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McKesson AMS Division – Interview of the Past, Present and Future for Employee Education

McKesson AMS Division – Interview of the Past, Present and Future for Employee Education. Crystal Schleicher MSM 620. Who is McKesson.

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McKesson AMS Division – Interview of the Past, Present and Future for Employee Education

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  1. McKesson AMS Division –Interview of the Past, Present and Future for Employee Education Crystal Schleicher MSM 620

  2. Who is McKesson • McKesson Corp. is one of the largest providers of medicines, pharmaceutical supplies and health information technology (IT) products and services in the United States • McKesson Technology Solutions develops and installs health IT systems for hospitals, physician offices, imaging centers, home health care agencies and payors. These systems include pharmacy and nursing automation, practice management, electronic health record systems, clinical decision support systems and secure online health care communication. Reference: Rein, C. (2013, June 14). Personal interview

  3. Interview of McKesson Division • Application Managed Services (AMS) • A team of 50+ FTE that specialize in the application support of the different IT Healthcare system offerings • The team was started in 2001 as a product offering for hospitals struggling to hire IT support staff Reference: Rein, C. (2013, June 14). Personal interview

  4. Interview with an Orginial Manager • Crystal Rein • One of the founding managers for this division • Prior experience included 25 years managing other divisions in the company • Opportunity to develop new division was great last treat before retirement in 2011 Reference: Rein, C. (2013, June 14). Personal interview

  5. History of AMS • AMS Beginnings • 10 FTE employees • 13 Software offerings supported • 3 Hospital clients Reference: Rein, C. (2013, June 14). Personal interview

  6. History of AMS • Strengths in the Beginnings • “Everybody knew your name…We didn’t get lost in the big corporate world but did our jobs to keep the customer happy for once” • Very customer centric environment • Few department policies and procedures to communicate Reference: Rein, C. (2013, June 14). Personal interview

  7. History of AMS • Weakness of the Beginning • No Standardization • No On-boarding tasks • No incorporation to large organization Reference: Rein, C. (2013, June 14). Personal interview

  8. Present Standings in AMS • Tasks to get to the current state: • Develop on-boarding check list • Develop welcome power point presentation • Development of SharePoint site to store this documentation Reference: Rein, C. (2013, June 14). Personal interview

  9. Application Management Services *AMS* New Employee Introduction Prepared by Your Leadership Team (John, Denise, Donald, Nicole and Petra)

  10. Agenda • AMS Concepts • Where You Fit In • Our Customers • Our Work • Summary • Q & A Reference: Rein, C. (2013, June 14). Personal interview

  11. APPLICATION MANAGEMENT SERVICES Concepts Reference: Rein, C. (2013, June 14). Personal interview

  12. ConceptsAMS In a Nutshell… Application Management Services A Service offering to assist the customer in Management of their McKesson Applications during day to day operations. Application Management Services (AMS) was previously known as COE Reference: Rein, C. (2013, June 14). Personal interview

  13. ConceptsMission, Vision, and Goals Mission To provide quality, cost-effective, innovative, scalable and flexible services related to the support and maintenance of McKesson applications Vision To be the preferred support vendor recognized as a customer-centric team focused on quality, proactive support and maintenance of McKesson applications Goal To be recognized as a customer-centric business unit with a focus on the McKesson ICARE Shared principles: Integrity, Customer-First, Accountability, Respect and Excellence. Reference: Rein, C. (2013, June 14). Personal interview

  14. ConceptsValues Integrity I do what’s right. Customer-first I succeed when my customers succeed. Accountability I take personal responsibilityand expect the same in return. Respect I treat people with dignity and consideration. Excellence I insist upon quality. Reference: Rein, C. (2013, June 14). Personal interview

  15. APPLICATION MANAGEMENT SERVICES Where You Fit In Reference: Rein, C. (2013, June 14). Personal interview

  16. Where You Fit In McKesson As of January 1, 2011 Reference: Rein, C. (2013, June 14). Personal interview

  17. Where You Fit InManaged Services Offerings Reference: Rein, C. (2013, June 14). Personal interview

  18. Where We Fit In Managed Services Support Bill Kloes President, Managed Services Todd Alley Vice President, Development and Customer Support Nancy Cunningham Vice President, Services Reference: Rein, C. (2013, June 14). Personal interview

  19. Where We Fit In AMS Leadership John Fox Director Application Management Services Reference: Rein, C. (2013, June 14). Personal interview

  20. Where You Fit In AMS Functional Groups Reference: Rein, C. (2013, June 14). Personal interview

  21. APPLICATION MANAGEMENT SERVICES Our Customers Reference: Rein, C. (2013, June 14). Personal interview

  22. Our CustomersServices Reference: Rein, C. (2013, June 14). Personal interview

  23. Our CustomersInstall Base FAIRFIELD MEDICAL CENTER ST. JOSEPH’S RESURRECTION HEALTH 9 facilities ST. ANTHONY’S WHIDBEY GENERAL LAKESIDE HEALTHCARE CATSKILL REGIONAL PROVIDENCE OREGON 7 facilities LIBERTY HEALTHCARE GOOD SAMARITIAN MERCY IOWA INOVA LOUDOUN COOKEVILLE REGIONAL NASHVILLE GENERAL CHILDREN’S LA COMANCHE COUNTY MEMORIAL LUFKIN TROVER ITO with AMS BAPTIST PENSACOLA AMS Reference: Rein, C. (2013, June 14). Personal interview

