How CareFusion Transformed their Business with CRM

Orange County Convention Center
Orlando, Florida | May 15-18, 2011
How CareFusion Transformed their Business
with CRM
Mark A Thomas
CareFusion Corporation
George Fratian
AetherData LLC
]
[ Agenda
Learning Points
Introductions
CareFusion
Dispensing
DTI Project
Business Opportunity
Systems Landscape
Leveraging the Existing SAP Investment
Business Processes
Sales and Leasing Highlights
Service Highlights
SAP MaxAttention
Performance tuning
Lessons Learned
Key Learnings
Contacts
Real Experience. Real Advantage.
2
[ Learning Points
Planning, planning, planning
Executive support is key for success
SAP MaxAttention was golden
Performance tuning is a long and iterative process
Real Experience. Real Advantage.
3
[ CareFusion Introduction
“We help our customers measurably
improve patient care by focusing on
two of the biggest issues affecting
healthcare, medication errors and
hospital-acquired infections”
CareFusion is comprised of 8 Business Units (BU’s)
2009 Spin-off from Cardinal Health
Pyxis®, Alaris®, Pulmonetic Systems™,V. Mueller®,
MedMined™, ChloraPrep®, etc
Prevent a harmful infusion error every 2.6 days
Protect 1.5 Million patients annually from medication errors
Potential to save 6,800 lives and $1B in healthcare costs
annually by reducing hospital-acquired infections
www.CareFusion.com
Real Experience. Real Advantage.
4
[ CareFusion Dispensing Introduction
Formerly known as Pyxis (acquired by Cardinal Health in
1996)
Biggest BU - roughly $1B in revenue out of the $4B+ total
Dispensing, Supply and Anesthesia stations
Leasing of Capital Equipment is the main business
process
Real Experience. Real Advantage.
5
[ DTI Project
DTI - Dispensing Transformation Initiative
Quick Stats:
The biggest IT systems project in CareFusion’s history
$50M budget
Over 150 FTE (Business, IT, Consultants, Testers)
22 months (not incl. Business Case and Technical Upgrade)
Replace 14+ systems with SAP
Take advantage of the most current technology (SAP,
Vertex, Genesys, Syclo, etc)
Foundation for future BU projects
Real Experience. Real Advantage.
6
[ Business Opportunity
Before DTI
After DTI
Multiple systems, optimized within a process silo
disconnected from other processes
One integrated system for ordering, manufacturing,
service and customer support
Multiple views of the “truth”; 5 different instances of
customer master data
Single instance of customer data accessible to all down
stream systems
Hodgepodge of quoting tools used by Field for new
installations, conversions, renewals
Standardized toolset for quoting and contracting
integrated to the DTI System
Contracts are manually generated and reviewed,
requiring a significant resource effort to conduct follow
up and interrogation of multiple systems
Aligned contracting process using a single system and
with automated reviewing capabilities
Configuring a system is a slow process requiring entry
into multiple systems
Single system used for configuration, using building
block methodology
Push based order/manufacturing process causing
backlog of uninstalled assets in the field
Pull based ordering process that ensures systems are
manufactured only when both CareFusion and Customer
are ready
Limited asset tracking system
Improved Asset Tracking system that will improve Field
Service Technician effectiveness
Real Experience. Real Advantage.
7
After DTI
Before DTI
[ Systems Landscape
Real Experience. Real Advantage.
8
[ Leveraging the Existing SAP Investment
Existing FDA validated environment (Infusion BU on SAP
since 1996)
SAP ECC 6.0, BW 7, NP 7, CRM 5, XI/PI interfaces, etc.
Harmonization of Customer Master data
Material master data for Dispensing already in SAP ECC
Dispensing Logistics Execution already in ECC
Basis processes and support in place for the project
Core team versed in SAP
Real Experience. Real Advantage.
9
[ Business Processes
Sales and Leasing
Quoting
Orders
Contracts (Sales and Service)
Billing and FI-CA integration
Service
Interaction Center & CTI
Complaints
Field Service & Mobility
eService
Finance
Operations
Reporting
Real Experience. Real Advantage.
10
[ Sales and Leasing Highlights
Sales and Leasing
Quoting
Orders
Integration to ECC
Integration to Project Systems
Contracts (Sales and Service)
Configurable Materials
Product Catalog
Guided Selling
Standardized Products
Used Service Contracts for Service and Leasing
Billing and FI-CA integration
Monthly Billing
Complex sorting and printing options
Real Experience. Real Advantage.
11
[ Sales and Leasing Highlights - Quotes
Real Experience. Real Advantage.
12
[ Sales and Leasing Highlights – Configurable Products
Real Experience. Real Advantage.
13
[ Sales and Leasing Highlights – Contracts
Real Experience. Real Advantage.
14
[ Service Highlights
Call Center Infrastructure
Case Management a.k.a. "CareFusion Dispensing Case”
SAP Service Request object
Escalations and notifications
Inbox functionality
eService
Complaints
Cisco Call Manager (re-use existing infrastructure)
Genesys (re-use existing infrastructure)
G+ Adapter (incl. custom webservice for "data dip”)
Interaction Center WebClient (ICWC)
SAP Service Request object
FDA validated environment
Digital signatures
MDR 3500 form
Escalations and notifications (actions based)
Field Service & Mobility
Service Contracts (shared object with Sales)
Service Orders and Confirmations (integrated with ECC)
Automatic Resource assignment & Dispatch with RPA
Syclo Mobility solution
Real Experience. Real Advantage.
15
[ Service Highlights – Call Center Infrastructure
Real Experience. Real Advantage.
16
[ Service Highlights – ICWC & Dispensing Case
Real Experience. Real Advantage.
17
[ Service Highlights – Syclo* for Field Service
*Syclo is used on a laptop or a Windows Mobile device (depending on role)
Real Experience. Real Advantage.
18
[ SAP MaxAttention
SAP MaxAttention combines services and methodologies for top-level support at every
level and phase of your IT landscape. SAP MaxAttention enables customers to
continually improve core business processes while leveraging existing solutions and
drives the adoption of end-to-end solution operations for long-term stability and
decreased total cost of operations.
Real life benefits for CareFusion
Immediate attention from SAP on all High/Very High issues
Access to development via on-site SAP TQM (Total Quality Manager)
Actionable report spanning all areas (H/W landscape, SAP S/W versions, performance, code
issues, etc)
Escalation path
Real Experience. Real Advantage.
19
[ Performance tuning
Response time for a critical set of functionality initially not acceptable (during
Cycle testing)
Initial hardware sizing done based on incomplete data
Two pronged approach
Internal review of landscape, custom code, etc
SAP MaxAttention review and recommendations
Prioritized the recommendations
Implemented ~15 changes that moved the needle
The performance after go live is considered very good
Real Experience. Real Advantage.
20
[ Lessons Learned
Master & Transactional Data Conversions, an early start
Blueprint blues
Aris and Solution Manager
Development, enhancement control
Quality Center usage and testing tools
Testing C1, C2 and C3
HR Org Structure vs Operational Structure
Real Experience. Real Advantage.
21
[ Key Learnings
Plan well ahead!
Manage the scope
Middleware replication – be selective
Select the best resources (Business, internal IT,
consultants)
Motivate the resources to stay for the entire journey
Get leadership support - Executive sponsor role is critical
Real Experience. Real Advantage.
22
[ Contacts
Mark A Thomas
[email protected]
George Fratian
[email protected]
Real Experience. Real Advantage.
23
[
]
Thank you for participating.
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For ongoing education in this area of focus, visit www.asug.com.
SESSION CODE:
0209
Real Experience. Real Advantage.