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Premium Service PackageProject ProposalDecember 15, 2012

Suresh AkanaSheraz Choudhary Craig DavisDavid FobertSusan Korgen

Dave1

The ProblemHealth care reform is pressuring health care providers to deliver more cost-effective.Sales of new ultrasound machines are starting to slow as capital budgets are restricted.Machines in the field are expected to be in service longer.12/15/2012Premium Service Package TeamOne2Dave2

The OpportunityProvide premium equipment service plans with near real-time monitoring and analysis for ultrasound machines.

Grow GLOCOs service revenue by at least 4%:Sell premium plans to 30% of new sales annually. Capture a larger market share by offering services not provided by competitors.12/15/2012Premium Service Package TeamOne3Dave3

GLOCOIncreased revenueLess time and money spent by support service staff per incidentProvide business intelligence toolsHealth Care ProviderIncreased uptime and decreased riskAutomatic monitoring of machine usage and maintenanceAccreditation of equipment

12/15/2012Premium Service Package TeamOne4Business BenefitsDave

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Use Case Flows12/15/2012Premium Service Package TeamOne5

Craig

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Use Case Flows12/15/2012Premium Service Package TeamOne6

Craig

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Use Case Flows12/15/2012Premium Service Package TeamOne7

Craig

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Use Case Flows12/15/2012Premium Service Package TeamOne8

Craig

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Use Case Flows12/15/2012Premium Service Package TeamOne9

Craig

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Required FunctionalitySet up ultrasound machines to transmit log files into cloud based database.Integrate cloud-based database application with GLOCO CRM system.Automate alerts, trouble-tickets, and assignments.Create and integrate dashboards into existing customer self service web portals.Develop dashboards to serve as decision support tools within GLOCO departments.12/15/2012Premium Service Package TeamOne10Susan

We identified some required functionality for the system.

Set up ultrasound machines to transmit log files into cloud based database.

Integrate cloud-based database application with GLOCO customer relationship management system.

Automate alerts, trouble-tickets, and assignments.

Create and integrate dashboards into existing customer self service web portals.

Develop dashboards to serve as decision support tools within GLOCO departments.10

MedListenerTM12/15/2012Premium Service Package TeamOne11

Susan

This figure provides a high level overview of the architectural approach. You can see the solution operates at three sites: the health care provider, the computing cloud, and GLOCO. We call this part of the solution the MedListener application.

1. Lets say a cooling fan breaks down at the health care provider site and the ultrasound machine sends an alert to the MedListener application.

2. The MedListener application uses the device identifier from the alert to find information about the customer and appropriate service representative in databases at GLOCO.

3. MedListener files a trouble ticket in the customer resource management (CRM) system at GLOCO. Processing of the trouble ticket proceeds as usual.

4. MedListener acquires the ticket identifier and other incident information from the CRM system.

5. MedListener stores information about the alert and incident in its database.11

OmniDashTM12/15/2012Premium Service Package TeamOne12

Susan

We call this part of the solution the OmniDash application.

This shows how data flows to help a GLOCO user who wants to gain insight into ultrasound machine sales:

1. Every night, GLOCO pushes information about ultrasound sales and service to the dashboard database.

2. A GLOCO user requests an OmniDash dashboard view of Health Care Providers and ultrasound machines.

3. OmniDash pulls incident data from the MedListener database.

4. OmniDash pulls customer and service representative data from the CRM and other GLOCO databases.

Now Sheraz will explain some of our software and hardware choices for the solution.12

Benefits of the Cloud Low CostNo Hardware to purchase, setup and maintainNo software to license or maintainLittle or no startup costPay-as-you-use (no long-term contracts) Dynamically scale for load Multiple zones worldwidePerformance and reliability12/15/2012Premium Service Package TeamOne13Sheraz

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Cloud: Amazon AWS Cloud Solutions Considered Services, Pricing, Reliability, Scalability, Flexibility, ReputationMicrosoft Azure Amazon Web Services Amazon Web Services SelectedCompetitive with Azure Important: Software agnostic (no lock-in to .NET) AWS basic-level SLA of 99.95% uptime Architecture design accommodates downtime12/15/2012Premium Service Package TeamOne14Sheraz

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Dashboard: Tableau Dashboards Considered for OmniDashTM Scalability, Ease-of-Use, Cost per User, Vendor SupportDomo, Dundas, InetSoft, Tableau Tableau SelectedEasy integration with multiple data sourcesWeb-based dashboardsExtensive Security Access Capabilities Scalability

12/15/2012Premium Service Package TeamOne15Sheraz

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Technical Architecture12/15/2012Premium Service Package TeamOne16

Suresh

Device collects Machine information.