  24. APPLICATION MANAGEMENT SERVICES Our Work Reference: Rein, C. (2013, June 14). Personal interview

  25. Our WorkOverview Provide support, maintenance and management of McKesson Applications • 24 x 7 x 365 Productive Use Support • Level 2 Support (Application Expertise) • Ticket ownership through resolution • Proactive Application Monitoring and Alerts • Routine Application Patching • Application Build modifications • Reports creation/modifications Reference: Rein, C. (2013, June 14). Personal interview

  26. Our WorkKey Points • Remotely supplement or fulfill the role of the hospital IT department level 2 application support analysts • Customers still have full maintenance and support contracts for their systems with the product Vendor • AMS Does not Replace tier 3 support (National Support) Reference: Rein, C. (2013, June 14). Personal interview

  27. Our WorkSupport Levels • Tier 1 - Help Desk services • Fields incoming calls from end users • Provide low level troubleshooting - handles "low lying fruit" such as Installing printers, resetting passwords, zapping STAR jobs, ending a hung Citrix session • Tier 2 - Application experts • Usually provided by hospital employed IT staff • Troubleshoot and correct issues with the application. • Tier 3 • Product group (Vendor) support • Most in-depth knowledge and understand of how application works Reference: Rein, C. (2013, June 14). Personal interview

  28. Our WorkLife Cycle of a Ticket Reference: Rein, C. (2013, June 14). Personal interview

  29. Our WorkProductivity • All work requires a Unicenter ticket or Change Order • Problem Tickets • Reactive break-fix • “This was working but now it’s not” • Change Orders (formerly Service Requests) • Proactive application maintenance or build modifications Reference: Rein, C. (2013, June 14). Personal interview

  30. Our WorkProblem Ticket Severities Reference: Rein, C. (2013, June 14). Personal interview

  31. Our WorkSeverity Level 1 SLA’s • Criteria • Critical urgency issues • Impact to whole departments • Prevents users from performing job functions • Adversely impacts the delivery of patient care • Examples • Major System Unavailable (“System Down”) • Warm Hand-off required • Bridge Line / Admin Notification • Initial response • < 15 minutes (standard business hours) • < 30 minutes (after business hours / weekends) • Target Resolution • < 4 hours (standard business hours) • < 4 hours (after business hours / weekends) Reference: Rein, C. (2013, June 14). Personal interview

  32. Our WorkSeverity Level 2 SLA’s • Criteria • A medium urgency issue that affects multiple users • A high urgency issue impacting a single user • Examples • System Performance Issues • Multiple Equipment or Software Malfunctions – Affecting Patient Care • Patient unavailable in clinical systems • Warm Hand-off required • Initial response • < 1 hour (standard business hours) • < 2 hours (after business hours / weekends) • Target Resolution • < 8 hours (standard business hours) • < 24 hours (after business hours / weekends) Reference: Rein, C. (2013, June 14). Personal interview

  33. Our WorkSeverity Level 3 SLA’s • Criteria • Low urgency issues • Issues for which an alternative solution or work around exists • May be inconvenient but do not result in a complete disruption of work • Examples • Difficulty with Computer Produced Reports • Single User Equipment or Software Malfunction • Tickets addressed during Business Hours only • Initial response • < 24 hours (standard business hours) • Next business day (after business hours / weekends) • Target Resolution • < 5 days (standard business hours) • < 5 days (after business hours / weekends) Reference: Rein, C. (2013, June 14). Personal interview

  34. Our WorkService Requests • In Scope • Table modification • Maintenance (ex. FDB updates, STI/ESD Moves) • Max 40 hours of work; less than 1 month in duration • Out of Scope • Enhancements requiring design work • Application customizations or code changes • Requests requiring Product Development Reference: Rein, C. (2013, June 14). Personal interview

  35. Our WorkService Request SLA’s • Acknowledged within 8 business hours • The start date and end date (“Due Date”) to be agreed upon • Change control process by customer Reference: Rein, C. (2013, June 14). Personal interview

  36. APPLICATION MANAGEMENT SERVICES Summary Reference: Rein, C. (2013, June 14). Personal interview

  37. Summary • AMS Concepts • Assist the customer in Support and Maintenance of McKesson Applications • Customer Centric • ICARE Principles Reference: Rein, C. (2013, June 14). Personal interview

  38. Summary • Where You Fit In • Support Organization within Managed Services • McKesson Provider Technologies (MPT) • McKesson Technology Solutions Reference: Rein, C. (2013, June 14). Personal interview

  39. Summary • Our Work • Remotely function as level 2 application support analysts • Do not Replace tier 3 support (National Support) • Support Applications in Production (Live) • All work requires a ticket • Primary tool is CA Service Desk Manager Reference: Rein, C. (2013, June 14). Personal interview

  40. Questions?? Reference: Rein, C. (2013, June 14). Personal interview

  41. AMS Future • Continue to work on SharePoint • Develop a checklist of educational areas classes can be maintained • Development of mentoring programs/on-boarding buddies Reference: Rein, C. (2013, June 14). Personal interview

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