/Marc Heppding
Afternoon Break
Member Case Study: UCSF Medical Center/Darlena Torres
6:00 PM / Meet in the hotel lobby, next to the front entrance, for bus transportation to dinner
6:30 PM / Dinner Reservations at Camarones Restaurant & Cantina
- 8787 N. Scottsdale Road, Suite A102
Thursday, February 12, 2009
8:00 AM – 8:30 AM / Breakfast
- Breakfast will be served in Flagstaff B. We will grab food, and then eat in our meeting room.
8:30 AM – 11:30AM / Nurse Support Models & Expectations
- Presenter:Gretchen Hiegel, RN, PCCN – Nurse Specialist II, Sharp Memorial Hospital
- Presenter: Sandy Ng, RN, MSN – Informatics Nurse Specialist, Manager, UCSF Medical Center
11:30 AM – 12:30 PM
12:30 PM – 3:00 PM / Lunch, Q&A, Evaluations, and Choose Topics for M209
- Lunch will be served in Flagstaff B. We will grab food, and then eat in our meeting room.
- M209: June 15-18, 2009 in San Deigo, CA
- A conference bridge will be provided for this discussion for those that cannot make it to this meeting. Dial into the conference bridge: 888-529-0349, use pass code: 482615
- Facilitator: Joel Ramseyer
- Topics of discussion:
- Identity Management Issues via an “Open Space Process” (i.e. access requests, training)
- Joel will take 30 minutes to teach the “Open Space Process” methodology, and then we will use this methodology for this discussion.
- Availability/Downtime
- We decided not to use “Availability” as a quarterly benchmarking metric, but Ben had some good discussion points.
- How are you measuring downtime?
- For which channels/applications?
- Should scheduled downtime be counted against you in the metrics?
- Are you reporting downtime to stakeholders?
- Limited/down time
- How early does scheduled downtime need to be scheduled to be called scheduled vs. unscheduled, or emergency?
- OLA’s/SLA’s
- How to change culture in your environment
- Benefits/Problems caused by having a multi-tiered Help Desk (i.e. 1st & 2ndlevels are at the Help Desk level, analysts exist at third level)
Forum Program Manager: Leslie Cook
Work: 719 268 0338