1. Diane Burton Seattle Cancer Care Alliance Cherwell One-Steps can Turn your Service Desk into a LEAN Machine! Diane Burton is a passionate IT Client Services Manager with nearly 20 years experience in the IT Services realm. Coming up through the ranks from HelpDesk specialist to Desktop Support to Team Lead to Manager allows her to not only understand what her teams responsibilities are, but to actually be able to occasionally roll up her sleeves and help her team out! Responding with both urgency and ownership is paramount to Diane and her team, and the Seattle Cancer Care Alliance has found that Cherwell is an excellent tool in their arsenal! Diane is the VP of Finance for the Seattle Chapter of HDI and has been presented with numerous Leadership and Customer Service awards throughout her career.

2. Cherwell One Steps can turn your Service Desk into a LEAN Machine! Diane Burton Seattle Cancer Care Alliance 3. Introduction/Agenda IT Client Services Manager for SCCA Customer of Cherwell since late 2011 went LIVE with Cherwell on Jan. 5th, 2012 Small staff..very small......teeny as a matter of fact! CPI/Lean at the SCCA Waste Wheel Examples of One-Steps we created Free form Q&A 4. CPI/Lean at the SCCA What is CPI!? CPI stands for Continuous Process Improvementthink of it as no-nonsense process streamlining. Something each of us should be looking to do each and every day! 5. Why should we do this!? So many reasons! First, why do things the hard, labored way if there is an easier, more streamlined approach to do something we do regularly? Lets take a look at changing things up! 6. Another reason to take a look at and move towards process improvement is cost savings to your organization. Any improvement to processes should result in less time to do something, which improves productivity which directly leads to a reduction in resource spend.everyone likes that! Lets take a look at a simple calculation. 7. Process improvement for a repeatable task is implemented saving approximately 15 minutes per day for each of 4 staff members.. 4x15=60 minutes saved per day 60x5=300 minutes saved per week 300x4.5=1,350 minutes saved per month 1350x12=16,200 minutes saved annually That equates to 270 HOURS saved, or 33.75 8 hour working days! 8. $4,050 in savings annually!!! In this simple example, with the savings per minute at just $.25, the savings for this single process improvement equates to: And THAT is a LOT of Pizza!! 9. Improving Processes doesnt just save money.it also: Frees staff up from mundane, repeatable tasks to Spend more time on projects Perform deeper research Deliver better overall customer service Provide time for learning/training on new technologies 10. How do we start? Look at things we do each day repeatable processes and ask ourselves: Does this current process make sense? Is there, could there be a better way to do this? Why do we do this anyway? 11. Introducing the Waste Wheel 12. The Waste Form 13. The ideas and the Waste Forms can really, really add up! 14. From WWW to One-Step! Some of the One-Steps or other enhancements we have initiated as a result of our WWW meetings are: Remote Assist from within the Cherwell Customer Screen 15. By clicking on the computer name, we are able to initiate a Remote Session with our customer. Having this available from within Cherwell saves us a lot of time! 16. Hardware Requests Consolidated 6 forms into 1 All pertinent information is required for submission NO GUESSING! Auditable! Easy to fill out! 17. Automated incoming Email to Service Request This process improvement saves a ton of time! We can now categorize the request manually.OR 18. Run the new hardware request One-Step 19. Weve created One-Steps for New Desktops New Laptops New Pagers New Printers The possibilities are endless! 20. And If we get an email request about How To get new hardware or software, we have a one-step for that too! Dear , We thank you for your inquiry regarding the purchase/acquisition of new computer hardware or software. Please fill out the IT Hardware Software request form located at the link below. Once submitted, the IT Service Desk will open a ticket corresponding directly to your approved request. New Hardware/Software request form link Thank you! IT Service Desk itsd@seattlecca.org 206.288.8200 21. Printer Move One-Step 22. Phishing email One-Step 23. Someone need instructions? 24. With two mouse clicks, the ticket is filled in, assigned, updated, resolved, closed, and an email is sent directly to the requestor! 25. Other improvements using One- Steps within Cherwell include Send instructions for Network Remote Access Send email to register a computer with our EMR Send instructions for accessing/setting up WebEx conferences Send instructions on how to check voicemail/email remotely 26. Process improvement is even touted on The IT Crowd 27. Self Service as a process improvement! 28. Group Discussion What One Steps have you implemented!??! 29. Thank you for attending! Please fill out an evaluation form!