Secure transfer of data to Amazon S3 Bucket.

In Amazon Cloud EC2 APP server via Java Program access S3 bucket for files parses and persists into Database.

Tableau server builds repository with propriety database and CRM information from Gloco.16

Integration Model12/15/2012Premium Service Package TeamOne17

Craig17

Project Team12/15/2012Premium Service Package TeamOne18

Beta Partner Health Care Provider Project Team

Suresh18

GLOCO Project Team12/15/2012Premium Service Package TeamOne19

Suresh19

Project Phases12/15/2012Premium Service Package TeamOne20

Craig20

User Enablement Premium Service Plan: Non-invasive: Major Benefits with Minimal ChangesAutomatic Creation of Service Tickets in CRMFaster Resolution of Tickets

Automation of Manual Processes (Optional):MaintenanceCertificationReplacement

12/15/2012Premium Service Package TeamOne21Sheraz21

User Enablement Facilitate User Adoption By:Conducting user surveysModeling UI on existing paper formsProviding training Including paper/embedded documentationAllowing for user customizations Deploying automation wherever possible

Transition Beta Period (6 Months) Mitigate Risk and Improve Product Offering 12/15/2012Premium Service Package TeamOne22SherazIn Beta Period: - Align functionality to HCP requirements - Perform real-life user and load testing

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Risks12/15/2012Premium Service Package TeamOne23

Susan

Were aware of some risks to the project and we have mitigating strategies for them.

Ill just go over the highest risks.

Schedule OverrunsFormation of an advisory board made up of department heads and senior leadership to help clear bottlenecks.Development team will meet with advisory board monthly and will provide weekly status updates.Pay for performance: A bonus pool for completing the work on schedule.

User Adoption / RejectionFormation of a steering committee made up of GLOCO personnel the project will impact.Development team will meet with steering committee monthly to go over progress and elicit feedback.

Now over to Dave for a look at project metrics.

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Metrics12/15/2012Premium Service Package TeamOne24

DaveIncrease Revenue: GLOCO generates $1.9 billion of revenue in services. GLOCO sells 26,000 ultrasound machines annually worldwide. The sales team will sell premium service plans for at least. 7,800 of those units (30%) at an average rate of $9,800 per machine per year. This will generate at least $77 million in revenue and meet the goal. Sales people who fall below their quota will meet with their manager for analysis and review. Divisions that fall below their quota will meet with the vice president of sales for analysis and review.

Ultrasound Machine Downtime: GLOCOs Siebel CRM system has historical data on downtime collected via the trouble ticketing system. We expect a 60% reduction in downtime compared to previous quarters with standard service plans. If this number is not met we will escalate the client to Quality Assurance to resolve the discrepancies.

Service Call Resolution Time: GLOCOs Siebel CRM system has historical via the trouble ticketing system and reports on average resolution time will be available to the service team. If this number is not met we will escalate the client to Quality Assurance to resolve the discrepancies.

Customer Satisfaction: GLOCO customer retention team dispatches annual surveys to customers as well as after repairs. Account managers will track the survey data for improvement and will work with customers to improve relationships for those unsatisfied with GLOCO service.

Increase Productivity: We expect a total reduction in repair time by at least 20% by providing service technicians the logs and diagnostic information before arrival at the customer site. Data will be tracked using the existing service repair logs submitted by technicians. Mangers will review reports monthly and work with engineering to improve the diagnostic data sent by the machines for repair and maintenance. 24

Video Demonstration12/15/2012Premium Service Package TeamOne25

Dave25

Questions?12/15/2012Premium Service Package TeamOne26

Questions?26